Robert E. Blakley Jr.
APT ****
Converse TX 78109
OBJECTIVE
An opportunity with an organization which will afford me potential for advancement and where
it would be possible to implement the knowledge acquired through past experience, my college
education and my interpersonal skills will support operations, contribute to customer service,
profitability and effectiveness.
EDUCATION
05/82 B.A. Degree - Education/Military Science, North Dakota State University, Fargo, ND
05/78 St Paul Central High School, MN
EXPERIENCE
United Health Care
08/2012 to 1/2015
6200 NW Parkway
San Antonio, TX 78109
Duties; Customer Service Representative responsible for answering and handling inbound calls in a
manner that will ensure high member and clinic satisfaction. Client/member contacts also include adding,
canceling or changing patient transport schedules, confirming dispatch, relaying accurate information and
documenting significant information in a timely and professional manner.
West Corporation
02/2008 to 07/2012
11330 IH 10 West Woodway Parkway
San Antonio, TX 78249
Duties: Process various incoming and outgoing calls from numerous clients in accordance with
established policies, procedures, and quality standards, as well as any federal laws and
regulations. Process various incoming and outgoing phone calls for numerous clients, which
includes obtaining, entering, and verifyihng customer information, answering questions,
resolving issues, providing customer service, adhering to scripts, and attempting to sell products
or make upsells as necessary. Refers calls regarding ssrvice failures to approptiate departments
for investigation. Follow up with customers as necessary, to assure satisfaction. Ensure that calls
are processed in strict adherence to established policies, procedures, and quality standards, as
well as any federal laws and regulations. Assist with the development of scripts.
Goodwill Contract
04/2005 – 01/2008
HQ Air Force Personnel Center
550th C Street West
Randolph AFB, TX 78150
Promotion Board Support Associate
Duties: Responsible for the management and maintenance of Officers and Senior Enlisted
selection records for active duty Air Force Personnel.
Providing customer service for the selection board area by assisting customer with their inquiry
on the status their documents (e.g. awards, decoration, evaluations) that are maintained in their
personnel records.
Ensuring all personnel records and documents are correctly maintained, tracked, and accounted
for in the ProDaRTS system.
Ensuring documents on board eligibles are filed upon receipt or a discrepancy sheet is completed
and filed in lieu of missing documents are placed in personnel board eligibles personnel records.
Providing necessary steps to ensure the proper storage and safe guarding of records and
documents containing information covered by the Privacy Act.
Ensuring board eligibles selection records are purged and segregated upon board announcement.
Ensuring selection records and board eligibles lists match prior to board convening date.
Ensuring all board records contain a promotion recommendation form (officers), selections brief,
and any other data required by the Board Secretariat.
01/2001 - 06/2004
Associate/Customer Service Representative
Brylane L.P.
3150 Pat Booker Road
San Antonio, TX 78148
Dea Polk 210-***-****
Associate Duties: Assisted customers with catalog orders and enter orders into the computer;
offered customers promotional items; directed customers calls to the customer service
department when necessary. Customer Service Representative Duties: Handle customers
inquiries, explain policies and procedures, define and solve problems and resolve conflicts
associated with their order; use strong research skills and keen attention to detail to track
package orders; answer phone in a clear, friendly manner; process gift certificates and refunds,
exchanges, reorders; process catalog requests; answer billing questions; process credit
applications; assisted new associates with the procedures in assisting customers; assisted team
leader in daily operations, which entailed, assisting associates checking status on promotional
items, add ons and selling of magazines; troubleshooting; perform other duties as required.
06/1997 - 12/2000
Customer Service Representative/Dispatcher/Driver
Safelite Auto Glass
11105 Landmark, IH35 North
San Antonio, TX 78233
Jim Bailey 210-***-****
Customer Service Representative Duties: Order processing and invoicing; providing customers
information on parts - availability, information on their credit account, and process their order;
work with operations department to coordinate deliveries; follow up on orders with factories,
keep track of all special orders; work with local factory reps on literature and sample needs;
attend weekly department meetings; troubleshooting. Dispatcher duties: Provided drivers the
store location of where customers’ order needed to be delivered. Driver duties: Drove truck or
van to each of our store locations to deliver the customers’ order. Perform other duties as
required.
AWARDS
Employee of the Month - March 2002; December 2003
100 % Evaluations - 2001 - 2004
Customers Complements Recognition - 2004
Bonus Awards - Promotional Items - 2001 -2004
Leadership Award - 1980
We Care Certification Goal Accessed - 2003
Training Assistant Certificate - 2003
Certificate of Achievement for Outstanding Performance and Dedication to the Highest Standard
of Excellence - 2002
Applause for Assisting Different Departments -2003
Athletic Scholarship - 1978 - 1982
TRAINING
Air Force Records Management General Awareness Training – 2006
USAF Information Assurance Awareness – 2006
MVV Workshop - 2005
Customer Service Training - 2001
Promotional Sales Training - 2001
New Procedures Changes on Delivery of Items; Promotional Items, and Upgrades on the
Computer Systems - 2004
Refresher Training - on how to handle customers - 2004
Managerial Training - 1994
Team Training - 2004
SKILLS
Computer Knowledge: Systems - Mod 4, Lotus Notes, Microsoft Excel, Microsoft Word,
Windows NT, and Data Entry
Typing
Organizational and Follow Through Ability
Written and Verbal Communication Skills
People Skills
Ability to Operate Independently Without Close Supervision
Organized, Pleasant, and Hard Working
Service Oriented Behavior and Team Player - willing to help out wherever necessary
Ability to Work in a Fast Moving Team Environment
Capable of Setting and Managing Priorities
OTHER INFORMATION
ROTC - Army - 1979 - 1982