Kara D. Email & Phone Number

North Richland Hills, Tx, Us

Dallas, Texas

Responsible for providing level 2 technical and troubleshooting support via web chats, electronic communications and telephone calls to CDK automotive retail application users. Support CDK's Accounting & Payroll Software Applications. Apply technical and industry knowledge to a variety of questions and problems faced by our clients. Outstanding customer service skills to negotiate priorities and callback expectations with the client. Use CDK support tools to address and resolve client issues in a timely manner. Position Responsibilities & Essential functions Receives inbound client/associate inquiries via phone, web chat, e-mail, and online ticket Creates case logs, record information, establish resolution time, follow up on issues, and resolve complex escalated issues Assesses issues and establish a course of action to guide the client/associate to timely resolution of inquiry Troubleshoots problems with malfunctioning software applications and recommends corrective action Directs and guides clients through resolution of technical issues Submits requests for product changes and other custom programming updates Practically applies knowledge of CDK case resolution process, policies, and escalation methodology Attends training courses as required and stay abreast of evolving internal processes and industry developments Provides customer service and remote support services and applies problem solving skills Works in a team environment and assist team members on various issues Provides other ad hoc support and duties as assigned Works in an environment with competing priorities

Solely responsible for all reactive customer service on all social media outlets for Zale Corp brands, including, but not limited to, Zales Jewelers (https://www.facebook.com/Zales), Peoples Jewellers (https://www.facebook.com/Peoples), Gordon's Jewelers (https://www.facebook.com/Gordons), Piercing Pagoda (https://www.facebook.com/pagoda). Address all customer concerns for both store and online transactions and do everything possible to find a resolution acceptable to the customer. Compile weekly "Social Sentiment" reports using SMMS to provide to C-level Executives.

Solely responsible for responding to all customer complaints that have been forwarded to CEO's office. Respond in writing as well as via telephone when necessary. Respond to all Consumer Protection Agency complaints and complaints filed with the Attorney General's office regarding RadioShack Corporation. Work closely with Media Relations team on high profile customer incidents involving any news media. Monitor social networking sites (facebook, twitter, etc.) for any customer feedback. Respond to all feedback sent to the Social Media Inbox. Work very closely with Regional Sales Directors as well as Divisional Sales Directors when a problem arises in their area. Follow up with any associates named in customer complaints, and address the complaint accordingly with the associate. Ensure 100% compliance with RadioShack's Social Media Policy using CoTweet platform.

Business ContinuityConduct new customer workshops to introduce the customer to SunGard. Review 16 week testing cycle and contracted services. Correctly set operational expectations. Review Disaster Authorization and client profile (where appropriate) and ensure customer understands the importance. Be the customer's advocate within SunGard. Understand their business, production requirements, recovery requirements, critical windows, and potential impacts. Maintain a close working relationship with the Operations staff that supports your customers. Use this relationship to accomplish goals that are in the best interest of the customer. Maintain an open line of communication with Sales. Ensure they are made aware of contractual issues and potential contract opportunities, and operational and facility issues impacting the customer's service. Work with the Implementation team on new contracts or add on services. Be engaged in the process and assist where necessary. Ensure customer satisfaction is maintained. Schedule, coordinate and ensure execution of activities involving recovery exercises utilizing the guidelines set forth in the 16 week test cycle. Keep customer informed of any issues that may impact their service. Request appropriate root cause outage analysis is completed on behalf of the customer for critical service impacting events. Support the Sales Organization with pre-sales tours, conference calls, or meetings, as required.

Work with internal and external customers on a daily basis to ensure that all technology requirements are met and in place. Manage and coordinate the implementation of Agile Mind online services. Work with superintendents, principals, and department heads to ensure implementation goals are met. Prepare weekly status reports on all accounts outside of Texas. Serve as a liaison between Agile Mind external customers and Agile Mind Engineering Team. Multiple administrative duties, including creating documents within various programs such as MS Word, Excel, and Power Point for Chief Operating Officer and Vice President of National Sales. Weekly meetings with members of Support Services team to inform of each member's account status. Work closely with Sales Team to ensure they have all necessary materials when making a sales call. Inform Sales Team of any potential contract expansions/new contract possibilities.

Accounts receivable, including applying customer payments to accounts in Hotel Factory and writing up daily deposits. Verify accuracy of accounts receivable clerk postings. Enter contracts into billing cycle. Daily interaction with vendors and customers. Month end billing. Trained five employees for relocation of office and daily tasks. Multiple administrative duties, including creating documents within various programs such as MS Word and MS Excel for executives. Weekly meetings with Board of Directors to update status of accounts receivable.

Daily meetings with President/CEO to discuss new business ideas/strategies and cash flow. Respond to internal and external customer inquiries. Create invoices with DacEasy. Receive and apply customer payments. Configure sales tax monthly. Maintain Petty Cash with QuickBooks 2000. Coordinate and maintain employee benefits (Medical, Dental, Life, AD&D, vacation & sick time, holiday pay). Process payroll through ADP EasyPay weekly.

Solely responsible for training new employees on APSEC, a proprietary Accounts Payable program. Enter all invoices through APSEC and route for approval electronically. Generate purchase orders. Respond to vendor inquiries. Generate and book assigned journal entries, research and distribute assigned reports. Reconcile and maintain Petty Cash through Quicken. Configure Sales Tax on a monthly basis. Research and close Appropriations Requests, manage depreciation monthly on Capital Assets. Responsible for Work in Progress inventory counts at month end.

Coursework, Business Administration

High School Diploma