O B J E C T I V E :
To find a management level customer care focused position, preferably with a music technology company.

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

Customer Care Manager

4/00 - Present

Myplay, Inc.; Redwood City, CA Manage a staff of 5 Customer Care Associates. Responsible for hiring and developing Customer Care Associates. Develop procedures and performance evaluation for Customer Care department. 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 summaries.

Business Manager

2/97 - Present

Pecotec Inc.; San Jose, CA Responsible for maintaining all accounting records, monthly P&L and balance sheet, accounts receivable, accounts payable, and payroll. Provided phone customer support. 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