Professional Experience:

Confidential
Carlsbad, CA
3/08-Present
Technical Customer Support Manager
* Taking full charge of the customer service function in our company from both a
n individual contributor perspective as well as a managerial perspective.
* Oversee and manage all customer service contacts for online services, which in
clude answering emails, customer service tickets, incoming phone calls, voicemai
ls and online chat. Handle both "pre-sales" and "post-sales" customer inquiries
.
* For pre-sales calls, answer questions about our products, touting their benefi
ts and encouraging prospective customers to purchase the product. For post-sale
s calls, answer questions about our products, fielding customer complaints, prov
iding technical assistance to customers, researching issues they report, and wor
king toward finding solutions to those problems.
* From a managerial perspective, "own" the customer service department, fully re
sponsibility for the successful day-to-day operations of the customer service ar
ea. Evaluate, update and enhance current processes, procedures, policies, method
s & tools.
* Identify and report potential technical problems indicated by customer inquiri
es, for reporting in company meetings any issues, trends or patterns we see in c
ustomer service, that effect our business both positively or negatively.

Hunter Industries
San Marcos, CA
01/07-03/08
As contractor 06/06-02/08
Administrative Assistant II
* Provide clerical and administrative support to the Director Human Resources as
well as the other managers in the Human Resources department.
* Manage and report monthly financials to Human Resource Director
* Create reports using Crystal Reports for Human Resource Director.
* Assist and manage annual budget planning and reporting.
* Preparing presentations from quarterly and fiscal year data for Directors, Man
agers and Stockholder meetings.
* Prepare monthly company newsletters.
* Compile statistics, spreadsheets, and graphs for Human Resource Managers.
* Assist with the preparation for company reorganization.
* Prepare Monthly Budget Analysis Reports from raw corporate data.
* Prepare agenda, take and distribute meeting minutes of Human Resource Managers
Meetings.

IBM-Rational Software
Sunnyvale, CA/Boulder, CO
06/00-07/04
Lead Technical Support Representative
* Logged and worked software issues reported by customers from opening to resolu
tion.
* Researched and worked with several other teams in our department as well as De
velopment and Quality Assurance groups to resolve customer reported issues.
* Tested new software releases, upgrades, patches, and hot fixes.
* Regularly tested integration of all Rational Suite products.
* Maintained a test environment for testing of any customer configuration.
* Relocated to Boulder to assist with development of new Technical Support Offic
e.
* Assisted with hiring and training of a new Technical Support Team in Boulder,
CO.
* Acted as a liaison between Boulder team and Boston team.
* Attended job fairs for recruiting purposes.
* Interviewed candidates.
* Prepared and delivered training documents to new hires.

Rational Software
San Jose, CA
08/98-06/00
Senior/Lead Customer Support Representative
* Managed team daily task schedule including phone coverage, report running and
other project time.
* Produced monthly phone and database reports for all teams in Technical Support
Department.
* Assisted with development of training materials and process for Customer Suppo
rt Team.
* For a period of time I acted as manager to the team of 4 and reported directly
to the Director of Technical Support.
o Went over weekly reports and goals and assisted with setting the following wee
k's goals.
o Determined if the team could take on new responsibilities to assist the other
Technical Support teams with their customers.
o Assisted with irate customer calls, and made call backs to those customers who
responded negatively to our Customer Satisfaction Surveys.
o Handled all customer complaints at this level.
o Recruited, screened and interviewed applicants for open positions in Technical
support.
o Trained all new hires to the Customer Support Team
o Assisted with writing and giving annual reviews.
Rational Software
San Jose, CA
02/98-08/98
Administrative Assistance/Customer Support Representative

Professional Skills:
* Customer Service
* QuickBooks
* Microsoft Office
* Crystal Reports
* Lawson 9.0
* Microsoft Publisher
* Microsoft Visio
* Lotus Notes
* Lotus 123
* PeopleSoft
* AutoCAD
* Siebel
* Vantive