- Provided outstanding,
professional technical support via email and phone (answering 100- 150)
calls ) to Shutterfly customers about Shutterfly product and services.
- Worked closely with
Sales and Marking, IT and Finance
- Executed company’s
philosophy of top-notch customer service by providing every customer the
time an energy required to work through any issues
- Quickly and efficiently
accessed available information to answer questions thoroughly and minimize
customer holding time
- Designed and
developed instructor-led training materials that can also be used as
self-study or reference materials.
- Was
recognized for being the second best producer, companywide, during Q4 -
2006
- Supported the PayPal Merchant Services, Territory
Managers and Account Executives by directly providing pre-integration
analysis, integration support, and post integration evaluation and
reporting.
- Project manager on mark activation, working directly
with Gateway merchants on integrating the PayPal payment option on their
website.
- Organized regular conference calls and meeting with
customer to get their requirements and action items required. Assigned
action items to the proper groups and followed up on the execution of the
action items.
- Conducted new hire training courses for the PayPal
product line to members of the Sales, Operations and Integration teams.
- Key cross-functional member of major product release
working closely with teams from product, engineering, support, and sales
and coordinated the meeting and oversaw the published material for new
product release.
- Handled an average of fifty PayPal accounts per day via phones and
emails and documented all interactions with customers in SalesForce CRM.
- Manager of a
team of technical analysts
- Set up and
run Customer Support operations on a 24x7 world wide global basis
- Coordinated
work with Engineers, Development group (3rd tier) and Help Desk
(1st Tier) on testing, resolution process and bugs fixing and
verified that the problems were resolved.
- Improved the
call resolution process within Customer Support area.
- Took
proactive steps in managing the support web site
- Coordinated technical
training for the support group
- Developed, maintained
and updated training materials and manuals
- Conducted research to
assess training needs of employees
- Evaluated training and
effectiveness of training for continuous improvement.
- Provided
post-secondary instruction in basic and advanced mathematics
(arithmetic, pre-algebra and geometry) courses
- Evaluated
students by assigning problems to be resolved through discussions,
conducting research, laboratory work and examinations.
- Served
as advisor to students and reduced number of students drop out by 16%.
- Responded
and resolved user request in accordance with service level agreements
- Monitored
interfaces and batch jobs
- Participated
in SAP upgrade/patch planning and coordination
- Performed
SAP configuration, testing and implementation
- Provided on
the job training to coaches and end-users in problem assessment and
analysis
- Provided support and
delivered resolutions to customer issues regarding customer configuration
files and possible syntax errors
regarding their payroll, tax and benefits and made sure that all
requirements were met.
- Conducted various
testing to the application to determine the nature of the application
issues.
- Responsible for
extensive testing and documentation to secure quality assurance.
- Monitored projects and
provided decision making in terms of project status and priorities.
- Inter-departmental
consultant to enhance customer satisfaction.
- Coordinated department’s
projects, chart and analyzed findings, wrote reports, and presented
conclusions and recommendations.
- Coordinated weekly and
monthly meetings to discuss project’s outstanding issues and timelines.
- Provided Real-time software support to Oracle worldwide customers.
- Analyzed and resolved Oracle software installation, configuration
and UNIX related issues.
- Logged bug reports for Oracle products in Oracle bugs database.
- Administered
in-house technical training for the technical support engineers team
- Designed and
developed complete training program for the support team by assessing,
evaluating and monitoring how well the team was doing.
- Designed and
developed instructor-led training materials that can also be used as
self-study or reference materials.
- Significantly
improved skill levels and productivity of support engineers in supporting
customers
- Expedited
issue resolutions, and decreased average waiting and on-hold time by 15%
- Served as an Instructor in college level courses in
- L, MS Front Page, MS Office and PowerPoint
- Researched and created class materials.
- Prepared and graded class assignments and examinations
and coordinated students of their academic progress.
- Worked with students on a one-on-one basis.
Technical Resource Coordinator
- Responsible for Network administration of the Novell system that include assignment of accounts, deleting files, installing software, and troubleshooting network and shared printers.
- Coordinated the assignment of hardware and software to insure proper support of the educational mission of this campus.
- Trained employees and students in using the internet, various computer applications and software programs.
- Obtained information needed to prepare in-house training programs
- Prepared training materials and developed course content.
- Conducted training sessions and developed criteria for evaluating effectiveness of training activities.
- Prepared and revised lesson plans to meet new training requirements and to keep technical information up to date.
- Performed system checks and verified setup prior to training.
- Raised staff and student competency levels in using computer and reduced burden on desktop support areas for rudimentary technical information by 20%.
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