Manager Customer
Resume:
*** ***** **, *** 423-***-****
#* *******.*****@ymail
Huntsville, AL .com
35806
Melissa G. Tooley
Objective Obtain a position in a team environment for a
growing successful company. I am well organized; a
fast learner and can handle a large workload to meet
deadlines. I am a very responsible team player.
Experience 09.2009 - 4.2010 DirecTV Customer Care Alabama
Huntsville, AL
Customer Retention Support Agent (9.2009 - 4.2010)
Serve as a point of resolution for calls requiring a
higher degree of expertise, discretion, and
mediation upon request for disconnect of account
and/or account resolution.
Research to resolve customer issues and ensure
timely resolution with tools and resources provided
that pertain to each unique situation.
Document case, actions taken and resources required
to resolve customer issues, utilizing call
management tools to log calls as required
Analyze complaint/issue to identify cause and make
necessary recommendation for process change.
Other duties as assigned
06.2006 - 9.2009 LG Electronics Inc Alabama
Huntsville, AL
Executive Services Supervisor Support Agent (6.2009
- 9.2009)
Serve as a point of escalation for calls requiring a
higher degree of expertise, discretion, and
mediation.
Research to resolve customer issues and ensure
timely resolution.
Document case, actions taken and resources required
to resolve customer issues, utilizing call
management tools to log calls as required
Follow up to assure resolution of issues and achieve
closure.
Analyze complaint/issue to identify cause and make
necessary recommendation for process change.
Other duties as assigned
Return Authorizations Coordinator (7.2008 - 6-2009)
Handle inbound/outbound customer phone calls,
process concession/swap cases for exchange/Dealer
exchange/buyback/Monetary, pro-actively work the
case to completion.
Negotiate for the best option with the customer and
to follow up with the returns and exchanges until
the case is completed.
Reversal logistics to Defective Warehouse must be
reconciled and followed up until the unit is
received.
Customer Support Representative (6.2006 - 7.2008)
Provide telephone support and assistance for
customers, dealers, and service technicians for
digital appliances, cellular phones, home
entertainment equipment, and GPS devices
manufactured by LG.
8.2005 - 6.2006 PCA International LLC Huntsville, AL
Studio Manager, Photographer
Company now known as Picture Me! Portrait Studios
Photographing babies, children and adults of all
ages and backgrounds
selling portraits, accessories and other products to
meet sales goals
responsible for the care of the studio, equipment,
fixtures, inventory, and its associates.
8.2004 - 2..2005 The Cellular Touch Marathon, FL
Assistant Manager - Wireless Consultant
Built diversified client base and new business
resulting in consistent sales volume, served as
liaison between the store and bank for daily and
weekly cash deposits, maintained daily, weekly and
monthly paperwork and logs; to include maintaining
phone/accessory logs, and maintained inventory
within the store.
Designed an implementation of policies and
procedures as well as created a new and updated
training manual for the store by use of: Microsoft
Word and PowerPoint, encompassed hiring, training
and supervision of agent staff, and created a
functioning schedule by use of Microsoft Excel.
Education 09.2009 - Present ITT Technical Institute
Huntsville, AL
Currently working on Associates in Applied Science
for Software Development Technology
Becoming familiar with the Linux environment as a
base for programming skills development.
Presently learning Python Programming, Visual Basic,
and familiar with the Windows Operating System
environments.
09.2005 - 6.2008 Virginia College Huntsville, AL
Orthopedic Technology Course Completion
Medical Assistant (some courses completed):
knowledge of medical terminology and office
procedures
01.2001 - 03.2001 S. Lake Tahoe Comm. Coll. South
Lake Tahoe, CA
Successful completion of EMT-1 course
Awarded EMS Certification through El Dorado County,
CA.
Affiliations 08.2007 - 05.2009 American Youth Soccer Organization
Huntsville, AL
Advertising Committee - assist with advertising
ideas and placement of signs, as well as aid in
development with new ideas for advertising media.
Team Parent - coordinate schedule of refreshments,
uniform distribution for the team, team meetings,
relay any information from the coach to parents of
team members, organize end of season celebration and
trophy order/distribution as requested by coach
(es), coordinate team photo sessions, and serve as a
liaison between the parents and coach.
References:
Jennifer Adams
abk77y@r.postjobfree.com
Assistant Manager - CRT LGEAI
201 James Record Rd
Attn: Bldg 3 - RA Department
Huntsville, AL 35824
Sheri Hudson
16199 Ennis Rd
Athens, AL 35613
Tameka Carey
1805 Winchester Dr, Apt 3
Elko, NV 89801
Contact this candidate