Pearl Sturgeon

About Pearl Sturgeon

Goal oriented professional with successful experience in customer service and call center disciplines. A skilled communicator with initiative, drive, and focus. Proficient working knowledge of Microsoft Office Suite XP, Windows XP OS, Symposium, E-Workforce Management, Oasis, RTA, PDSC, Oracle(C3) and Webview. Familiarity with Photoshop, HTML, FrontPage, DOS, Vista, and Perl.

Experience

1. Work Flow Manager

   Dell Technologies

   Jan 2009 — Present · Durham, NC

   Work Flow Manager (February 2014 – Present)• Manage, organize, and prioritize queues and incoming workflow• Engage with technical support engineers to accept and own Service Requests• Respond to escalation emails pertaining to service request concerns • Address incoming escalation calls from internal and external customers• Liaise with the technical support engineers to facilitate turning over Service Requests from GEO to GEO• Report to managment feedback with business needs• Run reports for managment that reflects aged casesBusiness Data Manager (January 2010 – March 2015)• Resolved administrative case management• Manage administrative cases related to management of accounts, contracts, contacts, and assets. Complete activities including, but not limited to, asset cloning, resolving install base data integrity issues, proactive disk and nvram replacements, and retrofit project activities involving mid-plane replacements• Assist with dispatch management activities• Manage collaboration; invite participants as needed to insure accurate and timely resolution of issues• Organize communication with customers in order to facilitate the completion and movement of workflows• Engage specialist and business teams in order to facilitate the completion of specific projects where additional information is required• Install Base Data Integrity Management• Represent the Support organization in leading data management efforts for installed base data• Be proactive in identifying data integrity problems that impact Support, addressing the issues by engaging other business units and driving efforts towards quick resolutionTechnical Interaction Manager (January 2009 – January 2010)• Received incoming calls from customers• Created service requests for customers based on customers specific issue• Dispatched replacement parts and onsite engineers• Processed customer requests for profile creation and account setup