“People become really quite remarkable when they start thinking that they can do things.

When they believe in themselves, they have the first secret of success. ”

– Norman Vincent Peale –

DANIEL SPAULDING

Address: 16409 25th Avenue Southeast, Bothell, Washington 98012

Telephone: 425-***-**** Mobile: 425-***-**** Email: acfyhi@r.postjobfree.com

CUSTOMER SERVICE / EXPERIENCE REPRESENTATIVE

Field of Interest: Telecommunications

Seeking to enhance and expand career potential by securing a challenging, full-time career where extensive

Telecommunications background and skills will be utilized best towards personal develo pment and career growth

Highly qualified, versatile, multitalented, tenacious, and seasoned professional armed with more than

30 years of significant experience and skills within the Telecommunications and Customer Service

fields. Knowledgeable in responding to and resolving a wide array of unwanted harassing calls along

with local, long distance, and directory assistance calls .

Demonstrate a proven track record of delivering excellent service to clients to ensure total

satisfaction complemented with high-levels of confidence, professionalism, and solid work ethic.

Exemplify high-caliber skills in effectively interacting with individuals of varied organizat ional

and cultural backgrounds; capable of maintaining win-win relationships with clients.

Expert in accurately performing challenging tasks with precision and keenn ess to detail; capable

of maintaining strict confidentiality of job-related matters.

Possess robust communication (verbal and written), interpersonal, analytical, organizational,

time management and prioritization, listening, rapport-building, and negotiation skills.

Illustrate stellar qualifications in efficiently obtaining essential client information and addressing

various inquiries and concerns with first call resolution.

Exhibit solid technical proficiencies in a wide array of products coupled with the ability to thrive

in fast paced business environments while remaining focused on attaining corporate objectives .

Recognized as an effective independent contributor, team player, and natural leader powered

with the uncompromised commitment to customer service excellence balanced by the highest

degree of integrity in all relationships and transactions.

CORE COMPETENCIES

Customer Service & Relations Sales & Marketing Operations Administrative Support

Time Management & Prioritization Problem Resolution Continuous Process Improvement

SLA Administration Strategic / Tactical Thinking Leadership & Teambuilding

Robust Communication Skills Consultative Sales Approach Call Center Management

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EMPLOYMENT MILESTONES & EXPERIENCE

QWEST COMMUNICATIONS Seattle, WA

Load Specialist 2000 – 2009

Administered the collection and analysis of force levels and work volume along with

orchestrating force contingency plans, observing and regulating work volumes, and maintaining

and fine-tuning system tables related to resource availability and skill levels.

Handled the negotiation of work volume levels while developing weekly and monthly work

volume resource plans and operating CRT systems to update tables and analyze data.

Worked in a high-volume queue environment tasked to provide updates and status information

on work progress and ensure that all commitments are met and issues escalated as appropriate.

Liaised with several departments in order to properly facilitate the completion of work orders.

Ensured the completion of work orders within time and budget constraints without

compromising quality while delivering excellent service to clients towards total satisfaction.

US WEST COMMUNICATIONS Seattle, WA

Annoyance Call Bureau Representative 1995 – 2000

Handled a wide variety of unwanted and harassing phone calls inquiries and concerns from

clients by performing series of steps in discouraging future calls from involved subjects.

Gathered essential information from clients such as the client’s name and contact number,

terminating phone number, and the description of the harassing / annoyance calls.

Managed all description updates for calls under a trace along with verifying subscriber data and

following procedures for release of the trace.

Contacted appropriate officials and/or detectives in order to properly investigate all reported

annoyance calls while strictly complying with all enforced polici es and regulations.

PACIFIC NW BELL / US WEST COMMUNICATIONS Seattle, WA

Operator Services 1979 – 1995

Handled the answering and routing incoming calls on a complex digital telephone system along

with performing database retrieval for directory information.

Provided a wide variety of information obtained from various data sources in order to respond to

questions from the public regarding phone numbers, operational hours, etc.

Managed the placement of long distance calls to specific individuals as requested by callers as

well as reporting issues on PBX consoles and computer problems to the supervisor.

Administered a wide variety of calls including local, long distance, and directory assistance calls

while ensuring the utmost delivery of exceptional service to callers by displaying and

maintaining a positive and professional attitude at all times.

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