ASHI Virtual Inspection

EXPERIENCE

•  A-1 Home Inspections, Inc., Manchester, NH

  3/2004 - Present

  • Treasurer & Office Manager

    Maintain business communications by answering phones and scheduling home inspections with clients and real estate agents. Explain and answer all questions pertaining to single and multi-family home inspections, radon in air quality and water analysis. Handle payroll, AP/AR, and taxes

•  NNEC-ASHI Manchester, NH

  3/2004 - Present

  • Administrative Assistant

    Responsible for handling all administrative aspects for the Northern New England Chapter of the American Society of Home Inspectors.

•  Primavera Systems, Inc., Concord, NH

  4/2001 - 11/2002

  • Coach Lead

    Responsible for maintaining and enhancing high performance teams in the Expedition technical support department of a project management software company. Recruited and managed 8+ Technical Support Representatives and frequently oversaw up to 16 in the department. Advocated support of upper management goals and objectives. Developed effective customer service skills through call monitoring, evaluations, feedback and coaching. Scheduled entire Expedition support department for three different shifts on a daily basis. Actively involved with the recruitment process of qualified candidates. Determined training and developmental needs of team members. Analyzed help desk activity of team members, performance against standards and implemented corrective action plans. Used Access for department databases and report writing. Wrote and delivered performance reviews and disciplinary action. Membership Committees: Customer Relations Management, Operations and Replication.

• Vitts Networks, Manchester, NH

  3/1999 - 4/2001

  • Supervisor, Service Provisioning

    Responsible for developing and managing the Service Provisioning Department of Vitts Networks, Inc., a former provider of communications and enterprise solutions. Recruited and managed 9+ Service Provisioning Representatives. Implemented departmental standards for database development, policies, procedures, and workflow processes related to circuit leasing and provisioning resulting in high quality, efficient service order processing. Facilitated training designed to cross connect teams resulting in improved communications, workflow and shortened revenue cycle. Developed a team foundation based on high expectations, honesty and integrity, consisting of two team leaders and seven representatives. Processed Employee Reviews, Position Justifications, Head Count Requisitions, Salary Budgets and Forecasts. Maintained service provisioning database and report writing using Access. Work closely with Information Systems to develop department management reporting, representative reporting, negative impact and interval reporting. Membership Committees: Operations, Customer Relations Management and Workflow Implementation.

• Fidelity Investments, Merrimack, NH

  4/1997 - 3/1999

  • EPIC Technical Support Representative

    Provided inbound call technical support for customers of a mutual fund and brokerage firm. Support included PC based and Internet based on-line trading programs covering installation, system compatibility, registration, functionality, data integrity, web browser compatibility, on-line research/tools, back-end communication problems and trading issues in MS-DOS, Windows 3.1, and Windows 95 environments. Trained to provide a high level of excellence in customer support and service.

     

• Application Techniques, Pepperell, MA

  12/1995 - 4/1997

  • Customer Support Specialist

    Provided technical support to end users and resellers for a TSR (terminate and stay resident) graphic utility program developer. Performed program testing for failure and consistency of performance on new versions. Testing included reporting stability, compatibility and data integrity issues in MS-DOS, Windows 3.1, and Windows 95 environments in conjunction with various computer graphic file formats, software programs, video boards and color printers. Developed databases for marketing research and customer call evaluations using Microsoft Access. Served as backup for invoicing, shipping and product manufacturing.

• Integrated Labeling Systems, Nashua, NH

  9/1993 - 12/1995

  • Customer Service Manager

    Developed and managed the Customer Service Department for a distributor of barcode labeling printers, media supplies, data collection, verification equipment and technical services. Oversaw administration of vendor quotations, customer proposals, shipping, receiving, and sub-contracted technical services. Verified and booked all customer orders. Performed purchasing to fulfill customer orders, inventory, supplies and samples. Designed databases and spreadsheets to maintain and track information required for smooth operation of the customer service department using Microsoft Access, Excel, MS Word and Q&A.

• APPLICATION EXPERIENCE

  • Microsoft Office Products 98/2000/XP versions (Word, Excel, Access, PowerPoint, Outlook), Microsoft FrontPage, typing 65+ WPM, 10-Key calculator, Desktop Publishing, Quicken, MS-DOS, Lotus Notes versions R4 and R5, Networking Principles and many other business applications and mainframe systems.

• EDUCATION

  • 2002                Franklin Pierce College, Concord, NH - Major in Accounting

  • 2002                Certified Support Professional - Certified by SSPA on April 29, 2002 

  • 2001                “Building Successful Communication and Collaboration Skills” by Peak Performance

  • 2001                “Develop Your Speaking Style” by Speakeasy, Inc. - Certificate

  • 2001                “Management Skills for New Managers” by AMA Training - Certificate

  • 1999                “Basic Supervision” by AMA Training - Certificate

  • 1997                Fidelity Investments - Brokerage and Mutual Fund Training

  • 1992                University of Massachusetts, Lowell Division - GPA 3.67

  • 1991                NH Vocational College, Nashua, NH  - GPA 3.67

  • 1979                Nashua Senior High School, Nashua, NH - Graduate - College

Questions? [email protected] Copyright © 1999

Webmaster Dan Couture [email protected] Last modified: April 10, 2005