Customer Service Sales
Resume:
Irving, TX mailto:abg906@r.postjobfree.com
75038
James A. (Jim) McKinley
Objective To secure a Customer Service position within a growing, dynamic
company and industry. The ideal position would utilize my customer
service, sales and supervisory abilities to their fullest.
Functional summary Over 10 years of Inbound call center experience as Customer Service
Representative
Over 4 years of Supervisory/coaching experience Inbound/Outbound
Call Centers
Additional Outside Sales and Retail Management experience
11/08 - 05/11 Publishing Concepts
Dallas, TX
Sales Rep
Outbound and inbound Sales to Alumni of Schools and Fraternal
organizations
02/08-11/08 Hilton Reservations Worldwide
Carrollton,TX
Customer Service/Reservations Agent
Taking Inbound Customer calls regarding Hotel reservations and
servicing/redeeming rewards accounts, quoting and confirming reservations
and upselling whenever possible.
01/05-01/08 Brinks Home Security
Irving, TX
Customer Care Specialist
Taking Inbound customer calls regarding billing, system functionality,
troubleshooting system malfunction and correcting via download or
scheduling service, interfacing with sales, downloading and local branches
to meet customer requests, issuing appropriate credits and adjustments to
customer’s account. Four customer commendations and consulted with
company on compatibility issues with customer systems and new
technology in telecommunications area.
04/04-01/05 Wal-Mart Garland, TX
Cashier Part Time
Handling customer’s orders and payments at checkout quickly and
accurately. Restock and straighten shelves as necessary
Review was exceeded expectations in all categories
1/11/93 to 2/27/04 AT&T Dallas, TX
Customer Service & Support Specialist
Managed inbound calls from business customers inquiring about their
local/long distance telephone bills & service. I verified that I was speaking
with a responsible party at the business, conducted fact-finding interviews to
determine the nature of their inquiry or problem, and then provided accurate,
understandable explanations and potential solutions. If there was an error on
the account, my responsibility was to correct the error via correction order
and/or crediting the account within company guidelines & policies. I
subsequently provided the client status of the credit or order. I was a
designated Team Leader, Subject Matter Expert and also assigned to
several special projects based on my performance and level of expertise.
Education Clarion University of PA Clarion PA
B. S. Business Administration Marketing Major
• Top Third of graduating class
• Concentration in Marketing and Sales
• Active in Fraternity and held several offices
• Active in several Community service projects, Dormitory
Judicial Council and as Dormitory Resident Assistant
• Worked part-time throughout college to help finance my
education
University of Phoenix San Francisco CA
M. B. A. Business Administration
• 3.75 G.P.A 10 Credits
• Courses in Business Law, Business Ethics, Organizational
Structure and International Business Management
Summary of Personal Skills
qualifications
• Ability to interact and influence behaviors at all organizational
levels
• Results oriented problem solver
• Exceptional communication skills
• Dedicated and reliable team player
Additional Professional Experience & Accomplishments
International Telecharge Dallas TX
Inside Sales/Telemarketing Supervisor
• Top producing sales team every month
• Initiated and assisted in implementation of computer
generated telesales management software to track, assist and
schedule follow up calls to customers and prospects
National Marketing Specialists Irving TX
Inside Sales/Telemarketing Supervisor
• Top producing sales team-monthly
GTE Market Resources Irving TX
Call Center Supervisor
• Managed Inbound and Outbound Telemarketing
Representatives for a variety of clients
References
Darrell Robbins Brinks Home Security 972-***-****
Drew Clancy President Publishing Concepts 214-***-****
Deborah Dale Vice President Publishing Concepts 214-***-****
Anne Kelley Hilton Reservations Worldwide 972-***-****
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