Rachel A. Thompson212 Highlands Ridge PL SE

Smyrna, GA 30082678-215-7753

rachthom77@hotmail.com

EDUCATION Western Michigan University 2007Bachelors of Art Criminal Justice Major/Sociology MinorFull Scholarship

STRENGTHS Dependable Accommodating VolunteerTenacious Energetic OrganizedDetail Oriented

BUSINESS SKILLS Debug and Deliver Mobile AppsCustomer enhancementsData Analysis on usage Report customizationMS OfficeSales Engineer for Mobile applicationCustomer ServiceTechnical writingKnowledge ManagementReport WritingData EntryCall Center EnvironmentEnter/Process PayrollHire/Fire/Retain EmployeesCreate Training ManualsUS Accounting softwareCanadian Accounting softwareDatabases

CRIMINAL LAW SKILLS Pressure Points and Tactics (PPTC)Unarmed DefenseCPR and First AideJudo

CERTIFICATES AND LICENSESCSI Certified KCS PublisherCPR First Aide, AED Red Cross, MICertificate of Completion — Dealing with Difficult PeopleCertificate of Completion — Sage Software Training CourseCertificate of Completion — Sage Software Networking Training

Certificate of Completion — Sage Software TCP/IP Managing DNS Certificate of Completion — Sage Software TCP/IP Performance Monitor and RAS

EXPERIENCE Sage Group PLC

June 2015-PresentCustomer Success Manager (Product Specialist)

•DMS Experience•Salesforce customization and integration•SaaS Experience•Strong customer focus•Debug and Deliver Mobile App•Develop/Create Customer Enhancements/Customizations based on customer needs and specification on the Salesforce Platform•Create reports to analyst time spent on project, customer usage of the solution, customize to the customer’s specific needs.•High level of understanding Payroll, tax calculations and tax forms•Agile in recognizing emerging issues and flexible in finding a solution•Performing the skills of a Sales Engineer for Mobile Apps•High level of attention to detail by reviewing work against objectives•Root cause analysis through asking the right questions at the right time•Experience in organizing and readying data for import into a Mobile App•Experience in CSV imports•Experience in Data Loader Imports•Think “outside the box” to problem solve•Strong desire to investigate and resolve issues•Install/Uninstall Mobile Apps•Troubleshoot customer issues within the software•Knowledge Manager for Mobile App Knowledge Base•Technical Reviewer for the Knowledge Base •Publisher for the Knowledge Base •HTML Editor for the Knowledge Base•Trainer for the Knowledge Base•Write, Review, Publish technical documents for multiple product lines•Perform Password Resets for customers•Training others in the Knowledge Centered Service Policy & Procedures•Training others in understanding Content Standards•Global Travel to train colleagues •Develop and Deploy Customer Webinar Training•Develop and Deploy Employee Training•Professional Training for Customers, Employees and Managers•Assist in planning/organizing company functions

Sage Software

July 2014-June 2015Customer Support Analyst lvl II

•DMS Experience•Strong customer focus•Perform help desk functions supporting various network issues, application support including Microsoft Office, Microsoft operating systems, and various other financial software applications•Cross product trained in US Accounting Software and Canadian Accounting Software•High level of understanding Payroll, tax calculations and tax forms•Agile in recognizing emerging issues and flexible in finding a solution•Retain a high level of Customer SAT Scores•High level of attention to detail by reviewing work against objectives•Root cause analysis through asking the right questions at the right time•Experience with connecting to SQL databases for reporting•Experience with Pervasive SQL and, MySQL•Think “outside the box” to problem solve•Desire to investigate and resolve issues•Troubleshoot install/uninstall of Peachtree Accounting Software•Troubleshoot customer issues within the software•Troubleshoot Networking•Technical Reviewer for Sage Software’s Knowledge Base •Publisher for Sage Software’s Knowledge Base •HTML Editor for Sage Software’s Knowledge Base•Write, Review, Publish technical documents for multiple product lines•Perform Password Resets for customers•Training others in the Knowledge Centered Service Policy & Procedures•Training others in understanding Content Standards•Assist in planning/organizing company functions

Sage Software, contracted through ExperisNovember 2011-July 2014Help Desk Support Analyst• Customer Service• Perform help desk functions supporting various network issues,

application support including Microsoft Office, Microsoft operating systems, and various other financial software applications

• Retain a high level of Customer SAT Scores• Assist in planning/organizing company functions • Troubleshoot install/uninstall of Peachtree Accounting Software• Troubleshoot customer issues within the software• Troubleshoot Networking• Technical Reviewer for Sage Software’s Knowledge Base• HTML Editor for Sage Software’s Knowledge Base• Perform Password Resets for customers

Goodwill Industries InternationalMay 2007 - June 2010Assistant Manager

• Customer Service• Cash/inventory control, training, retention, processing orders• Inventory control• CCTV use• Investigations and report writing

Admiral Petroleum February 2004 - January 2007Manager

• Customer Service• Daily operations: deposits, inventory, scheduling, ordering, payroll,

loss prevention, • Inventory control• CCTV installation and use• Customer service