Robin L. Knowles
Murfreesboro,TN
Summary
Enthusiastic individual experienced in analyzing issues on service calls and finding effective solutions. Offering engaging and pleasant personality with expertise building customer relationships. Outstanding diagnostics skills.
Overview
22
22
years of professional experience
Work History
Operations Center Senior Technician
Dell Inc./Ceva Logistics
08.2003 - Current
- Responsible for accepting 50-100 interfaculty calls, emails and chats interpreting user’s problems, and providing callers and providing callers with a resolution
- Analyze situations and data requiring critical evaluation of processes to identify root cause
- Technical Liaison between business users and multi-site facility support groups to seek resolution
- Analyze processes and recommend optimal solutions for efficient processes
- Monitor critical processes and software applications within the manufacturing facilities to prevent uninterrupted flow
- Support development and testing of shipping systems software upgrades and system maintenance
- Partner in facilitating consistent information flow between multi-facilities
- Drive cycle time reduction
- Create and document processes for Operations Center training purposes
- Investigate priority customer escalations to help with resolution.
Age Order Coordinator
Dell Inc
06.2001 - 08.2003
- Research all aging orders and verify shipped status
- Locate missing orders and ensure order is shipped
- Use carrier’s websites (UPS, FedEx, DHL,) for order tracking
- Ensure shipment of missing, wrong, and damaged orders
- Competency Strengths: Drive for results, Customer Focus, Motivate others, Detail Oriented, Self-starter, Problem Solving
- Applications: Remedy, AS400, OTRS, Service Now, PowerPoint, Word, and Excel
- Processed customer orders in line with established policies and procedures
- Created shipping and invoicing documents with accurate customer, destination, and materials information to meet shipper standards and identify any hazardous contents
- Examined orders to confirm accuracy, completeness and adherence to customer requirements
- Communicated with customers to verify information, fill out appropriate paperwork and carry out specified requests
Education
Some College (No Degree) - Business Management
Longview Community College
Lee's Summit, MOSkills
- Customer Experience
- Documentation
- Call Center Operations
- Research
- Quality Assurance Controls
- Active Listening
- Problem-Solving Ability
- Troubleshooting Skills
- Administrative Support
- 10-Key
- Conflict Resolution
- Filing
Timeline
Operations Center Senior Technician
Dell Inc./Ceva Logistics
08.2003 - Current
Age Order Coordinator
Dell Inc
06.2001 - 08.2003
Some College (No Degree) - Business Management
Longview Community College
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