Account Manager

Posted on: 2006-01-17

SHELLEY A. JACKSON 8762 Valley Lakes Court, Union City, Georgia 30291 HM: 770-969-3722 Cell: 678-571-7072 [email protected] Education Strayer University, Masters in Business Administration, December, 2005 Clark Atlanta University, B.A. Business Administration May, 1995 Core Strengths • Seven years of Management Information Systems experience with emphasis in Customer Service, Sales and application support • Proficient in Lucent QIP, MS Office Suite, Remedy, TCP/IP, Oracle, Cisco, PM Track, Seibel, Telnet, 3270 Emulator, NetView, Vina, and MS Project • Key competencies include multiple projects management, customer-client service focused, relationship builder, effective communicator, team player, client retention, document control and information processing • Exceptional problem solving and critical thinking skills Hansco Corporation Atlanta, Georgia Business Analyst 2001 – Present • Manages and coordinates all customer service functions to include customer information customer care and special projects • Manage and oversee all aspects of automotive sales and organizational objectives and initiatives • Develops and establishes procedures and policies governing customer service, customer information and sales objectives • Lead the development of the quality assurance report and establish measures to be achieved by sales team • Serves as the primary point of contact for all issues that impact customers • Provides recommendations relative to service improvements and reliability of our services to the customer • Prepare timely and accurate monthly invoices for the B2B customer base • Research and resolve customer-billing inquiries BellSouth Internet Group Atlanta, Georgia Network Engineer/IP Manager 2001 – 2004 • Responsible for assigning static internet protocol (IP) addresses to BellSouth customers • Monitor Business Provisioning IP address inventory • Technical Writing Assistant • Responsible for database audits to ensure data integrity and accuracy • Developed and performed Quality Assurance process on customer files after completion of service installation Electronic Data Systems Atlanta, Georgia Senior Helpdesk Coordinator 2000 – 2001 • Support end users personal computers, servers, mainframe applications and hardware • Work in a MIS call center environment • Interact with network services, software systems, engineering and applications development to restore services • Maintain responsibility for ensuring resolution to problems assigned in a timely manner • Use problem management database and helpdesk systems to access customer workstations remotely Bank of America Atlanta, Georgia Helpdesk Analyst 1998 – 2000 • Provide hardware/software support using OS/2 and LAN in a client server setting • Support technology for business units within the bank • Isolate and resolve telephone line disruptions with network Telecom • Provide on call back up support in resolving processing errors and production problems • Supervise training and development of new employees • Troubleshoot various areas to ensure productivity in banking centers • Problem solving liaison between helpdesk and banking employees G-Tech Corporation Atlanta, Georgia Helpdesk Analyst 1997 – 1998 • Analyze, diagnose and resolve technical problems with the GA Lottery online terminal, Quick Cash monitors, and G-Tech validation terminals • Monitor telecom routers to ensure network connectivity within the facility and remote locations • Assist customers with daily and weekly sales reports • Work in tandem with Sales and Market personnel to ensure the highest customer satisfaction Coca-Cola Enterprise Austell, Georgia Customer Service Representative 1996 – 1997 • Manage the Coca-Cola Enterprise accounts payable to ensure programs are maximized in the field with customers • Work closely with Retail and Foodservice Key Account Managers to implement national customer service plans • Customer ownership to develop account specific programming • Conduct Accounts Payable functions as a secondary responsibility • Provide ongoing analysis of customer billing information Affiliations • Bennett McKinney Youth Group • Alpha Kappa Alpha Sorority