Sheila Underwoodsheila.underwood28@gmail.com

15823 WoodworthRedford, MI. 48239

(248) 525-9323

Qualifications Summary Proven track record of improving company new hire training procedures Obtained strong management skills by training and leading a team of 30+ Manage department escalations by researching and resolving client complaints Prepare and present presentations for coaching and developing purposes Recruited, screened, and provided scheduling for all new hires Ensured a successful onboarding process for all new hires

Education CDK Leaders in Training Program with City University, 2016 CDK Executive Voice Training/Sound Like a Leader, 2016 Master of Business Administration from the University of Phoenix, 2008 Bachelor of Applied Science in IT from the University of Phoenix, 2005

ExperienceCDK Global | Detroit, MI. Client Technical Analyst II/Team Lead 02/2015 – present

Assist with managing daily call center operations to insure SLA’s are met Quickly promoted to CTA II due to team leadership, organizational abilities and strong

work ethic Selected to help create internship program for local technical support department Traveled to multiple universities recruiting and speaking to college students Developed and coordinated Quality Training Sessions, created content and agenda,

orchestrated logistics and facilitated training for current staff and new hires Within a training coordinator capacity delivered and oversaw training for new employees Motivate and help develop team members resulting in improvement in team

cohesiveness and skills development Monitor calls and provide feedback within a coaching setting Conducts presentation training on soft skills and case management Handle all client escalation, Investigate complaints, find solutions Adhere to Service Level Agreements with OEM’s Coach staff with techniques such as providing feedback, challenge thinking, and building

relationships in order to drive results Delegates task based on individual skill sets Conduct Interviews and new hire selection using brainstorming techniques

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Experience Continued

Pit Crew Committee (organize all company parties and functions) Star Committee (vote and reward staff for excellent service)

Blue Star Lounge|10600 Joy Rd., Detroit, MI.Owner/Operator 10/2009 – present

Oversee all operations including staffing, training, employee schedules, and event planning

Adhere to local, state and federal regulations for the sale and distribution of alcohol and food sales.

Establish and maintain vendor relationships Conduct performance reviews and ensure all relevant communications is recorded Maintains up-to-date knowledge of industry developments and trends Analyze shift patterns and the number of staff required to meet demand for events Coaching, motivating and retaining staff and coordinating bonus, reward and incentive

schemes Forecasting and analyzing data against budget figures on a weekly and/or monthly basis.

Hewlett Packard | Pontiac, MI.Technical Support Specialist 09/13 – 05/14 Perform Help Desk Level I & II support for Blue Cross Blue Shield of Michigan Perform diagnostics and troubleshooting of system issues and document help desk

tickets/resolutions with Service Manager ticketing system Follow up on outstanding calls and issues with users to ensure final resolution Troubleshoot offsite users with VPN problems, pin reset, token fix, and unlocking account Remotely assist laptops and desktop machines to all corporate users internal, vendors and

contractors Maintain high levels of floor adherence with 90% average of wrap, ach, talk time Maintained high levels of inbound calls Provided Blackberry/iPhone support to users with password reset, software upgrade, and

email/text issues Troubleshoot, follow-up, create departmental and companywide outage tickets

Everest Institute |Detroit, MI. Career Services Representative 01/12 – 09/12

Ensured that graduates obtained employment interviews and acquired employment after graduation within their fields of study

Maintained all graduate Career Services records Ensured all students received a minimum of two (2) mock-interviews as a requirement to

graduate Conducted seminars and training classes Organize and participate in all formal graduations. Ensured that all graduate and employer surveys are sent out in a timely manner. Ensured that required reports are completed accurately and timely, and presented to the

requesting director

M.A.D.J’s Motor City Auto & Collision Service|Detroit, MI

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Experience Continued

Owner/Operator, 6/06 – 10/2009 Maintain and create customer relations via telephone, electronically or face to face Respond promptly to customer inquiries Handle and resolve customer complaints Obtain and evaluate all relevant information to handle product and service inquiries Provide estimates for auto repair and collision work via Mitchell and All Data software Set up new customer accounts Organize workflow to meet customer timeframes Create and maintain customer database via pivot tables and V Look-ups Conduct interviews, new hire paperwork, new hire training Perform background checks for auto and collision repair employees Follow-up on prospect employee references Ensure proper State Licensing for specified job functions Follow up on customer interactions

Conduct community surveys to gather market information such as prevailing wages, hours, training and employment possibilities

Built relationships with clients to maintain their accounts and continued support of school externships and employment programs for students and graduates.

followed-up with clients to ensure customer satisfaction, take calls from client

Arcadia Service| Southfield, MI.Application Network Support 11/2005 –10/06

Provided top desk support, help desk support, and field support Used remote access such as remote desk top & PC Anywhere Worked as a team on major system change utilizing change management skills Provided application support for Microsoft Office as well as in house software Troubleshooting and analyzing computer hardware and software issues on different

arrays of platform Parts ordering for desktop/laptop computers, servers, printers and networking

components and ensuring proper software documentation for accurate deployment. Respond to email messages for customers seeking help Install, modify, and repair computer hardware and software Wrote training manuals Resolved technical problems with Local Area Networks (LAN), Wide Area Networks

(WAN), and other systems. Gained feedback from customers about computer usage. Run reports to determine malfunctions that continue to occur

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