Jean Mccartney
Murfreesboro
Summary
Experienced in managing projects focused on software implementation and optimizing existing software to enhance order processing efficiency. Skilled in identifying areas for improvement and implementing solutions to streamline operations. Proven track record of enhancing system functionality to meet business objectives. Dedicated to continuously improving processes and driving operational excellence through innovative solutions.
Overview
28
28
years of professional experience
Work History
Technical Support Representative
Asurion
09.2018 - 02.2025
- Guided customers in optimizing smart device usage.
- Facilitated customer interactions to retrieve data from cloud platforms on Android and Apple devices.
- Clarified billing information for customer understanding.
- Assessed insurance eligibility and detailed deductible figures.
- Supported customers in locating claim status and estimating arrival of replacement items.
- Achieved expected standards in call center operations.
Customer Service Representative
Drake Tax Software
01.2018 - 09.2018
- Supported clients in diagnosing software malfunctions.
- Supported clients in monitoring the submission and progress of their tax returns.
- Facilitated client software setup for efficient tax preparation.
- Directed unresolved client concerns to relevant departments for further action.
Account Services Representative
Ingram Content Group
12.2015 - 07.2017
- Open new accounts and enforce library processing guidelines for books.
- Ensured customer specifications were met through direct interaction.
- Leveraged Salesforce to facilitate interdepartmental communication regarding customer concerns.
Administrative Coordinator
Ingram Content Group
04.2009 - 12.2015
- Facilitated access for new accounts to the online database.
- Resolved customer service concerns promptly and effectively.
- Addressed and managed customer concerns related to electronic orders.
- Facilitated order processing through mainframe entry.
Senior Customer Care Representative
Ingram Content Group
05.1997 - 04.2009
- Managed call center's inbound call flow.
- Processed orders submitted via fax.
- Troubleshot customer problems related to Electronic Ordering.
- Managed customer inquiries and corrected errors by dispatching accurate products.
Education
High School - undefined
Smyrna High School
01.1997
Skills
- Microsoft Word, To complete
- Microsoft Excel, To complete
- Technical Support, To complete
- Microsoft Outlook, To complete
- Call Centers, To complete
- Customer Service, To complete
- Problem Solving, To complete
- Project Management, To complete
- Retailing, To complete
- SalesforceCom, To complete
- Tax Management, To complete
- Scheduling, To complete
- Coordinating, To complete
- Administration, To complete
Timeline
Technical Support Representative
Asurion
09.2018 - 02.2025
Customer Service Representative
Drake Tax Software
01.2018 - 09.2018
Account Services Representative
Ingram Content Group
12.2015 - 07.2017
Administrative Coordinator
Ingram Content Group
04.2009 - 12.2015
Senior Customer Care Representative
Ingram Content Group
05.1997 - 04.2009
High School - undefined
Smyrna High School
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