Gates Business Solutions
June 2013 - Present
• Assist employees of Gates software clients (vehicle repair shops, independent adjustors, insurance clients and vendors on the proper use of Gates website-based software, Performance Gateway and Performance Claims. I provide training via phone and provide additional support via email.
• Conduct full software usage training as needed for new business customers and new employees of existing customers.
• Assist business customers on problems encountered in using our software.
• Assist with outbound/inbound calls with business clients during installations, upgrades, and general servicing of business accounts
• Maintain accurate information our customer service history database
John Deere Financial
April 2012 – September 2012
Provide information to customers regarding products and services. Document customer interactions and product/service issues, enter descriptive information online in order to provide history and tracking of issue resolution. Research, resolve, and respond to general and semi-complex customer questions; escalate complex questions for resolution and reference single or multiple screens or documents to resolve issues. Share best practices with department team members in order to maintain required service levels. Track trends in customer and product concerns and inform/provide feedback to appropriate departments/units so that necessary action can be performed. Evaluate disputes between customer opinion and company actions, and explore alternative solutions that will result in satisfactory resolution. Troubleshoot and assist customers accessing customer self serve website.
Root Foundation
Non-Profit Corporation founded by me in 2006 to meet the needs of the educationally disadvantaged, by providing training in academics, combined with character development in rural villages. Root Foundation also provides a means for the people of the materially-developed world to share their wealth and educational benefits with others in their human family.
Founder and President - Board of Directors
November 2008 – October 2012
Develop community-based education projects
• I oversaw online donations,
• Oversaw sites that receive our donations, and
• Maintained the website (Rootfoundation.org)
Customer Account Specialist
Spectrum Brands
May 2005 – July 2009
• Managed all accounts for the Canadian Division of Spectrum Brands, representing $60 million of annual sales,
• Monitored trends in their customer rebate program (Spectrum Brands shares with merchants the cost of customer advertising and servicing) and, offered recommendations to merchants to optimize its performance.
• Maintained key relationships with sales, brokers, customers, business analysts, call center organization, and supply chain, particularly to resolve disputes and handle problems.
• Managed rebate agreement financials, creating necessary debit/credit memos for invoice adjustments and resolved problems as a power user of the SAP enterprise system.
• Processed contracts and administered pricing condition records through SAP enterprise system.
• Handled all inbound customer calls and entered orders into the through SAP enterprise system.
• Managed orders and resolved pricing problems.
Technical Support Specialist
Metavante Corp
May 2003 – July 2004
Metavante Technologies, Inc., through its subsidiary, Metavante Corporation, provides financial technology services, software and financial services regulatory advice and consulting to its customers, who consisted of small to large sized financial institutions. The $1.5 billion organization is headquartered in Milwaukee, Wisconsin, and employees over 5,600 employees in 35 U.S. cities. On October 1, 2009, Metavante was acquired by Fidelity National Information Services. Metavante products and services drive account processing for deposit, loan and trust systems, image-based and conventional check processing, electronic funds transfer, consumer healthcare payments, and electronic presentment and payment.
I provided technical support and resolved client concerns regarding use of their website, called paymybill.com. On this site a customer could view copies of monthly bills and pay theses bills over the internet. I took inbound calls, assisted these customers to troubleshoot access to paymybill.com and processed online payments behalf of customers.
Customer Service Representative
Select Comfort
August 2001 – June 2002
Select Comfort is a U.S.-based manufacturer of premium beds, foundations, and bedding accessories. The company is based in Minneapolis, Minnesota and has manufacturing and distribution facilities in South Carolina and Utah. As of 2011, the company employed 2,328 people across the United States.
I took inbound calls, executed sales and service orders, addressed customer questions, resolved product concerns, and provided product support including how to use the features of the bed.
