Supporting Client specific hardware and software, using an exclusive knowledge base and case management system. Providing product support, detailed information, advanced troubleshooting, and case resolution while exhibiting exceptional customer service skills. Call types include general inquiries, hardware and software troubleshooting, sales agreements, and technical sales. Some outbound follow up required in event of escalation.

Position in the company-owned Lord & Taylor division. Started as White Rose trainer, mentoring and training new hire sales associates and team members on POS systems, services, policies and procedures. Aided in achieving 120% over departmental sales quota, becoming President’s Club eligible four consecutive years. Perennial Diamond Star member for exemplary customer service.

Accountable for pre-sales and post-sales support of company subsidiary AST Research microcomputer products and systems. Provided technical support in sales presentations, sales and technical training, product demonstrations, installations, troubleshooting and maintenance of company products. Secured problem resolution for non-standard escalated issues with malfunctioning equipment and software. Maintained on-going client relationships in partnership with departmental sales teams. Delivered system and system software consultation to prospective and current customers.

Identified and managed resolution of pre-sales and post-sales service issues for assigned accounts in the areas of service, marketing and training of company products. Influenced and interfaced with all facets of AST Service and Support: liaison to National Channel and Retail accounts on behalf of service organization. Provided feedback to AST Service and Sales of existing and emerging issues and subsequent follow-up with customers to customize their particular service programs.

Worked directly with resellers and end-users providing technical product support related to performance, operations and installation of company equipment via call center. Selected by management for extended assignment to special projects: **Inter-departmental liaison coordinating 24-hour/emergency computer replacements and other special handling issues. **Designated key contact for a major corporate account handling technical support and various implementation services.

Supervisory position in the Computer City company subsidiary. Promoted from an Account Representative in the Business Sales Group. Responsible for growth, motivation and development of the Business Sales Group toward achieving team productivity goals for sales, support, service and leasing of microcomputers and peripherals for corporate accounts.

Direct marketing of microcomputer hardware and software solutions, service and support. Sales and marketing experience with, and technical understanding of local area networks, PC servers and related network devices. Emphasis on Novell and OS/2 LAN environments.

Management position in the General Business Systems company division. Responsible for generating direct sales and support of telecommunications and facsimile equipment. Duties included identification and establishment of new accounts; maintenance and expansion of existing accounts.