Shelley R.

Heller
SUMMARY
Results driven A+ Certified technology professional with fifteen years experience in
management and administration of day-to-day business operations. Confident and
professional interaction with internal and external customers. Heavy customer service and
support, staffing and personnel administration. Demonstrated strengths in technical training
and team leadership.

EDUCATION
Currently attending Tarrant County College full time working towards an Associates Degree in
Business Administration - Software applications, with an ultimate goal of a Bachelors degree
in Business Administration.

TECHNICAL EXPERIENCE
Exceptional ability in troubleshooting, repairing and maintaining computers and office
technology. Efficient with Microsoft Windows operating systems and applications (Word,
Excel, PowerPoint), Corel Draw, Photo Paint, Macromedia Authorware, Quick Books and
databases including Oracle.

PROFESSIONAL EXPERIENCE
US ONCOLOGY, Fort Worth, TX October 2010 - Present
Customer Service Representative
Responsible for ensuring customer satisfaction by providing Oncology customers with
courteous, professional and efficient service at all times.
• Utilize WebEx to provide online training to new customers instructing them how to use
the web based iStore, as well instructing them how to access important daily updates
and notifications.
• Facilitate troubleshooting when customers are unable to process an order online.
Assists customers missed shipments, price adjustments and backorders; continually
strive for prompt resolution. Frequently work with field sales associates in coordinating
special orders, and manufacturer calls.
• Work with warehouse associates, customers and field sales associates to ensure that
the order process runs smoothly. Processes all phone, fax, mail, e-mail, drop ship and
verbal orders from customers.
• Assists customers with backorders by offering substitutions and alternatives whenever
possible, contacts manufacturers for delivery information, prices and availability, and
changes in stock number.

RICOH BUSINESS SOLUTIONS, Irving, TX May 2009 – June 2010

Sales Support (Major Accounts
Manage major account order processing to ensure proper sales order booking into Oracle
based sales order system.
• Conducted quality review of hard copy sales orders against company guidelines.
Noted discrepancies and returned to sales team for correction. Goaled at 100% order
entry accuracy. Utilized Lotus Notes Sales Log system to track equipment status (shipping,
delivery, billing, and backlog) providing sales team with customer order status.
• Tracked sales shipment, delivery, billing and backlog activities, notify customer
and provide internal sales reports.
• Monitored Point of Delivery (POD), Sales Log System, and Oracle Order Systems
to track equipment deliveries. Communicate customer defined delivery criteria (crated,
overnight) to warehouse teams meeting contracted delivery specifications.
• Managed order flow full cycle report audits against lease commencement, open,
backorders, holds, and zero dollar reports to ensure order status accuracy completion.
Reports presented to management as part of status reporting process.

MESA DISTRIBUTORS, Fort Worth, TX May 2006 – December 2008

Software Trainer /Support
Conduct customer training on professional digitizing and graphic software and on procedures
and maintenance for embroidery machines and Direct to Garment printers.
• Provided continuous software support via Go To Meeting (web conferencing), phone,
and email to ensure continued customer productivity.
• Created and updated customer training videos, slides, and documentation using
Micromedia Authorware, Corel Draw, and MS Office applications.
• Implemented and maintained software distribution and inventory control
procedures using Excel to prevent software backlogs.
• Analyzed inventory usage reports to conduct weekly audits on usage, ordering,
shipping and receiving maintaining inventory.
• Planned and organized nationwide trade shows to guarantee site availability and
timely delivery of furniture and utilities.
• Used Internet travel sites to schedule and confirm technician’s service call
airfare and accommodations providing company with cost efficient travel expenses.

KELLER INDEPENDENT SCHOOL DISTRICT, Keller, TX 2004 – 2006

Computer Technician
Performed on-site technical work involving hardware and software. Responded to work
order requests by diagnosing and repairing network and computer hardware.
• Utilized school district imaging software to upgrade and maintain computer
hardware and software insuring current images and updates on all systems
• Reviewed Euphoria Help Desk system to review system and peripheral issues.
Serviced, diagnosed and repaired equipment including computers, printers all technology
related hardware to teacher/student satisfaction.
• Maintained records of time and material required to perform repairs and service to
provide management with service records.
• Conducted training on new updates and software.

PROFESSIONAL TECHNOLOGICAL SERVICES INCORPORATED, North Richland Hills, TX

1994 - 2004
(Authorized Xerox Service Agency)
General Manager
Managed daily activity assessing customer requirements, technical computer support,
human resource management, maintained hardware and software for computers.
• Developed and recommended customer solutions resulting in customer satisfaction.
• Managed employee time sheets and payroll to ensure accurate and timely
distribution of paychecks.
• Created and managed territory alignments to insure customer response time
targets met.
• Conducted monthly inspections of parts inventory and spending resulting consistent
ranking as top agency in Texas.