Jeffrey M Borden

** ******** *** ~ Ronkonkoma, NY 11779

PHONE 631-***-**** ~ accpb3@r.postjobfree.com

Objective:

Seeking an exciting position which will afford me the opportunity to utilize my extensive background, knowledge, and skills with

the opportunity for advancement and growth within the company.

Highlights of Qualifications:

Strong experience in Call Center Environment

Outstanding knowledge of organizational structure, policies and procedures

Sound understanding of principles and procedures for providing customer services

Familiarity with customer needs assessment and evaluation of customer satisfaction

Proficient in Word, Excel, Access, and Outlook

Excellent interpersonal and supervisory skills

Superior oral and written communications skills

Strong planning, organizational and time management skills

Amazing ability to grasp and articulate complex, sensitive and technical situations

Relevant Experience:

Slomins 2004 - 2013

Customer Service Representative/Lead

Security, Heating, Alarm, and HVAC Company including Oil, Air Conditioning and Security Systems. Inbound and Outbound.

Customer Service Issues involved Billing, Credit requests and granting, Troubleshooting, Programming, Heating Emergencies,

Oil Contracts, Service appointments, Complaints. Consistently rated Exceeds standards on all performance reviews.

America Online 1999 - 2004

Customer Service Supervisor

Coordinated, supervised daily, weekly, monthly activities of all customer service representatives.

Ensured reliable quality service to all customers.

Served as escalation point for Team Leads and SME's on procedural and technical issues.

Provided feedback to team and monitored performance against established business objectives.

Ensured adherence to standard policies and procedures.

Chadwick’s of Boston 1992 - 1999

Customer Service Representative

Incoming calls regarding Order status, Billing, Inquiries, Credit, Returns, and General Product Questions. Provided product and

order inquiry information as well as Credit Card Processing, Returns, Chargebacks. Created and staffed the deferred billing

project, a collections initiative contacting delinquent accounts with the goal of collecting outstanding debts from non-paying

customers. Staffed the "Inquiry Line", an in house method for newer representatives to contact and receive assistance with any

questions they have.

Education:

Associates Degree in Business Administration. Massasoit College, Brockton, MA

Additional Skills:

Windows (All versions), Microsoft Office, Lotus, Lotus Notes, Help Desk, Networks, HTML, PHP, CGI, DNS, TCP/IP, Email

(Pop, Imap, SMTP) Web Design, .

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