Customer Service Sales
Resume:
Rod Qualey
*.******@*****.***
Professional Experience Profile
.A versatile professional, equally able to work independently or as part of
a team.
.Flexible in mindset and outlook, very fast learner.
.Exemplary people skills combined with solid technical abilities and great
work ethic.
.Customer service, Sales and Technical expertise.
.A technical working background in Cellular, Computer Hardware, Computer
Software, Computer Networking, Telephony, Cat5/6 RG6 wiring, Quality
Testing, and Troubleshooting.
.Analysis skills from customer service and help desk positions. I am
familiar with many different types of hubs, switches and IP networking
devices.
.July of 2004 completed 1) Level 1 Electronic Systems Technician National
Center for Construction Education trainee guide, 2) Manufacture's a)
Residential Voice and Data Seminar, b) Home Wiring Systems Installation
Training, 3) International Communications Industry Association (ICIA)
online AV Networking Course.
Foresight Systems
Sept.2004 - July 2010
Chandler, AZ
Crestron Programmer and Technician
.Program Crestron products, connect equipment on new Home Theater and
Automation installations, Security, and Inspect Structured Cabling for
compliance. Phone, data, and internet connections and set-up.
Verizon Wireless
Oct.2003 - Jun.2004
Tukwila, WA
Retail Sales, Customer Service
.Retail customer support representatives are responsible for all customer
service related functions within the Verizon Wireless retail stores;
assisting customers with billing issues, processing payments and credits,
entering orders, activating service, troubleshooting hardware difficulties,
providing sales support and managing inventory are all possible components.
.Answer questions regarding billing related inquiries and issues. Process
bill payments and credits.
.Run credit, enter orders and activate service/equipment.
.Educate customers on services and features.
.Troubleshoot customer difficulties with equipment, service activations,
features and network coverage
.Provide sales support to sales staff.
.Worked retail hours of operation; including evenings, weekends, and
holidays.
Interquest Communications
Apr.2003 - Sept.2003
Tukwila, WA
Technical Support Representative
.Answered customer calls in help desk center.
.Provided technical support to customers for routers, switches, modems,
NIC, and network configurations.
.Resolved IP addressing, Email and Internet access problems.
Wire Plan Technician/Installer
.Reported to the Sr. VP of Operations and oversee the daily operations of
wire installation.
.Planned and designed the wire installation for Multi Dwelling Units for
Voice, Video and Data.
.Wired Multi Dwelling Units with Cat5 and RG6.
.Trimmed and tested outlets with RG45 and F connectors.
.Installed, wired and tested head end equipment (modems, switches, patch
panels, Amps, UPS).
San Mar
Feb.2002 - Feb.2003
Preston, WA
Customer Service
.Provide product knowledge and recommendations to incoming callers for
premier wholesale.
.Handled over 100 incoming sales calls per day.
.Able to be a strong team player in a fast pasted, high stress
environment. I have received several compliments from team members and
management for personal call quality and call volume, helping out new hires
and co-workers, and completing special projects ahead of schedule.
.Have built rapport with many customers who use me as their primary of
contact for sales and service. I have also received recommendations from
these customers to the director of the call center.
.Working knowledge to fulfill the requirement to become a Major Account
Executive.
.Started in sale in Feb. 2002, promoted to Customer Service in Jun. 2002,
and then promoted to Account Executive in Aug. 2002.
.Coordinate the warehouse and shipping to verify that products are
available, shipped and received in a timely manner.
.Multitasking was required to run various computer programs and handling of
incoming and outbound calls.
Qwest
Oct. 2001 - Feb.2002
Seattle, WA
Credit Consultant
.Multitasking was required to run various computer programs and handling of
incoming and outbound calls.
.Responded to incoming customer calls regarding outstanding bill balance
from their local and long distance telephone bills.
.Worked closely with the credit operations department to get extended
credit approval.
.Familiar with multiple long distance carrier billing guidelines and
procedures to advice customers of options.
.Analyzed billing for error and recommend coursed of actions to the
subscriber.
.Excellent customer rapport and problem solving capabilities.
.Outbound calls to collect on past due balances, including interruption of
service notices.
Verizon Wireless (formerly Airtouch Cellular/Vodaphone/ US WEST
Cellular)Aug.1996-Apr.2001
Bellevue, WA
Customer Service Advisor (Best Segment). (Sept.98-Apr.01)
Customer Service Consultant (Consumer Segment). (Sept.97-Sept.98)
Southwest Region Customer Loyalty/Bill Name Change/Arizona RSA Group
Associate. (Mar.97-Sept.97)
Midwest Customer Service Associate.(Aug.96-Mar.97)
.Resolving customer issues over the phone or in writing.
.Supported company policies and guidelines.
.Researched and analyze customer issues through proficient troubleshooting
capabilities, using on-line reference guides. Resolved complex technical
questions about billing, cellular equipment, batteries, accessory
equipment, roaming, Lucent, Motorola, and Nortel CDMA systems.
.Developed excellent customer rapport and problems-solving capabilities. I
have received several accolades directly from customers.
.Analyzed call forwarding, call waiting, roaming, web messaging and
voicemail features and pricing structures relative to customer usage and
advised customers of the best program for their account.
.Knowledge of Airtouch systems including: ESN/MIRE, Roamer Query Form, GOE,
Credit Review, Customer Loyalty System, C2P2, TRS, Action, TalkAlong,
Windows NT, Nautilus desk top system, WinSet, Webster, and CAMBAR.
Technology Service Solutions
Oct. 1993 - Aug.1996
Dublin, CA
Customer Service, Field Technician
.Maintained, repaired, and replaced office machines for large companies
(i.e.: Fred Meyer, Target, and Safeway). Completed basic computer hardware
upgrades.
.Responsible for the repair and replacement for Point of Sale cash
registers, scanners, keyboards and printers.
.Researched and analyzed customer issues using proficient troubleshooting
manuals and skills.
.Personal responsibility for a given set of parts inventory and
maintenance.
.Promoted customer loyalty and satisfaction. And the recommending of new
products and services to meet their needs.
.Excellent customer rapport and problem-solving capabilities. Have
excellent multitasking, negotiating, and listening skills.
.Ability to work in a stressful environment. My trademark is honesty,
integrity and openness.
.Public speaking, IBM PC, Hewlett Packard, Okidata, and Lexmart printers,
and portable terminals.
.Responsible for organizing contracts for preventative computer maintenance
with large companies such as Fred Meyer, Target, and Safeway.
Education
Bellevue Community College
Aug. 1993-1995
Bellevue, WA
Major - Criminal Justice - 16 credits to graduate
Including: Windows, Word, Excel, MS DOS, PC skills, speech, and
presentation skills
Member of good standing with Phi Pheta Capa
Highline Community College
Jun. 1988-Jun. 1990
Des Moines, WA
Associate of Applied Arts in Science
Major - Marine Technology
Issaquah High School
Aug. 1986-May 1988
Issaquah, WA
Diploma
Major - General Education
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