Jackie Carter

Helpdesk Support /CCC ONE Software Implementation Team

January 2011 to Present

Provide level 1 support
Successfully installed and trained CCCIS software applications to over 14,000 users
TCP/IP configuration on various windows OS systems
Developed network environments both LAN and home networks
Monitored ACD queue to insure a high inbound and outbound call ratio at all times
Logged all helpdesk calls in Oracle and Vantive tracking system
Selected to handle and resolve all escalated calls to insure positive customer feed back
Onsite installations as well as onsite training
Mapped directories and developed security and permission on network folders
Created windows accounts on both Domain and local machines
Project Manager
Coordinated efforts between IT managers, field representatives and the implementaion team to achieve a seamless transistion into the new software
Maintain daily log of all progress reports
Maintained constant communication with project team managers to identify issues, and allocate resources
Received numerous awards for exceeding department goals and standards

Account Manager/ Sales Consultant

April 2009 to June 2010

Managed both corporate and consumer sales accounts
Conducted inbound and outbound calls to achieve superior customer satisfaction.
Qualified buyers by understanding consumer and corporate needs and building interest in the product
Developed and maintained a unique and personable relationship with clientele
Negotiated price, financing and completed purchasing contracts
Overcame numerous objections with the highest closing ratio of all sales staff.
Received Award of Excellence from Volkswagen of America for exceeding sales quota in 2010

Helpdesk Associate/Customer Service Rep

June 2008 to June 2009

Reconciled customer billing and financial statements and documented all inquires in the CRM system
Assisted users with web site navigation and question via phone and email
Provided level 1 support resolving software installion issues and assesing technical requirement
Followed departmenal procedures to properly inform customer of ticket status, product availability and managed customer expectations.