CUSTOMER SERVICE: Provided responsive and routine first level technical support for video network products. Interact effectively with customers on the phone to determine the nature of their technical questions or problems. Utilized "Top of Mind", product documentation and/or product knowledge to resolve into elements or determine if more in-depth second level support was required. Created a positive first impression that effected customer opinions. Perform complex assignments requiring ability to anticipate and resolve problems and develop recommendations. Exhibit leadership and contribute to a customer caring environment. Followed up with customers to ensure parts were received and/or problem was resolved. Contracted through Adecco Personnel Services originally for three months, but extended over two years with continued service. Accepted responsibilities to research and recommend issuance of credits. Corrected erroneous billings and assisted Credit Department in recapturing overdue payments. Proactive as a team player sharing knowledge and assisting in training new members of the customer service team. Part of a committee that made recommendations for improvements in customer service. Changes resulted in 5 million dollars of increased revenue to the Vido Network Division. TECHNICAL SUPPORT SPECIALIST: Generated service warranty contracts for over 25 Sales Representatives whose territories included North and South America and Canada. Service contracts resulted in annuity revenue in excess of 3 million dollars annually. Mainteained product install base by correcting invalid warranty dates serial numbers and end user locations. Generated sales orders, credits and invoices for service contracts and factory training. Created reports utilizing Seagate Crystal Reporting Software and Excel spreadsheets. Provided Administrative support to Training Director by scheduling and confirming enrollment of 60 or more various classes conducted thought the year. Training revenue resulted in annual revenue of 350K Utilized letters and email communication to respond to inquires regarding service leads, service contracts and class scheduling. Converted contracts from OenUp Time dbase to QAD |