Whitney Lour has over 15 years of experience in customer service, IT help desk, and inventory management roles. She has a Master's in Business Administration and is proficient in Microsoft Office, AS400, JDE, and troubleshooting computer hardware and software issues. Her objective is to enhance her professional skills in an IT environment.

1. Whitney Lour
5009 Kilgore Lane
Cross Lanes, WV 25313
620-330-2952 Cellphone
Whitness_08@yahoo.com
Objective
 To enhance myprofessional skillsinadynamicandfastpaced workplace inan IT
environment. Assertive and enthusiastic,withextensive knowledgeof MicrosoftWord,
AS400, JDE,and an unsurpassedworthethic.
Experience 11/2014 Level 2 Analyst FTSD
To Current CDI Corporation
 Inboundcallsandclientcall backs
 Remote accesson clientscomputers
 Troubleshootingandresolvingcomputerissuesinvolvingnetworking,
applications,andVPN.
 Provide customerserviceanddeescalateclients
 Manage ticketaccuracy and tickethandling
7/2014 CustomerService for UnitedHealthCare
10/2014 AegisCommunications: Joplin,Missouri
 AssistMedicare members withquestionsonmedical andprescription
drug benefits,billingandclaims, andanyplanrelatedquestions.
 AssistingupsetMedicare membersanddeescalatingthe situation.
 Team lead- Floorwalkingtoassistagentswithquestionsandkeeping
agentsup to date on policyupdatesandprocedures.Assistingtrainers
withclassroomactivitiesand helpprovide guidance tonewagents.
 AssistingwithWorkForce Managementon monitoringaverage
handle time.
 Utilize computerizedsystemsfortracking,informationgathering,and
troubleshooting.
 Researchandanalyze data to addresscustomerquestions.
 Continuallymaintainall workingknowledge of policiesand
procedures.
 Assistmemberswithwebsitenavigation.

2. 7/2012 InboundRetentionRepresentative/Team Lead for ExperianCampaign
To 7/2014 AegisCommunications: Joplin,Missouri
 Inboundsalesandassistingcustomerswithquestionsandconcerns
abouttheirmembership.
 PromotedtoTeam Leadin April 2013 - Floorwalkingtoassistagents
withquestionsandkeepingagentsuptodate on policyupdatesand
proceduresaswell asmonitoring,andcoaching.
 AssistingwithWorkForce Managementdutiesincludingline
adherence/reporting.
 Up-trainingtoensure agentsare knowledgeable andhave the skills
requiredformeetingclientandAegisexpectations.
 Continuallymaintainall workingknowledge of policiesand
procedures.
 Assistedcustomerswithwebsite navigationandtroubleshootingsuch
as clearingcookies/cache,browsercompatibility,andpassword
resets.
7/2007 Production Control Scheduler
To 5/2010 RSI: Columbus,Kansas
 Determine productionrequirementsbyanalyzing demand/forecastin
JDE and AS400.
 Schedulingproductionfordoors,frames,chopcomponentsmolded
componentsandraw chopmaterial.
 Publishedproductionschedulesweeklythatwouldmeetcustomer
needswhile alsominimizingproductionscrapanddowntime.
 Monitoredthe productionprocessesandadjustedschedules.
 DiscoveredBill of material issuesbasedoninventorylevels.
 Enter re-supplyorders,firmplannedorders,releaseshoporders,
cancel firmedorders.
 Maintainedalistof missedshipments(akabackorders)onadaily
basisand provide rootcause analysis.
 Assistedinventorycontrol andwarehouse leadinmaintaining
accurate inventory.
 Lead inventorycontrol duringthe changeoverof the systemsdue to
my knowledgeof the product.

3. 10/2005 InventoryControl Clerk
To 5/2010 RSI: Columbus,Kansas
 Keptrecordof inventoriesandcompletedcycle countsof inventories
and entereddataforsuch intoAS400.
 Producedorderstatusreportsfor productionfloorsupervisors.
 Expediteddoors.
 Keptrecordand chartedexcess/duplicate doorsandframes
producedbyproductionusinganaccess basedsystem.
 Assistedwithdataentry,counts,andauditsduringyearlyinventory.
 Workedcloselywithsupervisorsandleadsonproductioncontrol
issues.
 Assistedwithdiscoveringandfixingbill of materialissues.
 Trainedshippingandreceivingaswell asinventorycontrol ontheir
functionsinthe AS400 in a new facility.
 Createdshippingandreceivingdocumentationsanddataentry
thereof.
 Startedtrainingforproductioncontrol schedulerinJuly2007.
 Took onthe schedulingforDoorsand door/frame raw material for
cabinetproductioninbothJDE and AS400.
5/2004 CustomerService Representative
To 8/2005 CellularOne:Manhattan,Kansas
 Takinginboundcallsfromsalesagentsand customers.
 Openednew accountsforsalesagentsandmade requestedchanges
on cellularaccounts.
 Answeredcustomerquestionsontheircellularaccounts.
 Continuallymaintainall workingknowledge of policiesand
procedures.
1/1998 Data Entry Clerk/IT Department
To 4/2004 Prestige Cabinets: Independence,Kansas
 Enteringbill of materials,productstructuresandordersintoAS400
(frontierbasedsystem).
 Trainedotheremployeesontheirjobdutiesandfunctionsinthe
systemandcreatedscriptsfor all screensanddutiesinAS400.
 Data entry,counting,andauditsduringyearlyinventories.
 Setupnew NetworkComputersonthe system
 Updatedprogramson networkusing VPN
 WorkedwithAccesssettingupandtestingnew label processing
systemforProduction
 Removal of spyware andvirus’ondesktop/laptopcomputers

4.  Hardware replacementonDesktoppcsuchas Disk drives,hard
drives,IDEcables.
 Diagnose computerissues andfix suchissuesinvolvingviruses,
malware,orhardware failure.
 Educatedcoworkersonwhat causedtheirissue andhow to avoidit
inthe future.
Education 8/2000 Courseworkin BusinessAdministration
To 5/2001 Independence CommunityCollege:Independence,Kansas
2012 Master of BusinessAdministrationOperations- Coursework
To Current DeVryUniversity,Online
GPA: 3.85
Dean’sListAwardfor 3.5 GPA+ each semester
Special Skills Technical ProficientinMicrosoftOffice, Lotus-123,Frontier-AS400,JDE,DBSI TI990,
Hardware/software configurationandtroubleshooting,knowledgein
Mobile platforms (Android &IOS)
..