Jennifer Goode Davis
Tuscaloosa,AL
Summary
Motivated Order Management Representative processes and tracks customer orders in fast-paced environment with demonstrated commitment to customer service excellence.
Technology-inclined professional possesses strong troubleshooting capabilities and customer-oriented attitude. Multitasks, prioritizes and problem solves while creating and maintaining well-organized workflow. Strong ability to learn and adapt to various software and to navigate multiple systems.
Overview
28
28
years of professional experience
Work History
Technical Support Engineer
HEXAGON MI SOFTWARE
04.2018 - 09.2023
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Provided guidance on installing and integrating new hardware components and software to remote clients.
- Served as primary point of contact for support relating to owned solutions and products.
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Updated and maintained current CRM Software/Sales Force
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Gathered trend data from customer calls and interactions.
Membership Manager
Alabama Public Radio
08.2013 - 05.2017
- Oversaw and enhanced public relations and fundraising programs across entire State of Alabama.
- Managed time efficiently in order to complete all tasks within deadlines.
- Excellent communication skills, both verbal and written.
- Promoted program to funders through direct appeals and special publications or online appeals.
- Recorded accurate and efficient records in customer database.
- Addressed problems with accounting, billing, and service delivery to maintain and enhance client satisfaction.
Director of Development
Easter Seals
04.2011 - 07.2013
- Deployed internal CRM system to monitor outreach initiatives and record donations/sponsorships.
- Established technical strategy for events, accounting for overall business goals, budgetary limitations and resource allocation.
- Developed fundraising activity plans to maximize participation or contributions and minimize costs.
- Oversaw and enhanced public relations and fundraising programs across entire West Alabama area.
Director of Communications and Development
Resources For Independence
01.2009 - 01.2011
- Developed and managed relationships with key constituencies to develop knowledge of business priorities and accomplishments to strategically position and promote company excellence.
- Created and implemented internal and external communication plans to establish consistent and timely messaging.
- Coordinated and directed public relations activities to align with corporate strategic goals.
- Managed budget allocation and resource utilization to maximize marketing ROI.
- Generated sponsorships with related and partnering entities to enhance marketing objectives.
Manufacturer’s Representative
CabinetVision Software
01.2001 - 01.2008
- Coordinated and managed vendor relations to secure access to resources and services needed to promote business at events.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
- Collected, arranged, and input information into CRM system.
- Listened to users, communicated training and translated technical information into easily understood terms.
- Prepared and delivered instructor-led training sessions (onsite and classroom setting).
- Used ticketing systems to manage and process support actions and requests.
- Documented support interactions for future reference.
Marketing Supervisor/Ad Sales Assistant/Traffic Director
Comcast Cable
05.1995 - 04.2001
- Planned and carried out successful marketing events as head of three-person marketing team.
- Wrote engaging copy for email, direct mail, print and online campaigns.
- Managed budget allocation and resource utilization to maximize marketing ROI.
- Created media and advertising packages for sales reps' presentative to prospective and existing customers.
- Reconciled affidavits and invoices to actual air times of advertising spots
- Responsible for scheduling all advertising in requested time slot through the use of analog trafficking software.
Education
Master of Science - Interactive Technology
University of Alabama
Tuscaloosa, AL05.2019
Bachelor of Arts - Communications
University of Alabama
Tuscaloosa, AL08.1986
Skills
Customer Relationship Management
- Customer Service
- Time Management
- Ticket Queue Software
- Technical Support
- Organizational Skills
- Short and Long-Term Planning
- Issue Escalation
- Analytical and Methodical
- Customer Communication and Empathy
- Microsoft Windows and Office
- Creative Issue Resolution
Timeline
Technical Support Engineer
HEXAGON MI SOFTWARE
04.2018 - 09.2023
Membership Manager
Alabama Public Radio
08.2013 - 05.2017
Director of Development
Easter Seals
04.2011 - 07.2013
Director of Communications and Development
Resources For Independence
01.2009 - 01.2011
Manufacturer’s Representative
CabinetVision Software
01.2001 - 01.2008
Marketing Supervisor/Ad Sales Assistant/Traffic Director
Comcast Cable
05.1995 - 04.2001
Master of Science - Interactive Technology
University of Alabama
Bachelor of Arts - Communications
University of Alabama
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