Customer Service Management

Objective To obtain a successful career with a growing company that

promotes hard work and team leadership, as well as

advancement, security and on the job training.

Professional Microsoft Office

Skills Microsoft Windows Office Procedures

Switchboard Telephone Skills

operator Management Skills

Filing/Editing Problem Solving

Customer Service 10 Key

Skills

Education

Belhaven College 1998

Business Management

Unites States Air Force 1983 - 1984

Warehouse Management Course

Hinds Community College 1981 - 1983

Business Management

Provine High School 1977 - 1980

General Studies

Employment History

10/07 - Present Cingular /AT&T - Sales Support Representative

. Interacting with customers and provide prompt service.

. Handles the flow of customers in a corporate store.

. Type correspondences and documents.

. Familiarity with Compass payment research, GRS

reporting, Care and Telegence

. Handle all inventories coming in or out the store.

. Manage inventory

. Developing and maintaining knowledge of wireless

services and equipment.

. Ensure merchandising is in compliance with the approved

Plano gram.

. Monitor loss and prevention assets in the store.

11/06 - 10/07 Cingular - Resource Desk

. Provided time management and planning support.

. Handled the flow of correspondence and phone calls.

. Monitored call center's accessibility in IEX and

Symposium.

. Monitor call volume and agent availability against

scheduled staffing and forecasts.

. Scheduled call centers reps vacations, time off and

training.

. Coordinated all scheduling, forecasting and planning.

. Monitored overtime and under time, training and all off-

line activities.

. Answered emails for employee and management support on a

daily basis.

. Monitored call volume and agent availability against

scheduled staffing and forecast.

. Scheduled all short-range supervisor activities in real

time.

. Provided hourly reports on operational statistics.

01/04 - 11/06 AT&T Wireless/Cingular - Customer Service

Representative

. Reviewed customer's wireless account.

. Updated customer's account.

. Processed porting numbers from customers.

. Resolved customer complaints about their account.

04/00 - 10/03 Specialty - Transportation Clerk /Payroll Clerk

. Responsible for 99 drivers in the transportation dept.

. Monitored D.O.T files and logs in on drivers.

. Served on the committee to review driver's accidents.

. Verified employment on new hires.

. Conducted orientation on new driver hires.

. Entered payroll for drivers with over $100,000 weekly

gross.

. Assisted with short-term disability.

. Corresponded with customer complaints.

. Created and maintain driver qualification files and

ensured they were in compliance with all DOT

regulations.

08/99 - 4/00 Time Warner Cable - Dispatcher

. Dispatch drivers to different installing or technical location.

. Worked with 88 Technical and Installers drivers.

. Took customers new cable orders over the phone.

. Trained customers over the phone on remote control issues.

. Worked on making sure appointment times were met.

04/92 - 07/99 Frito Lay - Payroll/Dispatcher

. Managed and Dispatched 83 drivers to different route

location.

. Entered drivers and mechanic employees' payroll.

. Implemented training course for new hired drivers.

. Performed background checks on new drivers hired.

. Monitored vacations..

. Assigned runs out to drivers.

. Maintained files on VCR for tractors and trailers.

. Coordinated with common carries companies.

. Scheduled outbound common carries to be delivered.

01/91 -11/91 USPF&O Army National Guard - Inventory Clerk

. Closed receipts documents once received from the source

of supply.

. Research requisitions from Supply History Inquire.

. Monitored Reports of Discrepancies (ROD) on

short/damaged shipments.

05/83 - 12/90 United States Air Force

. Responsibilities in inventory logistics.

. Supervised over 15 military employees and 6 civilians.

. Monitored priority items need by the Air Force

. Tracked supply from the originating place to final

destination.

. Medical Clerk augmentee

REFERENCES AVAILIBLE UPON

REQUEST

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