Customer Service Sales

Michael B Fraser

**** *.* ***** ***

Pembroke, Florida 33025

***************@*****.***.*** ~ 917-***-****

QUALIFICATIONS SUMMARY

Drives for Excellence: strives to do things right the first time;

ability to work in a fast paced, metric driven environment; documents

member's profiles with correct verbiage according to QA standards;

seeks out opportunities to learn and/or improve thru personal

experience, seasoned associates and leaders; sets personal goals to

meet team expectations and/or make self improvements daily.

Implementation / Execution: Effective time management and

organizational skills; anticipates front to end processes of all

tasks; makes sound judgments when faced with uncertainty

Problem Solving: actively listens in order to identify and resolve

issues; capacity to receive instruction, complete tasks, and delegate

work to appropriate associates to ensure all customer concerns are

resolved.

Technical Skills: Adept with Word, Excel, and Outlook

Professional Experience

Sprint - Hampton Virginia

April 2008 to Dec 2010

Customer Life Cycle Specialist

. Resolves a variety of customer needs in one call (i.e. billing

questions, trouble shooting, product information).

. Processes sales orders

. Maintains monthly quotas

. Selected to serve on specialty team as Issue Verifier to resolve

escalated situations and retain customers (March 2009 to May 2009)

Pre-Paid legal services - Norfolk, Virginia

April 2006 - April 2008

Managerial Team Leader

. Worked in conjunction with a community-based organization to foster

awareness of legal services.

. Reviewed client's contracts and other legal documents to endorse

service agreement.

. Trained, assessed, and delegated assignments to employees.

. Promoted employees based on their aptitude.

. Sold legal insurance coverage and identity theft protection.

Bank of America - Norfolk, Virginia

May 2005-April 2006

Credit Card Customer Service Rep

. Addressed customer inquiries regarding card services (i.e. APR rates,

billing cycles, additional fees and service charges).

. Made recommendations for card types ranging from low interest rates to

frequent flyer mileage.

. Verified eligibility against company prerequisites for application

process.

Portfolio Recovery Assoc - Norfolk, Virginia

July 2004-May 2005

Account Representative

. Arranged commitments for debt consolidation.

. Processed skip tracing to locate debtors for potential wage

garnishment and/or litigation.

. Interfaced with Accounts Receivable regarding billing updates (i.e.

discounts, addresses, etc.)

West Corporation - Hampton, Virginia

December 2002-April 2004

Floor Supervisor

. Trained, coached, and developed floor representatives to process

credit card applications.

. Acted as point of contact for escalated calls

. Contacted credit bureaus to determine credit scores for eligibility of

prospective clients.

References

Will be furnished upon request

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