Kerry Marie O'Day
P.O. Box 5211
Santa Clara, CA 95056-5211
408-891-0184
kerry@surfari.net or kerry@missing.com

OBJECTIVE:

I am seeking a position with growth potential in a dynamic and team-oriented company that will utilize my extensive customer-service, leadership, and troubleshooting skills in conjunction with expanding my technical expertise.

EDUCATION:

June 1991-June 1997
California Polytechnic State University, San Luis Obispo, California
Bachelor of Arts degree in History, with Political Science concentration

August 1987-December 1989
Modesto Junior College, Modesto, California
General Education courses

September 1983-June 1987
Moorpark Memorial High School, Moorpark, California, graduated with honors in Business and Social Studies

EMPLOYMENT HISTORY:

November 2000-Present
ebrary, 318 Cambridge Avenue, Palo Alto, California
Technical Customer Support Specialist

· Currently reporting to VP of Sales and Business Development

· Answer all incoming customer inquiries within 24 hours

· Facilitate the creation of co-branded websites for libraries and ASP

· Maintain help pages and FAQs for cobranded and main ebrary website

· Responsible for desktop support issues and maintaining current software licenses

· Member of operations team, IS team, and marketing teams

· Provide technical support to sales team

· Help QA department with testing the product and the finished co-branded websites

September 1997-November 2000

Autoweb.com, 3270 Jay Street Building 6, Santa Clara, California
Customer Service Specialist/Customer Care Manager

• Reported directly to Director of Sales Operations
• Promoted to the Lead Dealer Support position on April 1st, 1998
• Became Lead Customer Care in September 1999.
• Duties included heavy consumer and client telephone contact along with 100-150 external emails processed daily.
• Provided informal and semi-formal technical support for internal and external customers.
• Responsible for Data Entry department between December 1998-May 1999.
• Increased Data Entry team productivity while maintaining one of the most robust used car databases on the Internet.
• Succeeded with special OEM projects with distinction and high client satisfaction.
• Was acting Customer Care Manager at various times since May 1998.

March 1994-September 1997

Trade Express Magazine, 180 North 9th St, Grover Beach, California
Assistant Manager/Circulation Manager

• Managed staff of fourteen distributors for free weekly automotive magazine distributed from Gonzales to Solvang.
• Coordinated promotional events, radio advertising, private party advertising, and supply procurement.
• Tasks included database management and almost every conceivable office duty, including heavy consumer telephone and counter contact. Continued former private party and display ad typesetting duties.

August 1992-March 1994

Trade Express Magazine, 180 North 9th St, Grover Beach, California
Private Party Ad typist/General Office Duties

• Typeset all private party advertisements, other assorted office duties and special projects.

September 1987-March 1994

Sears, Roebuck and Co, 914 W. Boone St, Santa Maria, California
Customer Service Representative/Dispatcher/Parts Clerk

• Part-time Telephone Service Representative in Modesto, California Data entry, filing, with very heavy consumer telephone contact. fill-in dispatcher and switchboard operator at various periods throughout 1989-1991.
• Transferred to San Luis Obispo in July 1991 as a parts clerk
• Heavy consumer telephone contact and counter consumer contact regarding appliance and parts repair.
• Coordinated and maintained parts stock.
• Did most of the data entry and all filing and record keeping.
• Facilitated communication with the San Luis Obispo retail store when sales merchandise required repairs.

SKILLS:

Typing speed 80wpm and excellent oral/written communication skills.

Am familiar with Windows platforms from 3.0 to XP, and own a BYO system running Windows 2000 (I built it myself). I have worked with Apple products, from Apple IIe to G4s, since 1984, and currently own an iBook running Jaguar (OSX 10.2). Programs I have used extensively in a workplace setting include Quark Express 3.3x, Pagemaker 5.x, Microsoft Excel since 3.0, Microsoft Word since 1.0, Microsoft Outlook since 4.x, KANA CMS from 3.0, ClarisWorks 1.0-4.0, Word Perfect since 1.0, Eudora 4.x, Netscape Navigator since 1.1, IE 3.0 to present, FileMaker since 4.x, and at least a dozen terminal programs. I have some exposure to Unix and NT server processes and some literacy with HTML with basic web design skills.

EXCELLENT PERSONAL AND PROFESSIONAL REFERENCES AVAILABLE UPON REQUEST