yyyyyy x. yyyyyy                                                    0000 xxxxxx xxxx , xxxx , xxxxx 00000

                                                                                                                   xxx-xxx-xxxx [h xxx-xxx-xxxx  [c]

                                                                                                                                                abc@xyz.com

objective

business professional eager to contribute customer service, sales support, process analysis, training, administrative and coordination skills in a challenging assignment.

 

career profile

ø  long-term successful business experience in the technology sector.

ø  expertise in delivery of exceptional customer service.

ø  highly capable administrator, process analyst, trainer and team leader.

ø  multiple awards for outstanding performance (see below).

ø  outstanding communicator and speaker.

ø  well-organized multi-tasker with strong detail orientation.

ø  solid information technology ability.

ø  self-motivated, self-directed.

ø  adept in relationship development and facilitating repeat business

ø  comprehensive understanding of business and operations management.

ø  proven accomplishments in coordination, strategic planning and project management.

ø  flexible and adaptable to rapidly changing circumstances.

ø  college-level it studies.

 

technology skills

oracle 10.7 (super user), oracle 11i (super user), webdesk (super user), w5c (super user), sacs, esq, dmt, siebel crm (super user), savvion wfm, staroffice, mfg pro, ipps, amaps (bms, mcs and mrp),

ms word, access, excel, windows

 

professional experience

sun microsystems, burlington, ma                                                                                            1997 - present

sales support representative (2006-present)

       promoted to conduct pre-sales duties covering inbound/outbound calling.

       successfully identify and qualify new opportunities.

       have gained in-depth product /services knowledge.

       originate quotes/configurations for effective customer solutions.

       manage account contract data for key telecommunication accounts including alcatel, lucent and innovative technology distributors.

       maintain and upgrade client profiles covering discounts, contracts, account team data and special agreements between sun and alu/itd.

       coordinate with account executives, field sales representatives, marketing, engineering and customers to develop new products compatible for client solutions.

 

process analyst/trainer/business support (2004-2006)

       advanced to manage comprehensive operations to support suspect to collect business processes for hardware/service globally.

       effectively developed business/compliance rules/requirements for new product releases, acquisitions and promotions.

       evaluated impact of business change with sales support and logistics.

       designed training documentation.

       facilitated training sessions to implement changes.

       provided remote unit support.

       communicated product/process changes to organization.

 

 

 

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order administration team lead telecommunications area (1999-2004)

       tasked to book revenue orders,

       delivered exceptional customer and sales web/e-mail/phone support.

       administered customer support representative activities.

       upgraded process, order fulfillment and configuration escalations.

       conducted on-going customer interface to resolve all issues.

       assured successful order fulfillment while optimizing lead times.

       processed up to 100 e-mails and 800 calls daily.

       supervised ten customer support representatives in telecommunications and auctions areas.

       oversaw development of area matrix reports covering order administration to customer support representatives and senior management.

       successfully resolved customer escalations for telecommunication and auction areas.

       led bi-weekly team meetings to communicate booking policy, compliance and process initiatives.

 

earlier background

prior to 1999, served sun microsystems as planner/buyer and held positions as procurement analyst, material planner and production scheduler for wang laboratories, inc., lowell, ma.  in these assignments, built outstanding software/hardware procurement, sales, customer support, mrp, vendor relations, accounting and manufacturing support skill sets.

 

education

middlesex community college, lowell, ma

microcomputer studies

 

professional development

certified in: sun sigma 1, customer support skills, customer quality skills, interpersonal relationships, time management, managing through leadership, material requirements planning, bill of materials, capacity management/shop floor control, production scheduling systems, oracle navigation, order entry, order fulfillment, bom, eco, and purchasing, oracle 11i service contract quoting and booking, ms word, access and excel.

 

awards/commendations

consecutively received customer support representative of the quarter

gold team award for outstanding support of telecommunications area

award for outstanding support to service provider sales team

outstanding leadership award

customer support representative of the year

recognized and rewarded for admirable leadership communications area