Connie O'Connell

San Antonio, Texas 78258

Cell (210) 519-7990
connier1@satx.rr.com

Objective: To obtain a challenging Customer Service position with a well establ

ished company.

WORK EXPERIENCE
2008 - 2008
Job Title: Technical Support Representative
Company: Network Merchants, Inc., Schaumburg, Illinois
Supervisor: Nick Starai - (847) 352-4850
Duties: Responsible for providing technical support and resolving a variety of t
echnical inquiries via phone
and email to customers worldwide. In this role, I was able to solve problems in
dependently and make decisions that I considered to be in the customer's best in
terest. I always strive for one-call resolution
of customer issues. I was responsible for keeping up to date with ever evolving
technology and translate this information into terms the customer can understan
d. I would handle challenging calls with grace and have satisfied customers to
show for due to diligence.
* Deliver world class customer service and build customer satisfaction and loyal
ty
* Provide effective and timely resolution of a range of customer inquiries
* Manage and resolve calls and emails from customers around the world
* Strike a positive and cooperative tone with both customers and coworkers
* Assist and support customer integrations into our payment processing software
2006 - 2007 Self employed
1999 - 2005
Job Title: Buyer
Company: Insight, Inc., Bloomingdale, Illinois
Supervisor: Lorne Fernandez - (630) 924-6700
Duties: Primary responsibilities are to ensure customer satisfaction through a
ggressive sourcing and inventory
management, handling of vendors of lesser scope, support Managers as assigned.
Act as assigned vendors and product categories. Responsible for placing purchas
e orders for Hewlett Packard desktops, notebooks, printers, Ipods and spare part
s with multiple vendors, execute stock rotations and make payment decisions.
* Responsible for placing purchase orders with multiple vendors with excellent n
egotiation skills
* Responsible for maintaining accurate costing, classification and status of ass
igned products
* Investigate and resolve receiving and invoicing discrepancies, proactively man
aging receipt dates, work with distribution employees to resolve issues regardin
g lost and damaged product
* Assist sales and customer service department as necessary to ensure customer s
atisfaction
* Work with the Finance department to resolve any vendor issues as necessary
* Responsible for updating spreadsheets on my product line and make sure no inve
ntory is in warehouse over 30 days for my product line
1998 - 1999
Job Title: Administrative Operations Assistant
Company: Crowe Chizek and Company, LLP, Oakbrook, Illinois
Supervisor: Kevin Ohl (630) 574-7879
Duties: Responsible for college campus/experienced hire recruiting process for o
ur Systems consulting group. I
Identified Recruiting members, roles, published recruiting schedule. I provided
administrative support preparing letters for recruiting process, spreadsheet pr
eparation and maintaining the software library and keeping inventory of technica
l books.
* Created recruiting data base
* Responsible for Identifying recruiting members, assign roles, publish recruiti
ng schedule
* Coordinate logistics for in-office and off-site meetings for the Systems Consu
lting Group
* Provided assistance for proposals for the Sales Department, spreadsheet prepar
ation, mass mailings
* Prepare letters, scan and insert resumes received by applicant into the recrui
ting database
* Maintained software library
1994 - 1998
Job Title: Customer Relations Representative
Company: Dow Jones & Company, Naperville, Illinois
Supervisor: Shelly Day - (630) 961-4686
Duties: Responsible for delivering world class customer service to subscribers o
f the Wall Street Journal and Barron's. I provided excellent customer service i
n an extremely busy call center and processed sales orders via phone while enter
ing information into our database. I resolved delivery issues and relayed deliv
ery problems to our National Delivery Service.
* Responsible for training new Customer Service Representatives
* Processed sales orders via telephone, processed suspension of delivery, cancel
lation of subscriptions, refunds and was responsible for follow-up procedures.
* Worked in a call center environment and delivered world class customer service
while building customer satisfaction and loyalty
* Investigate and resolve and delivery issues
* Typing (heavy data entry), filing, mass mailings
SKILLS:
* SAP
* MS Office
* Typing of 65 w.p.m.
* Keyboarding proficiency and use of automated systems
* Very comfortable with web technologies
* Excellent verbal and written communication skills