Customer Service Sales

Etosha X. Marzio

**** **** ***, *** ** ***-***-5309C

Oakland, CA 94601 510-842-8829H

abi2mr@r.postjobfree.com

PROFILE

Customer Service Representative / Account Management Representative

Highly trained, professional customer service account sales representative

with 9 years of account service experience in the telecommunications

industry. Exceptional interpersonal and customer service skills. Handle

high call volume, large corporate accounts and consistently resolve account

issues effectively.

QUALIFICATIONS

. 9 years of call center account management experience, in addition to

10 years of hospitality experience in retail, hotel and restaurant

settings in the U.S and abroad.

. Highly knowledgeable in telecommunications, networking, digital

systems and wireless technologies, equipment, products, and business

services.

. Expertise in dispute resolution, up selling, account management,

service and billing techniques and procedures. Known for providing

excellent service to customers.

. Computer Skills: Proficient in Word, Excel, PowerPoint basics, Outlook

. AT & T In-house Database Programs: Boss (billing), Sord (service order

retrieval and distribution) Telegence (long distance billing) and RDS

(tracking)

. Multi-Lingual: Spanish, Italian and French

EXPERIENCE

AT&T, S.F., CA 2000-2010 Business Service Representative

. Respond to billing calls from high-end businesses Fortune 500

companies in the local CA area. Resolve complex billing and service

issues; function as a liaison with the AT&T sales support team.

. With SBC performed similar duties but on a national level.

. Trained in sophisticated tracking and billing systems i.e. RDS, Sord

and Telegence

. Achievement: Received an award for responding to the most calls in one

ring or less. Consistently meet the goals of 97% or above for service

order accuracy.

. Performed complex bill review for corporate clients that involved

extensive phone, fax and email contact with the client, reviewed

spreadsheet billing records and identified and corrected the errors.

Drafted and prepared letters to the clients.

Whole Foods Market, S.F., CA 1998-2000 Team Member

Levi Strauss, SF, CA 1999-2000 (P-T) Retail Sales Associate

. Achievement: Received Employee Sales Awards, 2000

Allison Hotel, SF, CA 1995-98 Waiter /Room Attendant

Other Hospitality Experience: Sales Associate, Macy's

Waiter-various restaurants

Hotel Aide /Padua, Italy

Etosha X. Marzio

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EDUCATION

Golden Gate University, SF, CA 2005 Telecommunications Courses

M.A. Coursework:

- Network Design

- Management Telecommunications

- Accounting for Managers

- Courses in digital systems and wireless

Continuing Education & Training PacBell, SBC, AT&T

Completed over 65 courses in customer service, business procedures,

technical, safety procedures, new and existing products etc.

Key Courses:

- Accounting Research

- Clerical Administrative

- Customer Contact

- Customer Satisfaction

- Customer Support

- Data Systems-Boss

- Fact Finding

- Research & Investigation

- Sord Knowledge

- End Billing- Products / Bills

- Telemarketing Sales

- DSL

- Data Communications

- S/W, H/W Knowledge

University of California, Berkeley B.A. in Humanities / Italian

Dean's List

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