Customer Service Sales

Scott Bertram, MBA, MHRM

*** *************** **** **. ( Evans City, PA 16033 (

**********@************.*** 724-***-****

Exceptional Human Resource Manager

Administration ? Communications technology ? Project management

SUMMARY OF QUALIFICATIONS

? PROBLEM SOLVING ? BUSINESS ADMINISTRATION ? TECHNICAL SUPPORT

? NEGOTIATIONS ? ACCOUNT MANAGEMENT ? SALES

? BUSINESS DEVELOPMENT ? CUSTOMER SERVICE ?

STAFF DEVELOPMENT & TRAINING ? CLIENT RELATIONS MANAGEMENT ? HUMAN

RESOURCES

career achievements

PERFORMANCE

. Managed and participated in multiple priority projects for national

business accounts with 100+ lines of service, proving capacity for

organization, multi-tasking, and effective time management.

. Capably provided technical support for network and equipment issues,

exhibiting comprehensive knowledge of technology and applications, while

delivering stellar customer service.

. Successfully processed more than 60 inbound customer service calls daily

primarily for business accounts of 10 or more lines.

. Competently supported management team by completing various

administrative duties and fostering team work.

. Processed printing and distribution of daily reports for business

clients, enhancing customer satisfaction while increasing productivity.

Impact

. Advanced business development strategies by actively participating in

numerous projects for national business accounts with more than 100

lines of service, exhibiting capacity to manage multiple priority

projects effectively in fast-paced environments without diminishing

quality.

. Increased revenue and profitability, generating 15+ sales daily,

including accessory sales, new activations, and upgrades, demonstrating

comprehensive knowledge of products and services, excellent application,

sales, and interpersonal skills.

Leadership

. Successfully led training project, providing in-depth instruction to team

for creating and sending e-mails via Work Flow Manager system.

. Effectively served as "acting supervisor" when a direct supervisor was

unavailable, successfully managed escalated calls, escalated call backs,

and staff while in this role.

. Contributed to success of cross-functional teams, collaborating to

develop better processes that simultaneously enhance customer service and

increase sales.

. Provided administrative and customer service support to sales team,

managing and maintaining customer records and data; efficiently

processing customer call backs; and managing customer correspondence as

part of seamless service.

Customer Service

. Consistently received perfect scores on random customer satisfaction

surveys, reflecting dedication to excellence, quality customer service,

and outstanding client relations management.

. Resolved diverse issues utilizing exceptional problem-solving and

negotiation skills daily to resolve billing and/or service issues,

ensuring excellence in customer retention and satisfaction.

. Provided excellent customer service support to sales team by processing

incoming receipts and handling customer inquiries.

Competencies

. Effectively utilized reporting and internal systems to resolve technical

issues for customers, demonstrating thorough knowledge of diverse

applications, account management, and client relations management.

. Versatile and accomplished professional with strong analytical and

quantitative reasoning skills, as well as excellent customer service,

communication, and interpersonal skills.

. Adept at optimizing use of various software and systems, including:

Microsoft Office Suite, Microsoft Project, Microsoft Access, Vision,

Mobile AMA Reporting System, Remedy, ACSS, Mobile Telephone Activation

System, Enhanced Data Reader, Info Manager, Netace, Work Flow Manager,

Lead Generation, Enterprise Customer Profile Database, People Soft 8.4

and Oracle.

Professional Experience

BUSINESS/TECHNICAL SUPPORT COORDINATOR 2001 -- PRESENT

Verizon Wireless Cranberry, PA

Retail Representative 2000 -- 2001

Verizon Wireless Butler, PA

Copy Technician 1998 - 1999

Xerox Business Services Erie, PA

Education And Training

MASTER OF HUMAN RESOURCE MANAGEMENT DEGREE

(MHRM)

2011

Keller Graduate School of Management

Pittsburgh, PA

3.5 G.P.A.

Master of Business Administration (MBA)

Concentration: Project Management 2009

Keller Graduate School of Management Pittsburgh, PA

3.5 G.P.A.

Bachelor of Arts Degree: Communications 1998

Gannon University Erie, PA

3.0 G.P.A.

high school diploma 1993

East Brady senior High school East Brady, PA

3.0 G.P.A.

academic projects & Accomplishments

. Played pivotal role in Capstone Project, assessing HR organizational

needs, then recommending best people management software to effectively

meet those needs, Keller Graduate School of Management, Pittsburgh, PA

2011

. Project Management Certification, Keller Graduate School of Management,

Pittsburgh, PA 2009

. Made significant contributions to Capstone Project team, researching,

developing, and presenting effective 5-year business plan, Keller

Graduate School of Management, Pittsburgh, PA 2009

Civic Affiliations

. VOLUNTEER, THREE RIVERS GREYHOUND, A NON-PROFIT ORGANIZATION DEDICATED TO

RETIRED RACING GREYHOUND ADOPTION, PITTSBURGH, PA, 2005-PRESENT

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