Linda's Resumes for Customer Service Support & Customer Service Director

                                         Linda Ann Engelmann

                                                    6735 E Ivyglen Street

                                                    Mesa, AZ  85205

                                                    Main Cell Phone:  480-306-0148

                                                    Email:  engelmannlinda@yahoo.com

RE:  Customer Service Support & Customer Service Management

Objective:

My desire is to gain employment with an organization that can most effectively capitalize on my current skills while offering opportunities for continued career growth.  I am confident that my experience, training and strong work ethic will allow me to become a valued and productive member of an organization.  

Highlighted below is a brief outline of my work experience, training, and skills as they pertain to Administrative Assistant & Office Management.  I feel my strongest and most marketable assets are in the following areas:

·         (10 Years)  - Extensive Knowledge in Customer Service Skills & Management Skills

·         (10 Years)  - Extensive Knowledge in Diverse Computer Systems, Networks and Platforms

·         (15+ Years)  - Extensive Training and Development

 A personal interview would be greatly appreciated.

Thanks you for your time and consideration of my resume.  I look forward to hearing from you in the near future.

Sincerely,

Linda A Engelmann

                                       

                                        Linda Ann Engelmann

       6735 E Ivyglen Street

       Mesa, AZ  85205

                                        Main Cell Phone:  480-306-0148

                                                   Email:  engelmannlinda@yahoo.com

_____________________________________________________________________

Experiences:

·         The Rich Dad’s Company 2000 to 2010 - Customer Service Solution Support and E-Game Technical Support.  Also when the Customer Service Director, Kathy Grady, was out for 3 months due to illness took over management position till she came back to work.  (A Letter of Recommendation from The Rich Dad’s Company CEO Mike Sullivan available upon request)

       Primary Responsibilities:

·         Handle the Customer Service Inbox Emails.  I also give Chris Kase the INSIDERS/Website Issues CS Inbox emails that I use to handle previously so he can assist me in Customer Service.  All others CS Inbox emails are distributed among appropriate departments.

·         Take calls daily from customers that are customer service related.  Usually they want to know why their order has not s hipped  yet, do we have the tracking number for the order, when will the order be delivered, can the order be canceled, can we make changes to the shipping address, orders not delivered in a timely manner and wants refund for the shipping cost, ordered wrong product, agents ordered wrong products for the customer, want to return their order to warehouse, missing items in my order, can we substitute another product for a different product in the special packages order, what version should I order for the CASHFLOW 101 Board Game in my country, what is the price quote for the products I want to order, what products do we suggest they purchase, etc.  (All are Domestic and International)

·         Answer emails from customers that are customer related.  (Same as above)

·         Handle the Customer Service Spam Box Emails for any emails from the customer that may have got caught up in the spam box.

·         I also do Technical Support for the CASHFLOW THE E-GAME.  E-Game questions relate to what is the system requirements for the e-game, how do I play the e-game online, I can’t connect to the server, account can’t be verified, can I play single mode player, do I have to join INSIDERS to play online, my computer can’t read disk one, why does it ask me for a path name or path name is invalid, that the USA 800 Agents are not able to solve.  I have a trouble shooting checklist I created and send to the customer via email when they are having difficulties with their e-game.  Sometime I will do a test online to see if I get the same errors as the customer to determine whether to return the e-game and replace.  (All are Domestic and International)

·         I used to handle the Products Return Log from Bender Warehouse but I have turned that responsibility over to Chris Kase to assist me in Customer Service, He gives refunds for the products that have been returned within the 90 Days Return Policy.  I do take care of the Griffin Warehouse Return Log due to duties and taxes that are involve plus the return cost to return product to warehouse.

·         I handled all mail in orders and fax school orders for our products.  I make sure the checks and money orders are properly filled out and in correct dollar amount.  If not, I will call the customer for corrections.  I also make sure there is a phone number to contact in order to process the order, if not I will info to see if they have a contact number listed.  Sometime I have to send a letter to the customer for more info.  I send email to Bender Warehouse and Griffin Warehouse for processing with a Manual Control Number.  Then I make copies for my files and send the original along with the check or money order up to accounting.  A profile is created for all manual orders and school orders.  I offer 20% discount for schools, universities, college, and home schools as long as they provide me with a actual letterhead and/purchase order.  I have a spreadsheet I created to keep track of all the school orders and amount purchased each year.  (All are Domestic and International)

·         I get all the problem orders from Bender and Griffin Warehouse review, and cancel accordingly.

·         I use to handle all the INSIDERS issues related to I can’t join INSIDERS, I forgot my password, what is the benefit of joining INSIDERS, my credit card was declined, how do I access the Discussion Forums, RDTV isn’t working, can’t access my profile, can’t access the website, etc.  Now I give those to Chris Kase to assist me in Customer Service.

·         I take care of the Frauds that comes through out system and make sure that they are canceled by Bender and Griffin warehouse and a letter is sent to the customer.  (All Domestic and International)

·         I assist in the USA800 Conference Calls with Manager.  Megan Campbell is our Customer Service Account Manager in Missouri.  I also monitor the CSR’s the agents sent over to me.  Plus take care of the agents request for template approval before sending to the customer.

·         I have taken on the Customer Service Template Documents that Michele Huber (for employee) created.  I create templates for the agents for various questions as time went on. 

Other duties:

·         Second part of my job is to help monitors the forums and Report of Abuse emails.  Monitoring consists of making sure they are not advertising/selling their products/business, no vulgar language on the forums, abusing/harassing a member, etc.  Sometimes need to send the Discussion Forums Policy Rules to the member.  I have created a guideline for the members to post book reviews and e-books on the forums.  I created one for guidelines using a signature on the forums.  I have 3 members that are moderators on the forums that I watch over and they will send me emails on those that have escalated.   There are over 15 forums to monitors.   

 

·         Private Eye Investigations, LLC  11/23/2010 to 11/1/2011 – (Temporary position for a year) General office duties plus assist in monitoring, improving, and updates the performance of existing Web sites, troubleshoots problems with the Web site, Maintains the site so that it remains a valuable resource for the client and the client's customers. updates information contained on the Web site or in databases linked to the site and check the links on the site regularly to insure that they are properly working,  (Have Letter of Recommendation available upon request.)

Education:

 

·         University of Las Vegas, Las Vegas, NV - majoring in Business Administration and Special Education.

·         Motorola University, Scottsdale, AZ - completed numerous courses and workshops including Developing World Wide Web Pages using HTML, using the Internet, Managing Conflict, Time Management, Understanding Diverse Workforce, Life Management, Stress Management, Macintosh & IBM computers, all Window versions, DOS, Access, Project, Excel, PowerPoint, and Word, etc.

·         University of Phoenix, Phoenix, AZ - majoring in Information Technology with only 3 classes left to get my bachelor degree.

·         Mesa Community College, Mesa, AZ – CIS 133 DA (Website Designing Course) - creating websites learning HTML format.

·         Mesa Community College, Mesa, AZ – Management & Leadership Level 1 – learning management and leadership skills

·         Mesa Community College, Mesa, AZ – Online 6 weeks course on Adobe Illustrator for designing websites.

·         Training-To-You College, Phoenix, AZ – enrolled in Website Designing 1, 2 & 3, Adobe Flash, Adobe Photo Shop, Adobe Illustrator, plus MS Office 2010 Word & Excel to obtain a certificate in Website Designing

Computer Skills:

I am experienced in Diverse Computer Systems, Networks and Platforms, & Microsoft Word, Excel, PowerPoint, Access, etc.  (More detailed list available upon request)

Achievements:

Have received numerous achievement awards, cash awards, upgrades, bonus, and promotions to different positions in Motorola.  Won a special award for participating in Motorola TCS (Total Customer Satisfaction) Competition.  Our team was called the Paradigm Pioneers.  We have also participated in meeting with other companies to show their employees about Total Customer Satisfaction Teams and how it can work for their company.  Received an award for the best secretary of the year at the ”Yell” newspaper office at University of Las Vegas, Nevada (Awards available upon request)