This document is a resume for Kathleen Wilson seeking a position that utilizes her problem solving, management, and customer service skills. She has over 10 years of work experience in customer service and technical roles. Her relevant certifications include CompTIA A+ and MCTS for Active Directory. Her skills include social media engagement, Salesforce administration, project management, and customer support. Her work history includes roles at Western Digital, Staples, and Cold Stone Creamery where she gained experience in management, sales, technical support, and operations.

1. Kathleen Wilson
21372 Lake Forest Dr. Apt G, Lake Forest CA, 92630 | (909) 346-8236 | Kwilson0573@gmail.com
Career Objective: Seeking a position utilizing innovative problem solving, management, and customer service skills while
expanding current knowledge.
Certifications:
 Comptia A+ Certified Technician
 MCTS- AD
SkillsSummary:
 Active Directory
 Social Media
 Innovative Problem Solving
 Cross Functional
 Communication
 Project Management
 Customer Service
 Integration
 Salesforce
 Percolate Platform
Areasof Proficiency:
 Social Media customer engagement
 Identifying department pain points and successfully implementing processes to resolve issues
 Configuring user accounts with proper security levels
 Support and configuration of support platforms
 Detail oriented and analytical
Customer Service: Strong customer service oriented attitude with a focus on user satisfaction.
Work Experience:
Western Digital
Level 2 Lead March 2011- July 2016
 Social Media specialist
o Manage a remote team
o Create systems/processes with clear visibility across multiple departments
o Review, edit and approve content
o Maintain positive sentiment via social media platforms
 Salesforce Administrator, responsible for identifying business needs within Salesforce CRM
o Ensure successful integration of new objects, pages, and automation
o Manage, create, assign, and prioritize defects
o Develop and organize training materials for global teams
o Implement business processes to improve operational efficiencies
o Update system via configuration and object creation
o Anticipate business needs and provide multiple solutions
 QA/ FA
o Ensure updated system meets all business requirements
o Validate functionality of new processes and objects
o Generate operational reports in Salesforce
 Lead on cross functional projects with Marcom, IT, Online Services and other departments
 Point of contact for Latin America customer service and operations
Staples
Easy Tech Expert and SalesRepresentative July 2006 – November 2009
 Key Holding Manager, responsible for managing 12-16 associates
 Repeatedly exceeded daily sales plans and service plan goals
 Developed and implemented strategic processes to train new associates and streamline the tech department
 Interacted directly with customers to educate product specifications, give demonstrations and explain warranties
 Responsible for implementing floor sets and operational changes passed down from Corporate
 Worked closely with store manager to maintain and monitor Inventory and evaluate shrinkage
 Diagnosed, troubleshot, repaired, set-up and installed Windows 95, 98, 2000, XP, Vista and Windows 7 operating
system and installed PC hardware components, including hard drives, power supplies, processors, motherboards,
memory, displays, modems, printers, docking stations, USB devices, Ethernet and wireless network cards.

2.  Maintained a high moral work environment
Cold Stone Creamery
Shift Leader May 2004 – July 2006
 Key Holding Manager, responsible for day to day operations
 Supervised 15 total associates, four associates per shift
 Financial responsibilities include; draw counts at close of shifts and end of day, bank deposits
 Ensure machines were in proper working order and a clean work environment was maintained
 Worked directly customers, handling all customer service requests and special orders.
 Responsible for inventory by maintaining and ordering supplies
Volunteerwork:
Mercy House:
 Feeding the homeless
 Stop Hunger Now
Esquire Corp
 Decoded depositions for ENRON
Campaign for Paul Huggins Town Councilman - Assistant Campaign Manager
 Advertisements and signage
ReferencesAvailable upon Request