Summary
Overview
Work History
Education
Skills
Affiliations
Timeline
Generic

Donna Kelly

Eliot

Summary

Results-driven Technical Service Manager known for productivity and efficient task completion. Specialize in technical troubleshooting, process improvement, and customer relationship management. Excel in leadership, problem-solving, and communication, ensuring seamless operations and outstanding service delivery.

Overview

28
28
years of professional experience

Work History

Technical Service Manager

Thermo Fisher Scientific Inc.
Newington
06.1998 - 06.2023
  • Established performance metrics and monitored team performance against those metrics.
  • Reviewed customer complaints related to product or service quality and took corrective action as needed.
  • Provided guidance on best practices for troubleshooting complex technical problems.
  • Ensured compliance with industry standards regarding safety regulations, licensing requirements.
  • Managed the resolution of escalated customer service issues while maintaining customer satisfaction levels.
  • Analyzed customer feedback data to identify areas for improvement in service delivery.
  • Collaborated with technical support team to develop strategies for resolving customer issues quickly and efficiently.
  • Maintained relationships with customers, vendors, and staff to ensure delivery of quality services.
  • Conducted regular training sessions for technical support staff on new products and services offerings.
  • Identified opportunities to improve operational processes within the Technical Service department.
  • Prepared detailed documentation outlining procedures for responding to emergency situations.
  • Encouraged team collaboration and motivated individual employees through positive reinforcement and technical recognition.
  • Assessed escalated cases requiring additional attention or specialist expertise.
  • Created knowledge base articles for commonly encountered technical issues.
  • Provided technical support to customers via phone and email.
  • Documented procedures related to product usage and maintenance.
  • Suggested improvements for existing processes based on feedback from customers.
  • Developed solutions for resolving customer inquiries in a timely manner.

Sales Representative

Kittery Trading Post
Kittery
05.2005 - 09.2007
  • Stocked shelves with merchandise according to company standards.
  • Organized displays to attract customers and promote sales.
  • Maintained a clean work environment by sweeping, dusting, vacuuming and mopping floors.
  • Demonstrated knowledge of store products and services.
  • Inspected purchased items for defects before handing them over to customers.
  • Greeted customers upon entering the store and provided assistance.
  • Demonstrated product features to customers.

Technical Support Engineer

Thermo Fisher
Newington
05.1995 - 06.1998
  • Provided technical support to customers by troubleshooting and resolving hardware and software issues.
  • Resolved complex technical problems through root cause analysis techniques.
  • Provided remote assistance to end-users when needed.
  • Installed and tested operating systems, applications, updates, patches, and service packs.
  • Replied to customer queries via email, messaging systems and support ticket platforms.

Education

GED -

Nashua High School
Nashua
08-1974

Skills

  • Performance metrics
  • Regulatory compliance

Affiliations

  • I am a part-time potter.

Timeline

Sales Representative

Kittery Trading Post
05.2005 - 09.2007

Technical Service Manager

Thermo Fisher Scientific Inc.
06.1998 - 06.2023

Technical Support Engineer

Thermo Fisher
05.1995 - 06.1998

GED -

Nashua High School

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Donna Kelly