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SONYASPEARSSS Hoover, AL Street Address ,PHONE NUMBER AVAILABLEEMAIL AVAILABLEPROFESSIONAL SUMMARY9 years of experience with information technology 7 years of experience with retail client services Developing and implementing innovative programsSKILLS Customer experience control  Process optimization  Strategic planning Requirements gathering  Conflict resolution  Problem-solving Change impact analysis  DocumentationEXPERIENCERetail October 2009 - CurrentArise Virtual Solutions Atlanta, GAManaged approximately 100 employees providing customer support services to Sears.com, Craftsman.com, Kmart.com, AT&T and Intuit TurboTax Supervised customer support services that generating $4000 in sales per shift for Sears.com, Craftsman.com, Kmart.co Supervised customer support services generating $5500/ shift for Intuit, TurboTax.com Met sales, response time and customer satisfaction benchmarks 100% of the time Resolved approximately 2400 customer problems with delivery, software applications, and technical support while providing customer service and resolving billing issues for TurboTax.com and other affiliated sitesPerformed various executive secretarial and administrative responsibilities as required by daily operations for to Sears.com, Craftsman.com, Kmart.com, AT&T and Intuit TurboTaResponded independently to communications both verbal and written from customers and customer support services with the ability to select from multiple procedures and methods to accomplish tasks and apply organizational policiesCoordinated virtual meetings, activities and schedules, developed and recommended policies, procedures, software applications and systems Assisted in preparing speeches and internal news releases for TurboTax.com Administrative projects and technical anomalies relating to software and Internet services Monitored and evaluated communications between customers and customer support services including telephone calls, email messages and Internet chats; assisted customers and customer support services using independent judgment to identify messages that required priority attention while prioritizing and facilitating communicationProofread and edited documents for accuracy and format then distributed documents as instructed to Sears.com, Craftsman.com, Kmart.com, AT&T and Intuit TurboTax customer support servicesBusiness Analyst February 2007 - October 2012The Berkeley Group Atlanta, GA. Contributed to the development of a consolidated HR website for Cox Communications Executed web-based QA test scripts and created results logs Analyzed and reconciled data between test and production environments Created final test disposition and overall results report Maintained test results in Mercury Test Director Lead in the requirements gathering process Published the requirements for Knowledge Manager to various organization members EDUCATIONAssociate of Science - Computer Information Systems Herzing University, Atlanta, GABachelor of Science - Information Technology Management Herzing University, Atlanta, GABachelor of Science - Information TechnologyHerzing University, Atlanta, GAMaster of Business AdministrationUniversity of Phoenix, Atlanta, GA