Service Sales

Gerald P. Villani

*****.*******@*****.***

Guttenberg, NJ

212-***-**** (mssg)

Employment History

ACS/Xerox: Aug. 2010-Feb. 2013

Portland, OR

Helped callers with Sprint cell phone accounts at in-bound call center.

Reviewed rate plans, adjusted billing errors, resolved service and

equipment issues, reviewed policies and procedures, and handled irate

customers. Routed to technical support and other departments as needed.

Also "help desk" rep assisting other agents with their calls. Sales

involved suggesting better-fitting rate plans, renewal credits, and new

phones. Used Windows.

Kelly Services: Dec. 2009-June 2010

Wilsonville and Tigard, OR

Vesta in-bound call center CSR: supported AT&T pre-paid cell phone service.

Took calls from customers seeking to add minutes to their

service. Hollywood Video CSR: called customers from computerized lists

notifying them of local store closures and recommending other stores in

their area. Handled inbound calls from customers requesting information and

refunds.

Westat: Feb. 2009-May 2010

Salem, OR

Field Interviewer for the Medical Expenditure Panel Survey (MEPS) sponsored

byU.S. Dept. of Health and Human Services. Contacted and interviewed

respondents regarding their health care issues in person using laptop

computer with Windows applications, and sent completed interviews to the

home office via internet.

Stream Global: Jan. 2007-May 2008

Beaverton, OR

Adobe CSR: helped customers with product questions and needing technical

support. Resolved minor issues and routed callers to other queues as

required. Helped callers upgrade to Creative Suite 3. Disney CSR: handled

online games in billing department and generated replies to customer

email. Used Windows applications for both positions.

ACS: Feb. 2005-Jan. 2007

Tualatin, OR

Helped customers with Sprint Boost-Mobile cell phone accounts at in-bound

call center. Reviewed rate plans, activated phones, resolved service and

equipment issues, reviewed policies and procedures, and handled escalated

calls as acting floor supervisor. Routed calls to technical support and

wireless web service as needed. Used Windows applications.

T-Mobile Wireless: Oct. 2000-July 2003

Salem, OR

Helped callers with cell phone accounts at in-bound call center. Reviewed

rate plans, adjusted billing errors, resolved service and equipment issues,

reviewed policies and procedures, handled irate customers. Routed to

technical support and financial services as needed. Some sales involved

suggesting rate plans and new phones. Used Windows applications.

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