Sondra Caserio 27 Lloyd Rd. # 3 Watertown, MA 02472 Day 617-463-6758 Evening 617-924-8311 How2HireMe@hotmail.com

Objective: Summary of Skills: Experience:

To acquire a technical support position with growth potential where I may best apply my experience and knowledge base. * Excellent written and oral communication skills * Computer skills include MS Windows, Windows95, Word, Excel, MS Office 97, Great Plains Accounting System, Lotus Notes, Clarify * Experienced using and supporting various e-mail clients and Internet Navigational Tools * Attended "Writing for Money" and "Writing for Publication" workshops * Results oriented. Able to prioritize multiple tasts to meet deadlines

02/98 - Present Gillette, Boston, MA Help Center Analyst * Supporting internal client base via phone, e-mail and Clarify System * Analyzing information gathered during first level support and determining appropriate level of care and which solution provider to direct client to * Developed proceedures and documentation for streamlining support process * Special Projects to determine client satisfaction rates * Responsible for managing ongoing emergency situations simultaneously 01/96 -- 01/98 Inquisit, San Francisco, CA Customer Support Engineer * Technical support of dramatically expanding customer base via both e-mail and phone communication * Rewrote and designed User Manual as well as database of common support responses * Wrote FAQ's for various version releases of product * Main source of Quality Assurance for each version release * Managed Support department for 1 1/2 years 11/94 -- 12/95 Farmers Insurance, San Jose, CA Office Manager * Processed policy changes and explained policy features to clients * Updated and maintained client files * Coordinated general office communications 9/93 -- 10/94 Prucare of California, San Mateo, CA Health Claim Examiner * Determined applicable level of payable benefits across wide variety of healtchare contracts * Received/ utilized training of Medical Terminology 10/92 -- 4/93 Accountants, Inc. , Palo Alto, CA Office Coordinator * Database entry and maintenance, set up interviews with client base * Telemarketing, call coordination, as well as general office administration

For further information regarding work history or references, please contact me. I look forward to hearing from you!