WOW Factor: During the Past 10 Years I resolved 40,000 Customer Support Calls!Self starter – I provide product training to our vendor call center support team. After the training is complete, I perform test calls to our call center vendor to confirm calls meet our service level agreement. Teamwork – Assist HR department answering employment emails. Reporting bugs to Engineering. Customer Service Follow up – Irate customer payment issue. Worked with our billing vendor to resolve issue, and provided updates to our customer each day until issue was resolved. Documented customer support replies and updated knowledge base in our CRM.Software Packages: Dreamweaver 8, Internet Explorer, Netscape Navigator, MS Office 97/2002 (Word, Excel, PowerPoint, Outlook), Adobe Reader 5.0/7.0, Netmeeting, Webmeeting, McAfee VirusScan, Kana, Lotus Notes, PC Anywhere remote access application, Averity web based application, LIA report application, Proton data base application, VLW ordering application Languages: HTML, XML, JavaScriptOperating Systems: Windows 95/98/2000/NT/XP

Alibaba.com is a B2B platform company that provides free and paid memberships on the internet.1. Help customers post product listings, photos, attributes, and websites on Alibaba's B2B platform.2. Train resellers to provide marketing, customer support, and sales for our partnership in North & South America.3. Work with our engineer team in China to resolve technical problems on our website using our CRM tool.

Vello is a company that provides mobile audio conferencing service.1. Create new knowledge base solutions to add in our Netsuite CRM for responding to customer emails. 2. Assist customers with urgent audio conferencing problems by identifying the cause of the problem and finding a solution that will resolve the issue within their critical time limit. 3. Maintain a daily log of the smoke test I complete on all of our audio services products on the web and report bugs to QA and Engineering. 4. Train customers by phone on how to use our audio conference service on the web and mobile devices.

Successfactors is a company that provides Employee Performance Management Software. 1. Investigated tier one problems by checking the XML code on the form template and correcting the code and then tested the new template with the customer.2.Create new knowledge base solutions to add in our Saleforce CRM for responding to customer emails.3.Train customers by phone on how to use our Employee Performance Management Software.

Securitas is a company that provides contract staffing for Cisco Systems in the HR department.1.Updated People Soft CRM records and maintained accurate records in the data base.2.Reviewed in detail Education, and Criminal Background reports to make sure employees meet Cisco Systems access standards reported by our vendors and that the vendor were meeting service level agreements for backgrounds.

Spectra Labs is a company that provides renal-specific testing services. (Dialysis patients)1.Performed frequent analysis of key business operations and reviewed metrical results to identify areas of opportunity and created reports from remedy.2.I conducted weekly one-on-one sessions with customer support staff to provide coaching & feedback.3.Frequently work with key client contacts to address concerns and evaluate overall team performance.

Mega Path Networks is a (ISP) company that provides managed IP communications services in North America.1.Updated customer orders in Remedy (CRM) for our Sales Staff so that they could meet their sales targets.2.Provided service to our customers to meet our service level agreements.

Yahoo is a company that provides users with various communications tools, forums, and search services.1.Completed a HTML course at Yahoo and used my training to assist customers to build their web sites on the internet.2.Learned how to use KANA and update customer information.3.Delivered extensive 6 week training program to new hire agents.