Customer Service Representative

Arthur L. Townsend IV

***** **** **** **** *** **4 Manassas, VA 20109 • 703-***-**** • abg4t8@r.postjobfree.com

Helpdesk / Technical Support Specialist

Profile

• Highly skilled in support and service skills focused on technical resolution, account

maintenance, service call scheduling and systems trouble-shooting.

• Able to work comfortably and effectively in both independent and team environments.

• Knowledgeable in hardware and software terminology and its usage as well as

programming and development concepts, especially pertaining to .NET technologies.

• Quickly learn and master new technology.

• Proficient in a range of computer systems, languages, tools and testing methodologies.

Education

West Springfield High School

Class of 1996

Northern Virginia Community College

Pursuit of IT related degree, focusing on data management

Skills

Certifications

CompTIA A+ certification, receiving 804 / 900 in Essentials and 814 / 900 in Practical

Application

Applications

Word, Excel, Access, PowerPoint, Internet Explorer, Firefox, Chrome

Platforms

Highly proficient in Windows 95 through Windows 7, timecard systems, ticketing systems,

customer account systems.

Languages

VB.NET, HTML, familiar with OOP & RAD principles

Hardware

Skilled and experienced with maintaining and installing printers, faxes, scanners, digital

cameras, internal computer components, USB interfaces and wireless/bluetooth peripherals

Professional

Skilled at troubleshooting problems and errors using a systematic approach to identify

bottlenecks and procedural and user errors. Able to prioritize tasks for maximum efficiency.

Strongly attuned to giving and receiving well thought-out critiques.

Arthur L. Townsend IV

11260 Lady Jane Loop apt 304 Manassas, VA 20109 • 703-***-**** • abg4t8@r.postjobfree.com

Helpdesk / Technical Support Specialist

Work Experience

Kingstowne Pet Services, Kingstowne, VA Pet

2007 Present

Care Specialist/Dog Walker

• Performs assigned visit schedules on a weekly basis.

• Able to conform to the special needs, diet and routine requirements of clients, coordinating

between client and company when necessary.

Bank of America Credit Card Services, Dover, DE 2002 2005

Customer Service Representative

• Worked in very high call volume environment (150 - 200 calls daily) responding to customer

inquiries pertaining to company policy, account details and related service inquiries, with

special emphasis on the complexities of credit functions, including: APR(s), payment

application, credit policy and best practices.

• Worked with customers to resolve concernss, utilizing standardized operating procedures

and policies along with flexible thinking to achieve balanced outcomes for customer and

company.

2004 - 2005 Priority Service : Worked with VIP clients and private banking

account managers for the elevated and expedited service of Priority clients using Priority

standards and procedures.

Ethan Allen, Alexandria, VA 2001 2002

Scheduler / Customer Service Representative

• As a scheduler, ensured that deliverable products were cycled through the warehouse to

customers in the most efficient manner so as to keep on-hand inventory at manageable levels.

• As a customer service representative, handled customer inquiries and complaints as well as

store-front initiations of service.

Tasked with managing service liaisons with the two largest stores in the company's

2nd largest market.

Managed customer files, following up as necessary to ensure promptness and

satisfaction with service requests.

Assigned and managed service tickets through independent service providers and

repairmen.

Participated in reviewing, assessing and cataloging returned inventory.

References

Available upon request.

Contact this candidate