6735 E Ivyglen Street
Mesa, AZ 85205
Main Cell Phone: 480-306-0148
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)
2 comments:
Linda-
Have you ever programmed using UNIX? I need someone here at Honeywell in Chandler..... Let me know. I've reviewed your resume and you may fit into a position that was just opened up. Do you have C+ and Fortran programming skills as well? Let me know.
I have UNIX a very long time ago at Motorola and I have taken a class in Turbo C++ Suite long time ago as well. I am very literate and when someone train me I learn fast, etc.
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