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Technical Support Agent Resume
Frances
US-Florida-Ft. Lauderdale
Associate Director of Admisssions
To obtain a position where I can use my customer service, communcation, and Organzational development skills in conjunction with my education background.
Frances White
1122 SW 2nd Court Apt #2 • Fort Lauderdale, FL 33309 • (954) 253-7103 • francesjwhite@gmail.com
PROFILE
Highly accomplished Management Professional and MBA Candidate with a strong background in IT and technical training. Financially astute with extensive talents generating new business, revenue growth and client satisfaction. Enthusiastic, confident and motivating professional with strong leadership abilities. Highly versatile with a reputation for superior organizational skills, solid judgement, flexibility and analytical abilities. Articulate, focused and detail driven with well-honed communication and interpersonal skills. Resourceful self-starter with exemplary multitasking abilities; gracefully balances competing priorities. Consistently strives to achieve perfection in all endeavors, earning a reputation for excellence, achievement and high levels of personal commitment.
AREAS OF EXPERTISE
IT Support … Staff Training and Development … Instruction … Communication … Supervision … Organizational Development … Team Building … Problem Solving … Customer Service … Sales …
PROFESSIONAL EXPERIENCE
Kaplan University, Boca Raton, FL 07/05 – 08/07
Associate Director of Admissions
• Strategically direct daily operations within the admissions department and provide leadership and direction to staff members in the execution of daily roles and responsibilities.
• Formulate new and innovative operational strategies that ensure the consistent achievement of admissions goals, consistently meeting or exceeding the target by 20%.
• Demonstrate resourcefulness in the areas of customer service and client relations utilizing strong communication and interpersonal skills to forge strong professional client relationships.
• Seamlessly manage inter-departmental relationships with Financial Aid and various other internal departments, serving as an information resource to management, peers and staff members.
• Apply dynamic leadership talents to lead teams in the achievement of performance standards in accordance with Admissions department goals and objectives.
• Provide timely and effective resolutions to complex admissions issues and prevent escalation, utilizing strong analytical and conflict management skills.
• Establish a high performance team that works collaboratively to achieve common goals and deliver expert training and coaching in all areas of the admissions process for new and existing employees.
• Monitor the performance of customer service functions; identify problem areas and implement immediate corrective actions that improve levels of service and support.
Achievements
• Earned senior management recognition for an exemplary work ethic, superior organizational and analytical goals and demonstrated commitment to department success.
• Developed a highly innovative team that consistently ranked in the Top 10 of the sales cycle.
Alpine Engineered Products, Pompano Beach, FL 09/02 – 11/04
Application Specialist
• Handled a complex daily workload and coordinated multiple priorities in a fast-paced, time sensitive environment, providing superior levels of support, troubleshooting and problem solving.
• Functioned as a customer liaison, providing customer technical interface with the programming department, ensuring the consistent achievement of client requirements.
• Played a pivotal role in business development, meeting and exceeding productivity sales goals by 50% and developing strong client relationships that increased repeat and referred business.
• Responsible for a vast range of functions including testing proprietary software, specification development, training development and help-desk coordination among others.
• Monitored daily operations and identified performance and product development requirements in accordance with business needs; spearheaded successful development programs.
Frances White Page 2
• Created, updated and maintained company software documentation on a bi-weekly basis.
• Collaborated closely with inter-departmental team members, managers, and peers to provide the highest levels of client service and support, enhancing the company profile externally.
Internet Billing Company, Pompano, FL 05/01 – 9/02
Supervisor
• Directly contributed to company performance by providing expertise, reliability and continuity in supervisory procedures, leading to optimized levels business performance.
• Provided mentoring and supervision to 150 junior support staff and delivered comprehensive training in daily operations, establishing a highly trained, flexible and cooperative team.
• Skillfully reduced client complaints by 20%, utilizing strong problem resolution skills to identify swift and effective solutions to complex client problems.
• Resolved technical issues using solid technical expertise and troubleshooting abilities to support clients and staff members.
• Spearheaded the introduction of key improvements to systems-related issues, leading to increased levels of client satisfaction and retention.
MerchantOnline.com, Boca Raton, FL 07/00 – 12/00
Customer Service Representative
• Successfully increased sales by 10% leveraging strong marketing and public relations skills to increase product recognition in a highly competitive market.
• Collaborated closely with management, developing operational procedures that led to sales increases of 10% and increased customer satisfaction ratings.
United Way, Miami, FL 02/99 – 05/00
PC Technician
• Conducted weekly classroom based training programs with new hires and existing staff members and employed solid instructional abilities to ensure the successful transfer of knowledge.
• Developed effective training modules that met the needs of adult learners and fostered a spirit of open communication in a classroom setting.
MILITARY EXPERIENCE
Sp4 U.S. Army, Fort Rucker, Al
Honorable Discharge
EDUCATION
M.B.A. Candidate Kaplan University, Davenport Iowa 4/08
Bachelor of Arts, Troy State University, Troy, AL
Concentration: History Minor: French, Political Science
COMPUTER SKILLS
System Platforms: MS DOS, WIN95, NT, MAC OS, MVS/ESA, WINME, WIN2KPro, WINXP, TSO/ISPF, Languages: Natural, SQL, C++, HTML
PC Productivity Tools: MS Office, Adobe Photoshop, PageMaker, Remedy, Fox Pro, Explorer, Netscape, Lotus Notes, Remedy, Publisher
DTMS: FileMaker Pro, FoxPro, Ms Access, and SQL
Mail systems: Cc: mail, MSMail, Microsoft Outlook, Eudora, Net-meeting
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