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Professional Summary

Highly experienced IT customer service professional adept at learning new programs and systems quickly. Excellent communication skills, both oral and written. Graduate of Kent State University with degree in Business Management looking to join a team dedicated to creating excellent customer experiences.

Skills

Customer Service / Administrative Skills

  • 70 WPM Typing
  • Zingle Customer Engagement Software
  • Salesforce CRM
  • Research and Data Analysis
  • Microsoft Office
  • VBA For Excel Macros
  • Emphasis on Customer Joy and Satisfaction
  • Clear and Accurate English Communication: Written and Oral
  • Patient and Empathetic Conflict Resolution
  • Creative Problem Solving
  • Attentiveness
  • Team Leadership Experience
  • Time Management, Efficiency, and Prioritization

IT / Development Skills

  • HTML
  • CSS
  • SCSS / Sass
  • JavaScript
  • Responsive Design
  • PHP
  • Apache Server Admin
  • Command Line
  • WordPress Development, Customization, and Troubleshooting
  • Website Speed Optimization
  • SEO
  • Git Version Control
  • AutoHotKey
  • Photoshop
  • Illustrator

Education

Kent State University - Kent, Ohio

Bachelor of Business Administration, Magna Cum Laude (December, 2006)

  • Major: Business Management
  • Minor: Psychology
  • GPA: 3.76

Employment

Firestone Country Club - Akron, Ohio

Customer Service Attendant, Team Lead (1999 - present)

  • Cultured and trained for years in an organization whose sole aim is over delivery of customer joy, satisfaction, and fulfillment
  • Used Zingle customer engagement software to provide fast, friendly support under company tone, grammar, and voice guidelines
  • Wrote a VBA macro for Microsoft Excel providing functionality lacking in our hospitality management software, saving thousands of dollars for an otherwise needed system update
  • Served as team lead, entailing supervision of employees, service for hundreds of customers daily, and training new team members
  • Designed graphics for digital lobby welcome screen using Adobe Photoshop and Illustrator
Freelance Work - Akron, Ohio

Freelance Web Developer (2010 - present)

  • Developed websites for small businesses with focus on delivering excellent user experiences through accessible code and graphics optimized for fast performance
  • Leveraged WordPress CMS as foundation for building websites
  • Created child themes and edited their HTML, CSS, JavaScript, and PHP files to create beautiful and functional websites
  • Configured WordPress plugins that add vital website functionality, including SEO and Caching plugins
Time Warner Cable Business Class - Akron, Ohio

Sales Support Specialist (2015)

  • Worked with sales team to input and update digital service orders using Salesforce CRM and other company software
  • Earned a nearly perfect performance assessment during my time here

Portfolio

JavaScript Projects

Speed Reader

This app quickly flashes the words from online articles in succession to help users read at much faster speeds. Users are able to customize speed, how many words displayed at a time, and text size.

Lease Mileage Checker

This app analyzes info about your current automobile lease and how many miles you have driven, and checks whether you are on pace to be over or under your allowed miles at lease termination.

Web Development Projects

3D Insurance Agency

Full design and development of website, branding, and logo for a small, local insurance company. The site is built on WordPress CMS and I created a child theme the create a custom design.

Handy Hendricks

Designed and developed this site for a local handy man contractor. The site is based on WordPress CMS, and I created a child theme to create a custom design.

SC Laundromats

Full design and development of website excluding logo for a small, local laundromat company. This site was built from scratch without WordPress or any other CMS, and employs HTML, CSS, PHP, and JavaScript.

Owlworks LLC

Designed and developed this site for a local board game hobbyist. The site is based on WordPress CMS to make creating new blog posts quick and easy, and I uses a child theme for custom design.

Contact Me

I'm excited to hear from you about how we can work together

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