Dawn Bevans

Current

• Quality Assurance at Software Technology Inc.

Past

• Customer Support Representative at Windstream
• Supervisor at Global Network Communications

Education

• Doane College

Recommended

1 person has recommended Dawn

Connections

32 connections

Industry

Computer Software

Dawn Bevans’s Summary

Computer skills with substantial focus on customer service:

- Design and implementation of software testing plans
- Customer service and technical support for software and hardware
- Supervisor of an inbound call center
- Typing speed of 56 wpm

Dawn Bevans’s Specialties:

Customer service and support

Dawn Bevans’s Experience

• Quality Assurance

  Software Technology Inc.

  (Computer Software industry)

  October 2007 — Present (2 years 2 months)

  Quality Assurance Representative
  - Design and implement test plans for software features
  - Track detailed project time via calendar and spreadsheets
  - Submit, track and verify changes and additions in software and documentation
  - Maintain communication with customers for support and product advancement
  - Enter customer details into support tracking system
  - Edit html for current Knowledge Base articles
  
  Technical Support Representative
  - Technical support for multiple software packages for end users as well as elevated support for Client Server Version software package
  - Enter customer details into support tracking system
  - Point of contact for Ongoing Situations
  - Keep customer name database updated and current
  - Regularly submit Knowledge Base article ideas and newsletter questions
  - Edit html for current Knowledge Base articles

• Customer Support Representative

  Windstream

  (Computer Software industry)

  1998 — 2006 (8 years )

  Technical Specialist
  - Second level support - Help Broadband Service Representatives with troubleshooting customers
  - Take escalated customer calls, follow up on customer complaints and assign customer call backs
  - Monitor Broadband Service Representatives call times and system outages
  - Sit in on potential employee interviews
  - Take on Supervisor duties in their stead including: daily reports using Symposium and Microsoft Excel, coaching of Broadband Service Representatives, and team meetings
  
  Broadband Service Representative
  - Technical support for business and residential ADSL, dial-up and e-mail customers
  - Enter customer details into support tracking system
  - Escalate issues to correct departments for further testing for line and provisioning problems using a ticketing system
  - General side-by-side training of new employees and additional help for those needing it

• Supervisor

  Global Network Communications

  (Consumer Services industry)

  October 1992 — December 1998 (6 years 3 months)

  Supervisor
  - General training and supervising of employees including quality control and call monitoring
  - Run and interpret reports on call statistics and daily/weekly tape back-up of system
  - Answer a multi-line phone for multiple clients to take orders for products and information
  - Fulfillment of orders and information by collating, stuffing, sealing and bundling packages or letters for mail pickup with knowledge of bulk mailing rules
  - Outbound telemarketing for March of Dimes & outbound third party verification for LDDS WorldCom
  - Various data entry including entering customer information into databases such as Paradox and FoxPro
  
  Mail Room
  - Sort and distribute company mail as well as sort and meter client and customer mail via USPS and UPS
  - Bundle packages and letters
  - Deliver mail to Post Office & replenish meter
  - Inventory of supplies

Dawn Bevans’s Education

• Doane College

  Drug & Alcohol Abuse Counseling 1996 — 1998

Additional Information

Dawn Bevans’s Interests:

Writing, web design, books, cooking

Dawn Bevans’s Groups:

•    National Novel Writing Month

Dawn Bevans’s Honors:

Software Technology Inc's Employee of the Month April 2008

Dawn Bevans’s Contact Settings

Interested In:

• career opportunities
• expertise requests
• reference requests
• getting back in touch