Customer Service Manager

CAAN GIBERSON

**-* ******** *****

Freehold, NJ *7728

732-***-****

****.********@*****.***

EXPERIENCE

Monmouth Telecom 2008-

present

Red Bank, NJ

Contract Pricing Manager

( Produce cost analysis, sales proposals and contracts on of telecom

products including: High-Speed Fiber, T-1, VOIP, Hosted PBX and UNE-P

. Develop pricing options to meet the current market requirements and

maintain price lists

. Determine profitability of product pricing on a case-by-case basis

( Retain accounts from porting out with direct negotiation

( Increase long-term revenues by offering restructuring of contracts on

existing accounts

( Negotiate and create partnerships with outside sales agents or VAR's

University Subs and Deli Inc. 2003 - 2008

West Long Branch, NJ

Managing Partner

. Partner of Delicatessen

( Full Charge bookkeeper: prepare financial statements, balance

sheets, accounts receivable and payable, general ledger, payroll taxes

and corporate taxes

( Product and business development, marketing, accounting, quality

control, purchasing, employee training and management

Spectrotel 2001 - 2003

Shrewsbury, NJ

Product Manager

. Develop marketing strategies, product documentation and revenue

forecasting for new territories

. Edit existing and structure new tariffs, rates, pricing and product

training

. Profit and loss billing audits

. Create new policy standards for billing and up-sell options

. Competitive research analysis and reports

Plan B Communications (Spectrotel) 2000 - 2001

Shrewsbury, NJ

DSL Project Coordinator/Tier 2 Customer Care

. Call center customer service

. Troubleshoot service outages, technician dispatch, support billing and

manage quality control

. Provision all DSL installs, customer technical support and account

management

EDUCATION

Monmouth University

May 2000

West Long Branch, NJ

Bachelor of Science-Business Administration with a Concentration in

Marketing

SKILLS

MS Office, Visio, UNIX, HTML, JAVA, MS Project

Pricing Negotiations - Liaison from Sales & Senior Managment

Problem Solving - Packaged deals based on customer specific needs on and

ICB

Analytical Thinking and Planning - Compute profitability of products and

produced marketing materials

Provisioning with Verizon GUI - Project managed installations from start to

finish for POTS, DSL and T1

CERTIFICATIONS

ITMI

September 2000

Telecom Technologies Certified

Information Technology Management: Institute-Telecom 101

Career Track "Outstanding Customer Service" - Seminar

September 2000

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