Customer Service High School

Glenn Lawson

*** ********* *****

Danielsville, GA 30633-1746

(678) 333 - 6935

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

CAREER OBJECTIVE: Interested in obtaining a challenging position

utilizing an

extensive Customer

Service/Management background.

AREAS OF EXPERTISE: Customer Service

Office Management

Data Entry

Payroll

Security

Network Computer Data

Maintenance

EDUCATION: South Oak Cliff High School, Dallas, TX - High School Graduate

COMPUTER EXPERIENCE: PC Software and Languages: Microsoft Office

(Outlook, Excel, Word);

Lotus Notes

PROFESSIONAL EXPERIENCE:

Allied Barton Security Services February 2010 - April

2010

(On Site Supervisor)

Responsibilities Included: Provide onsite security for clients. Monitor

site via closed circuit television and foot patrols. Schedule shifts for

assigned officers, as well as manage timesheets for each officer.

ACS

(Customer Service/Support Technician) May 2009 - September

2009

Responsibilities Included: Provide customer service for all inbound calls

to the call center. Technical support for AT&T/Apple iPhone Customers.

Verizon Wireless November

2007 - August 2008

(formerly known as GTE Mobilnet) July 1996 - November

2004

(Customer Service

Associate)

Responsibilities Included: Provide customer service for 100+ inbound calls

to the call center. Develop and sustain productive customer relationship

by creating and executing plans and solutions in collaboration with the

customer. Troubleshoot common service problems in an effort to minimize

transferring customers. Resolve billing errors diplomatically, resulting

in great customer satisfaction. Research and analyze accounts for possible

subscription fraud. Suggest rate plan changes to customers based on their

wireless phone usage to avoid overage charges. Exceeded sales objectives

by as much as 50%.

Spherion/Coca-Cola POS March 2006 -

November 2007

(Customer Operations

Associate)

Responsibilities Included: Maintain above average ratings on all bi annual

performance reviews. Research and resolve issues for Coca-Cola customers

and business partners

using Coca-cola order management system. Support service and installation

request of Food Service customers and service network at the Customer

Communications Center by taking inbound calls and entering orders for point

of sale merchandise. Fulfill service, installation and point-of-sale

requests

through coordination and follow-up based on established service level

agreements.

Verizon Corporate Services December 1998 -

November 2003

(Administrative Security

Assistant)

Responsibilities Included: Manage court orders and subpoenas submitted by

law enforcement agencies and legal services, by providing detailed phone

records and documentation to satisfy requests. Assist law enforcement

agencies by initiating live call traces, establishing wiretaps, and

accessing lines during bomb threats, kidnappings and hostage barricades.

REFERENCES: Available upon request

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