Laetitia Daury	
775 Tyringham Rd
Springfield, MA  55555	[Send email using form at bottom]
Home:  [Send email to request phone number] 43-8030
Cell:  [Send email to request phone number] 58-8434

	Dedicated customer service manager with 10+ years of experience both in
manufacturing and online environments.  Independent worker with strong leadership
qualities.
	Respected builder and leader of customer-focused teams; direct point of
contact for vendors and customers alike.  Hired, trained, and managed an off-site
call center.  Managed and maintained in house help desk and Network/Systems
management
	Areas of Expertise
	Customer Service Management
	Complaint Handling & Resolution
	IT/Network Trouble shooting		Customer Satisfaction Enhancement

	Customer relations
	Customer retention		Teambuilding & Training
	Cost-Reduction Strategies
	Technical Support
Professional Experience
WORKSHOPLIVE LLC — Pittsfield, MA	02/05 to Present
Customer Service Manager/Systems Administrator 
Promoted to manager position to recruit, train and supervise 25+ customer
service representatives at an off-site call center. Supervised all aspects of
customer service and relations.  Directly involved in email, live chat, and both
in-bound and out-bound phone support Selected Contributions:
	Trained and supervised off-site call center which took both live chat
and telephone support request from end users.  
	Improved customer retention by 35% by implementing customer relations
program.
	Implemented Live Chat Support program.
	Implemented support ticketing system to prioritize internal help desk
requests
	Installed and maintained VoIP system and SIP phones, cutting company
phone costs by 85%
	Managed and maintained company network consisting of 7 servers and 35
workstations. OS included Linux, MacOSX, and Windows XP/Server 2003
	Managed and maintained Windows Exchange Server and Active Directory
	Implemented telecommuting policies for the Customer Support
Department.

MODERN MOLD AND TOOL. — Pittsfield, MA	2/00 to 1/05
Business Manager/HR Manager/Lead Auditor
Managed all aspects relative to business operations for a mid-sized
manufacturing company.  Managed IT including 2 servers and 12 workstations. 
Operating systems included Linux and Windows.  Responsible for all accounting
functions, reporting directly to the company’s CPA.  Managed all HR functions
including benefits, payroll, exit and intake interviews, and employee grievances.
 First point of contact for both customers and vendors.  Managed inventory
control system.  Managed OSHA compliance.  Served as company calibration
coordinator.  Lead ISO auditor, certified: 2003  Selected Contributions:
	Upgraded accounting/inventory control system reduced work hours
required for both tasks by 50%
	Initiated first-aid/CPR training for safety team members
	Computerized audit procedures, reducing work hours to perform audits
Education and Training
MILDRED ELLEY BUSINESS SCHOOL — Pittsfield, MA	9/98 to 5/00
Graduated Concentration in Accounting
Colorado Technical University — Online	9/08 to Present
Working toward BSIT concentration in Network Security