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Jessica Claire
, , 100 Montgomery St. 10th Floor
Home: (555) 432-1000 - Cell: - resumesample@example.com - -
Professional Summary

Knowledgeable and dedicated customer service professional with extensive experience in IBM industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.

Skills
  • POS Systems and Ordering Platforms
  • Issue and Complaint Resolution
  • Verbal and Written Communication
  • Data Entry and Maintenance
  • Multitasking and Prioritization
  • Understanding Customer Needs
  • De-escalation Techniques
  • Customer Account Management
  • Efficient and Detail-Oriented
Work History
11/2016 to Current
Vendor Solutions Representative Brink's Incorporated Phoenix, AZ,
  • As primary point of contact responsible for management and growth of relationships, routinely marketing to and engaging with assigned customers to drive increased market share to Tech Data as solutions distributor of choice.
  • As required, creates and delivers solutions to customers using judgment and discretion to select appropriate tool sets and technical knowledge to effectively configure, price, quote and process requests for specific hardware, software, services and configuration design.
  • Uses SME knowledge to identify and analyze applicable programs, promotions and add-ons as an advisor to build customer relationships and effectively market broad range of Tech Data’s product portfolio including product education and technical guidance for product alternatives, cross-reference assistance, and support to customer regarding solutions hardware, software, services, services renewals, warranty uplifts, consolidations and additional Tech Data solutions.
  • Routinely negotiates terms and manages pipeline activity to completion, all agreed-upon customer program requirements including resolution of all pertinent pre-sales issues.
  • Assesses status of various business opportunities on each account, and builds weekly forecasts as well and creating and manages opportunity pipeline
  • Actively participates in sales team customer account planning and review process and experience regarding opportunities and potential solutions.
  • Markets and promotes appropriate Tech Data-provided educational opportunities.
  • Completes day-to-day activities and makes many decisions with minimal or no supervision.
  • Mentors and provides SME-level support to individuals or project teams.
  • Managed team of 15 employees, overseeing hiring, training, and professional growth of employees
08/2010 to 11/2016
Solution Support Specialist Tech Data City, STATE,
  • Collaborated with vendors to locate replacement components and resolve advanced problems.
  • Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
  • Handled many calls daily to address customer inquiries and concerns
  • Saved thousands of dollars by implementing cost-saving initiatives that addressed long-standing problems
  • Increased customer satisfaction by resolving customer issues
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor
  • Saved thousands of dollars by implementing cost-saving initiatives that addressed long-standing problems
  • Handled many calls per day to address customer inquiries and concerns
  • Used critical thinking to break down problems, evaluate solutions and make decisions
  • Demonstrated respect, friendliness and willingness to help wherever needed
  • Completed all paperwork, recognizing any discrepancies and addressing them in a timely fashion
06/2001 to 08/2010
Mgr. Customer Support Tech Data City, STATE,
  • Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
  • Established and monitored customer service standards by employing recognized and comprehensive benchmarks.
  • Participated in team-building activities to enhance working relationships
  • Ordered, maintained and distributed supplies and inventory
  • Drove operational improvements which resulted in savings and improved profit margins
  • Conducted research, gathered information from multiple sources and presented results
  • Developed and maintained courteous and effective working relationships
  • Created spreadsheets using Microsoft Excel for daily, weekly and monthly reporting
  • Offered friendly and efficient service to all customers, handled challenging situations with ease
  • Improved operations through consistent hard work and dedication
  • Used critical thinking to break down problems, evaluate solutions and make decisions
Education
Expected in 05/1989
High School Diploma:
John Jay High School - San Antonio, TX,
GPA:
Certifications

IBM Storage for Containers and IBM Cloud Paks V1

IBM Power Systems Solution Foundations

IBM Power Systems Infrastructure Foundations

IBM Systems Business Partner Storage Fundamental Sales Concepts V1

Cloud Core

IBM All Flash Storage Foundation V2 Badge

IBM POWER9 Business Partner Sales Foundations V1

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Resume Overview

School Attended

  • John Jay High School

Job Titles Held:

  • Vendor Solutions Representative
  • Solution Support Specialist
  • Mgr. Customer Support

Degrees

  • High School Diploma

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