ANTHONY RAND

**** * ****** ***., *****, OK ***** H: 918-***-**** acvpw9@r.postjobfree.com

Summary

Results-oriented Customer Service Manager with diverse background in management and customer service. Dedicated

to providing excellent customer service and making operational and procedural improvements, specializing in

Quality customer service, customer retention, productivity and team management.

Highlights

Basic CPU Windows * Windows Millennium * Microsoft Skilled multi-tasking

Office: Word, PowerPoint, Outlook, Excel * Credit and Training and development

Collections *Netscape Navigator * Internet Explorer * Scheduling

Training * Interviewing * Basic Accounting & Administration Deadline-oriented

* Productivity Improvement * Team Building * Sales * CPR Conflict resolution techniques

Certified * Witness Client Monitoring System * Outstanding Client relations specialist

10 key by touch * AS400 Qualified * SAP * Project Control* Meticulous attention to detail

Team management

Experience

Sr. Customer Service Representative / Inside Sales 12/2005 to 10/2014

Gunnebo Johnson Corporation Tulsa, OK

Responsibilities to provide inside sales activities related to receiving orders, product inquires, order entry,

expediting and initiating request for quotes.

Liaison between customer and company; receives inquires and orders via, the telephone, facsimile and mail.

Interfacing with various departments engineering, estimating, manufacturing, finance, to acquire information to

maximize customer service.

Addressed negative customer feedback immediately. Provided a high level of product and leadership support to

Representatives and clients. Effectively communicated with team members to maintain clearly defined expectations.

Customer Service Representative 10/2002 to 10/2004

McLeodUSA Tulsa, OK

Responsible for maintaining a strong relationship with small business companies, ensuring proper billing,

quality of service and a very professional style of communication.

Daily duties include, but are not limited to inbound and outbound calls with customers as well as communicating

with internal co-workers.

Tracking accounts ensuring proper follow up.

Customer Service Star Quality Certified.

Lead Floor Supervisor 01/1999 to 08/2002

Vartec Tulsa, OK

Successfully managed the activities of 500 team members in multiple locations. And coaching employees;

addressing complaints and resolving issues.

I was directly responsible for the Business Products Department, which maintained outstanding accountability for

our commercial customers. Recruited, managed and mentored an average of 30 new customer service

representatives per year. Reduced amount of employee overtime by 10% by effectively delegating tasks and

offering early release during low call volume. Developed rapport with the customer base by handling difficult

issues with professionalism. Effectively communicated with team members to maintain clearly defined

expectations. Generated and distributed daily reports and order acknowledgments to appropriate personnel.

Satellite Administrator 03/1997 to 01/1999

World Connect Communication Tulsa, OK

Developed and implement procedures that pertain to the sale and support of satellite products.

Generate daily and weekly reports for all aspects of the satellite department.

I directly supervised all satellite administrators.

I maintained essential good customer rapport with satellite customers and partner company Echo Star.

Directly responsible for all shipping and receiving for the department; maintained and organized records such as

problem applications, contact list, and all correspondence for proper billing.

I was responsible for departmental Credit and collection.

Aviation Maintenance Administration 2nd Class 08/1988 to 01/1997

United States Navy Jacksonville, FL

Responsible for entering alphabetic, numeric or symbolic data from source documents into computers.

I directly supervised 24 technical librarians ensuring all operations were completed.

I Utilized quality control knowledge by monitoring records daily for accuracy. Provided detailed monthly

departmental reports and updates to senior management.

Education

High School Diploma: Basis 1988

Tulsa Hale High School Tulsa, OK, US

Surgical Technician

Community Care College Tulsa, ok, US

Completed courses, unable to complete externship due to being located in another state.

Skills

10 key by touch* Basic Accounting*AS400*Billing*Call center coaching/counseling*Credit card processing*Customer

Relations*Customer Service*Estimating*Inside sales*Internet Explorer* Inventory Management*Team

Building*Excel*Microsoft Office*Outlook* PowerPoint*Windows*Word*Millennium*Netscape Navigator*Office

Management*Order entry*Performance reviews*Publications*Quality* Quality control, Quality

Assurance*Shipping/receiving*SAP, Scheduling*Time Management*55 WPM*

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