Customer Service Representative
Resume:
DAVID M. GORMAN
New York, N.Y. 10010
abh2sj@r.postjobfree.com
Objective: A challenging management position in a growing,
professional environment.
Management and Supervisory
* Managing Customer Service department, providing outstanding
customer service.
* Responsible for the day-to-day management of reps on duty
and overseeing their work.
* Assisting in the recruitment and hiring of qualified
applicants to meet the needs of the department.
* Training, coaching and managing all reps in policies and
procedures.
* Helping to identify and solve problems that affect service,
efficiency, and productivity.
* Implementation of ACD system along with recording policies
for quality assurance.
* Analyzing ACD metrics to prevent bottlenecks and make best
use of available staff.
* Developed departmental intranet for documenting procedures
and policies.
Customer Service and Sales
* Managing high volume of telephone calls.
* Addressing escalated issues from customers and vendors.
* Resolving customer problems and complaints in a timely
manner.
* Responding to customer inquiries regarding products, pricing
and shipping.
* Assisting customers with placing orders both over phone and
website.
* Signing new accounts and providing a point of contact for
continuing relationship.
Technical
* Helping to diagnose and document system glitches and
software errors on website and backend system.
* Writing specifications and designing reports for new system
tools using Bugzilla.
* Troubleshooting of user computer problems.
* Provided support for a variety of online professional
trading software.
* Provided training at user sites including trading floors of
the NYSE and AMEX.
* Provided technical support for AS/400 and IBM mainframe systems.
* Assisted with programming in CL and RPG.
* Experienced with Windows, MS-Word and Excel
Work History
2006-Present Customer Service Manager
Delivery Concepts LLC, New York, NY
2003-2005 Customer Service Representative
Garrett Wade, New York, NY
2001-2003 Client Service Representative
Track Data Corporation, New York, NY
1996-2001 Customer Service Representative Art
Leather, Elmhurst, NY
1993-1996 Customer Service Representative
Country Floors, Ridgewood, NY
Education
1986
New York University
School of Continuing Education
Computer Technology
1983
Sullivan County Community College
Hotel and Restaurant Management
Contact this candidate