Kassandra Timm

Technical / Support Desk & Client Management Professional

2143 Burgener Blvd., San Diego, CA 92110 Ph: (858) 220-1537 email: Kassandratimm@aol.com
QUALIFICATIONS & ACHIEVEMENTS 10+ years of extensive Support Desk Management, Account Management and Client Management experience with a proven track record of success across diverse industries. As a Virtual Office Manager for Premier Team International, Inc. expertly served as the main point of contact for members; provided customer service and support for membership of over 4000 subscribers and managed support desk projects for technical support team. Interacts effectively, courteously and directly with the user to resolve technical issues, and responds to queries and service requests that originate by telephone, web-based portals, e-mail, or other methods. Coordinated and managed 10 move coordination projects for 1500 50,000 sq. ft. office and computer lab spaces. Exceptionally advanced computer knowledge with an ability to manage complex disciplines and circumstances; provides competence under pressure in highly complicated situations. Systems & Process Improvement Support Tickets Account Management Process Improvement Process Implementation Team Building & Leadership Troubleshooting Client Relations Product Knowledge Strategic Advising Solution Identification Vendor Management Project Management Personnel Management Business Development Learning & Development

Generates positive impression while interacting with and supporting customers, as well as cultivating a secure impact to ensure success. Organized and oversaw over 25 training events ranging from 200 900 in attendance. Developed innovative move coordination process and procedural manual for nationwide fortune 500 company; managed and supported full service administrative and technical support desk. Well-developed organizational skills; identifies work plans, considers priorities, forecasts problems, and envisions solutions. PROFESSIONAL SUMMARY Enthusiastic Technical / Support Desk and Client Management professional with 10+ years experience, including mid-size and large corporations. Excellent functional and technical project management skills, including project development, scope management, risk assessment and mitigation, and communications management. Exceptional manager and critical thinker who can learn quickly, develop expertise, and produce immediate contributions in business operations. KEY SKILLS & AREAS OF EXPERIENCE TECHNICAL: Experience in Microsoft Office Suite, including Word, Excel, PowerPoint, Outlook, and Microsoft Office Publisher. CAREER EXPERIENCE Premier Team International, Inc.; San Diego, CA 2003 - Present Virtual Office & Technical Support Desk Manager Expertly handle all member billing disputes, discrepancies; provide membership spreadsheet management (track all 4,000 member status new, pending cancel & cancelled). Reconcile billing for active members, research and dispute all Bank Chargeback requests, and process and record all cancellation requests. Record all faxes and legal agreements. Provide expert Technical Support quality control of new software features and technical support challenge resolutions. Secure new domains names for development and determine and assign technical support tickets that require developer attention. Establish all details of a problem prior to contacting support or assigning a case to developer. Follow-up and update support cases that need tracking and report problems to support upon establishing the item and/or that have gone undetected by membership but need resolve (i.e. shopping cart tax issues, etc.).

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Respond through the close of all non-developer cases; responsible for reviewing all new and existing cases. Serve as a main point person for all hotel/event requests throughout event, selecting a venue and obtaining proposals and assist in selecting registration, lunch-bag and display teams for events. Place product, material and advertising orders for events. Correspond with leadership and selected volunteer teams prior to event to provide all details of individual tasks prior to event and on day one of event. Meet hotel banquette crew onsite and go over last minute details prior to event Order event supplies (name badges, water, markers, etc.) and prepare all Registration/Qualification forms prior to event for registration team. Prepare event flyers for posting to websites, event planning checklists; alphabetize name badges prior to event. Track event ticket sales and tally all event funds for budgeting. Work with developers to get event websites updated with current events flyers and information. Work with hotel banquette crew onsite as the point person for the event through the duration of the event. Coordinate all shipments with hotel and vendors. Provide support by telephone, email and support desk and assist company owners with all administrative requests. Maintained companys tangible product inventory; Work with vendors directly to problem solve and troubleshoot member challenges. Work closely with Support Technicians and Developers whenever necessary to troubleshoot any existing challenges. Performed all office and technical support desk work from home office K. & M. International; San Diego, CA 2001 - 2003 Health & Wellness Sales Coach Expertly sold Health, nutrition and weight loss products and provided Health and wellness coaching. Recruited team of wellness coaches utilizing HR procedures. Provided Online marketing of nutritional products and Online business recruiting. Utilized direct, telephone and online product sales techniques. Accutech Engineering Systems, Inc.; San Diego, CA 2003 Administrative Assistant Supported Office and client communications by providing support for Sr. Engineer and preparation and distribution of Structural Engineering Reports, project documentation, Shipping & Receiving and heavy audio transcribing. Votze Butler Associates, Inc.; San Diego, CA 2001 - 2002 Project Manager Performed work on a contractual basis from home office, including project planning and scheduling for small construction projects. Conducted client and vendor meetings, coordinated subcontractor scheduling and meetings, Office and client communications, commercial office relocation's. Developed comprehensive relocation plans identifying all aspects of project. Trammell Crow Company; Boston, MA 1999 - 2001 Assistant Project Manager / Move Coordinator Managed commercial office relocation's and developed comprehensive relocation plans identifying all aspects of project. Assisted Project Manager with construction projects and coordinated subcontractor scheduling and meetings. Coordinated commercial relocation's and branch openings and produced Move Management and Project Management Manuals. Phoenix Corporate Services; Cambridge, MA 1999 Move Coordination Project Developer Assisted Project Manager with construction projects and coordinated Subcontractor scheduling and meetings, obtained specifications for construction projects, conducted client and vendor meetings, On-site review and supervision, Office and client communications and coordinated and supervised commercial expansions and relocation's. EDUCATION / CAREER DEVELOPMENT Design Institute of San Diego; San Diego, CA Bachelor of Fine Arts in Interior Design Degree Program 1996-1999

DISC Behavioral Assessment Coaching Course 2010 with JTS Advisors REFERENCES AVAILABLE UPON REQUEST