Customer Service Manager - Customer Service Technical Support Resume S
Customer Service Manager - Customer Service Technical Support Resume S
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Customer Service Manager Resume


Desired Industry: Customer Service/Technical Support SpiderID: 53201
Desired Job Location: Philadelphia, Pennsylvania Date Posted: 8/2/2011
Type of Position: Full-Time Permanent Availability Date:
Desired Wage:
U.S. Work Authorization:
Job Level: Management (Manager, Director) Willing to Travel:
Highest Degree Attained: Bachelors Willing to Relocate: No


Objective:
A take charge customer service manager with 12 years in information management. Summary of experience includes customer service, management, financial reporting, bookkeeping, office administration, and some marketing. Detail-oriented with excellent communication, organization, and problem-solving skills.


Experience:
CARA Corporation, Philadelphia, PA
Manager, Customer Services (Oct 1986 - Aug 1991)
Managed staff performing client support services: phone support, problem resolution, system billing and report generation issues, documentation and training. Worked with technical and operations departments to analyze and resolve client problems. Developed efficient support tracking system which allowed for more resolved issues and happier clients. Organized and maintained client files and health insurance billing specs. Assisted with implementation plan converting public health billing system to a new processing center. Prepared operations and technical documentation for turnover process. Participated in the planning, design, installation, documentation and training of a mail order processing system on IBM mainframe.


Applied Business Technologies, Inc., Bryn Mawr, PA
Manager, Customer Services (Oct 1984 - Sep 1986)
Managed staff performing software support services: hotline, customization programming, data file maintenance, tape generations/conversions, installations/upgrades, hardware maintenance, documentation and training. As customer liasion, managed and prioitized account assignments. Worked with senior management to maintain corporate goals and strong customer relationships. Developed and negotiated client support contracts which enhanced client relations. Designed an automated client tracking/invoicing system which increased profits. Initiated department policies and guidelines for service operations.

Customer Service Representative (May 1983 - Oct 1984)
Responded to customer inquiries via phone and mail regarding any issue with their customized software and hardware system including: usage, errors, printing, changes and/or upgrades. Established client service priorities and worked with software and hardware maintenance staff to resolve customer issues. Developed client tracking procedures. Provided training services for newly installed systems.

Office/Accounting Manager (Apr 1981 - Jun 1984)
Supervised staff performing administrative, personnel, and accounting functions: G/L, A/R, A/P, Purchasing, Inventory, and Payroll. Prepared cash flow, income and budget projections, depreciation, job costing and work in process schedules. Initiated policies/procedures for administrative & accounting functions. Negotiated purchases and service contracts for equipment and supplies. Created performance evaluation techniques and appraisals. Kept office organized and running efficiently while supporting other in-house departments.

Administrative Assistant (Feb 1979 Apr 1981)
Maintained bookkeeping system. Tracked inventory and corporate assets. Developed manual purchase order processing system. Prepared letters, proposals, and mailings using Word Processing interfaced with a Record Management System. Carried out general clerical duties: receptionist, typing, filing, copying, etc. Maintained personnel policies/records. Performed market research and monitored optical mark scan projects.

Marketing Assistant (Mar 1978 - Feb 1979)
Designed logos, business cards, letterhead, brochures, exhibit booths. Assisted in mass mail advertising and in designing computer software report formats.


Education:
University of Pennsylvania, Wharton School, Philadelphia, PA - 1983/84
Courses taken: Accounting Fundamentals I, Managerial Accounting II

Drexel University, Philadelphia, PA - 1980
Bachelors of Science, Human Behavior & Development


Additional Information:
HARDWARE

DELL Inspiron 1545 Laptop, DELL Dimension 2400 Series PC, COMPAQ PC, IBM 370(TSO), IBM AT/XT PC, WANG 2200 Mini, WANG PC/APC, WANG Tape Drive, NIXDORF Data Entry System, DATA GENERAL PC'S, ZENITH Micros, XEROX Laser Printer, several brands of Ink Jet Printers and Fax Machines.


SOFTWARE

WINDOWS 7, XP, 98, and 95, Microsoft Works, Word, EXCEL, and Internet Explorer, Word Perfect, Open Office Suite, Trend Micro Internet Security, McAfee Security, Norton Security, Quickens Accounting, Wordstar, WANG WP, TOM WP, RMS Record Management System (database), LOTUS Spreadsheets, Multiplan Spreadsheets, Peachtree G/L and A/P Accounting Systems, Business Graphics, Desktop Publisher, WANG System Utilities (IDEAS), MS/DOS, LAN Network, Asynchronous Communications, Niakwa BASIC Interpreter/Compiler.


Reference:
Available upon request.


Candidate Contact Information:
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