Customer Service Manager
Resume:
Harold Louis Plummer
Vallejo, CA 94590
Objective: To obtain a position at a company that will enable me to
utilize my Management skills in the Customer Service industry, and is
challenging enough to expand my knowledge of employee/customer relations.
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EMPLOYMENT
May 3, 2008 to September 5, 2008
McAfee, 860 R Napa Corporate Valley Way, Napa CA 40 hours per
wk
Security Advisor
Main duties: Generate large volumes of calls to contact potential Business
to Business clients and access their current Website Security status.
. Promote renewals and up-sell opportunities within existing accounts
. Organize effective call plans and maintain high call volume
. Implement Certification Process and Monitor results
. Maintain Client Database of Prospects
. Maintains expected call volume of 400 calls per week, develop
relationships with key decision makers, respond to customer need, track
and monitor account activity with a minimum of 50 MAX activities per week
. Qualify and educate potential clients on standard Operating Procedures
for doing business on the Internet
December 2003 to May 3, 2008
Barbeques Galore, 620 W. Francisco Blvd, San Rafael, CA 94901 40 hours per
wk
Senior Sales/Manager
Main duties: Assist Store Manager in overseeing store operations.
Generate and drive sales to Sales floor, and handle Customer Service issues
. Implement strategies to drive store sales, increase profitability and
improve customer service
. Demonstrate product features and make recommendations based on customer
needs
. Run cash register, process orders, exchanges and returns
. Assist customers on the Sales floor and by telephone
. Lead, direct and supervise the work of the Staff
April 2001 to April 20,2003
Bright Point, 880 Harbour Way So, Richmond, CA. 40 hours per
wk
Senior TSR/Product Specialist
Main duties: Receive inbound calls via ACD, and
process accessory orders. Provide and update
product information for the entire call center as well as support. Assist
with training, call
monitoring, and performance evaluation of staff. Assist the training
department on projects:
Product Presentations.
. Obtain and record information for order processing and credit card
verification
. Research, analyze, and resolve more escalated customer issues
. Establish, maintain, and process Business to Business Accounts
. Review selling strategies with other TSR's
. Role playing, and implementing strategies for more cross-selling, and up
selling opportunities
. Maintain database and lead special work force group for processing orders
when the main database is unavailable
. Receive inbound calls via ACD and sell accessories
December 97 to March 2001
Circuit City, 330 Bellam Blvd, San Rafael, CA. 40
hours per wk
Sales Counselor; Manager Trainee
Main duties: Maintain the Computer Department, ACE Department, and the
Cellular Department.
. Responsible for selling, and programming, wireless telephones: Cellular
One, Pacific Bell, and Sprint telephones.
. Responsible for running credit checks using the applicant's application.
. Responsible for maintaining direct volume quota in the areas of
activations, verticals and accessories.
. Responsible for all cycle counts, and oversee inventory of items in each
department.
. Support sales personnel as needed on significant business accounts.
. Recruit, train and develop new Sales Counselors to full performance
potential.
. Execute and enhance direct sale
. Customer Service: Manage customer relations. Resolve customer generated
issues.
. Completed Management training: Certificate received.
June 89 to August 95
A Class Act Production, 1501 Garvin Avenue, Richmond, CA 94801 32
hours per wk
Director
Main duties: Director, Editor, and Cameraman for Music Video Show
. Responsible for developing the plan to create the video show
. Responsible for developing the overall story line of the content, and
determine how to best communicate the content.
. Responsible for developing the content outlines, identifying co-host
candidates, and creating the scripts.
. Responsible for production process: Editing, and the layout of the final
videos.
March 93 to Present
Inside Rap Productions, San Pablo Dam Road, Building #11, El Sobrante
32 hours per wk
Producer
Main duties: Executive Producer, Host, and Director of Music Video Shows &
Commercial
. Founder of Inside Rap Productions
. Responsible for Hosting the show, and finding a Co-Host for the Show
. Responsible for producing, and organizing the Music Videos & Commercial.
May 95 to November 95
Western Temporaries, 3220 Blume Drive, Richmond, CA 94804 32 hours per
wk
Temp Service Worker.
Main duties: Multi-line switchboard telephone system, typing,
alpha/numeric filing.
. Customer Service worker.
. Light Industrial worker.
. Answering phones, filing, and light typing.
. Testing of new applicants.
June 88 to September 91
Stuart-Bradley Productions, Stanwell Drive, Concord, CA 40
hours per wk
Office Manager.
Main duties: Office Manager, Bookkeeping, and Accounting
. Manage day-to-day priorities of the process and direct reports.
. Ensure production and quality goals are met.
. Manage the cost control budget for area equipment
. Schedule employee training and work responsibilities such that timely
progression is achieved.
. Monitor employee performance, provide guidance, appraise, and counsel
individual employees to further develop their interpersonal skills and
improve performance.
. Maintain employee records, and training files.
. Responsible for interviewing for Client Service positions, and assuring
that training was properly administered for Client Service positions.
EDUCATION:
Richmond High School, Graduated June 1987
Contra Costa College, Major Business Administration
TECHNICAL SKILLS:
Microsoft Word Microsoft Outlook
Microsoft Excel 10-Key by Touch
References available upon request.
Contact this candidate