**** ********* ***.

Port Orchard, WA. *****

Tony Lee Patterson

Objective Searching for a career opportunity that will implement skills gained through

previous experience, and utilize my expertise in training and organizational

skills. My desire is to be challenged, tap into my potential, and have a great

interest in additional responsibility and new opportunities.

Experience 2013-Present CCI Bremerton, WA

Customer Service Representative

• Provide specialized care and service to support the CDMA wireless needs.

Handle customer questions, complaints, and billing inquiries with the highest

degree of courtesy and professionalism to resolve customer issues with one

call resolution.

• I listen to customers, evaluating options, and offer customer-focused and cost-

effective solutions. Offer alternative solutions when appropriate with the

objective of retaining customer’s business.

• Provide service and support in a variety of areas for multiple

markets/regions, including but not limited to billing, plan analysis,

equipment, roaming, features, wireless coverage and technical

troubleshooting.

2011-2013 SinoCann Education Tianjin, CN

ESL English Teacher (Lucky English, Tianjin Maritime College, Glory

English, Magic English, Lize Primary School)

Teacher

•Provide ongoing communications with school administrators and staff on

progress of students. Give Oral English classes. Prepare lesson plans using

books, recordings, handouts, and daily life situations. Conduct English corner

weekly.

•Conduct classes on all levels of learning. Give VIP (1 on 1) classes. Test

students on their vocabulary. Encourage the use of the English language but

making the students feel comfortable with what they already have learned.

Introduce students to Western culture through fun activities such as American

celebrations, and holidays. Talk with new students or perspective students

about oral English and what they can expect from the class and from me.

Participate in all activities as well as encourage the students to participate.

•Teach TOEFL, SAT and ACT. Review test results and ways to improve their

scores. Communicate with parents and suggest ways of speeding up the

learning process. Encourage self confidence. Listen to student concerns and

adjust my teaching techniques when adjustments need to be made.

2004-2010 Cingular Wireless Bothell, WA

NBS (National Business Services Representative)/ECCOM/EVHD/ETS

Rep

Customer Service Representative

• Provide specialized business care and service to support the TDMA and

GSM wireless management needs of program administrators. Handle

customer questions, complaints, and billing inquiries with the highest degree

of courtesy and professionalism to resolve customer issues with one call

resolution.

• Interface with business customers via telephone, e-mail, or correspondence,

listening to customers, evaluating options, and offering customer-focused and

cost-effective solutions. Offer alternative solutions when appropriate with the

objective of retaining customer’s business.

• Provide service and support in a variety of areas for multiple

markets/regions, including but not limited to billing, plan analysis,

equipment, roaming, features, wireless coverage, technical troubleshooting,

care and management (migrations, account splits, attachments, and

activations).

• Drive resolution of customer’s issues, coordinating support efforts across

Cingular teams such as: Network operations, Service Management, BMG

Sales, and PMC. Troubleshoot, provisioning issues, device configuration,

features, wireless connectivity offer (frame relay), WOS, CCS, and others.

Report technical trends and issues to appropriate functional groups, IT

Managers, Help Desk, RNOC’s, IT Service Desk and System Engineers.

• Open, monitor, escalate, and close trouble tickets in CTS ticketing system

which may include working with 3rd party vendors. Communicate with

customers when follow-up is needed for additional troubleshooting to

effectively resolve the customer’s issue.

• Attend and participate on conference calls with IT Managers, 3 rd party help

desk, RNOC, PMC, System Engineers, and other support groups.

2000-2004 BellSouth Charlotte, NC

Sales Associate/Service Representative

• Handled incoming calls and added new subscribers in the system data base

as well as selling value added features and services.

• Effectively sold to the customer’s needs through the use of rapport building,

probing for needs, and recommending a complete package of rate plans,

features, and accessories.

• Achieved monthly, quarterly, and annual sales objectives, while ensuring

the optimum customer experience and satisfaction.

• Worked within set key performance measurements defined by the call center

and management team using internal systems and followed set processes and

procedures.

1996-2000 VoiceStream Wireless Albuquerque, NM

Technical Support/Customer Care Supervisor/Manager

• Supervised a team of Technical Support Representatives responsible for the

resolution of customer issues passed on to us by customer care through

trouble tickets. Point of contact for all departments on technical issues.

Coordinated support efforts throughout the company with Network

Operations, Service Management, Sales, and customer service.

• Ran daily reports that reflected the amount of calls received, trouble tickets

filed, type of tickets filed, attendance, rep performance and CMS statistics.

• Worked closely with staffing to recruit, select and hire new employees.

Coordinated interview events and attended job fairs to recruit candidates.

Assisted with payroll issues, new hire orientation, addressed attendance,

performance and code of conduct issues. Helped develop, mentor, motivate,

and coach representatives to provide 100% customer service.

• Managed attendance, performance, and code of conduct issues by providing

counseling and written warnings and sometimes termination. Monitoring and

call coaching were performed to evaluate the representatives overall

knowledge, performance and the quality of service provided to our

customers.

• Checked customer credits issued over a certain dollar amount on a daily

basis, approved billing problem resolutions offered by representatives to

ensure a fair resolution for the customer and company on a case by case

basis. Performed monthly representative One On One’s and Goal Setting for

developmental, mentoring, motivating, coaching and praising opportunities.

Monthly and yearly evaluations were performed for representative progress

reports, yearly raises, and promotion recommendation.

Degrees/ 2011 TOEFL Certification

Certifications

Awards I have received the Peak Achievement Award, the Pride In Excellence Award,

Employee of the month, the Get More Award, Presidents Club, Outstanding Achievement Award, and

others.

References:

Christina Gray (Co-worker) 360-***-****

John Braun (Co-worker/friend) 360-***-****

Julia Simms (HR Co-worker) 360-***-****

Lavinka Brown (Co-worker) 360-***-****

Lisa Caskin (Co-worker/Supervisor) 253-***-****

Richard Haskins (Co-worker/Supervisor) 360-***-****

Stephan Monette (Co-worker/Supervisor) 719-***-****

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