O B J E C T I V E :
To find a management level customer care focused position.

P R O F E S S I O N A L    E X P E R I E N C E :

Customer Care Specialist - Yahoo! Store	5/02 - Present
Yahoo!, Inc.; Sunnyvale, CA Provide phone and e-mail support for Yahoo! Store, an e-commerce solution. Troubleshoot customer HTML & DNS issues Identify valid user issues and communicate information to the appropriate teams. Assist in the development of new hires for phone support and Store technical issues. Pro-activly provide feedback to improve the product and the team.
Customer Care Manager	4/00 - 2/02
Myplay, Inc.; Redwood City, CA Manage a staff of Customer Care Associates. Responsible for hiring and developing Customer Care Associates. Develop policies and procedures for Customer Care department. Create position plans and performance evaluation for Customer Care staff. Develop email responses to end users and ensure quality of responses with a guaranteed 24 hour response time. Identify consumer concerns and communicate important feedback to the appropriate teams. Publish weekly company wide user feedback newsletter. Participate in cross-functional product development team. Work with QA department reporting bugs, as well as integrating resolutions. Work closely with Engineering team to test, troubleshoot, and integrate new products.

Business Manager

2/97 - 4/00

Pecotec Inc.; San Jose, CA Performed first tier desktop support. Provided phone customer support and desktop troubleshooting. Responsible for maintaining all accounting records, monthly P&L and balance sheet, accounts receivable, accounts payable, and payroll. Generated leads for sales team. Responsible for annual company budget for four districts. Administration of benefits package for employees including 401k and health insurance. Dispatched up to four computer service technicians responsible for on-site computer support and service for approximately 75% of the school districts in the Santa Clara Valley.

Administrative Assistant	6/96 - 2/97
PeopleWeb; San Jose, CA Researched and implemented web-based yellow pages product. Operated phone system and directed calls. Cold calls to generate sales leads. Data entry for yellow pages product. Technical writing.

Administrative Assistant	5/95 - 6/96
Wiztec, Inc.; San Jose, CA Operated phone system and directed calls. Calculated and submitted quarterly sales tax returns. Responsible for payroll for entire company (32 employees). Assisted with overall company accounting.

S K I L L S :

E D U C A T I O N :

West Valley Community College; Saratoga, CA

8/95 - 5/97