Customer Service Sales

Matthew C. Brown

**** ******** *****, ****, ******, Texas 78741 - 817-***-****

ablap3@r.postjobfree.com

Summary of Qualifications

Highly motivated individual with strong, interpersonal, communication and

problem solving skills. Excellent record of peace making, trustworthiness,

and neutrality while maintaining confidentiality of sensitive information

and upholding a professional perspective and demeanor. Ability to

consistently prioritize goals and multi- task in a constantly changing

environment and able to apply these skills in any setting.

Education

Saint Edward's University, Austin, TX (2009 - Present)

Masters of Human Services and Conflict Resolution (in progress)

Basic Certificate in Mediation

Certificate in Family Mediation

Southern Methodist University, Dallas, TX (2005-2006)

Certificate of Alternative Dispute Resolution

University of Louisville, Louisville, KY (2001)

Bachelor of Arts in Psychology, Louisville, KY

Professional Experience

Austin Better Business Bureau, Austin, TX (June 2010 - present)

Volunteer Mediator

. Responsible for helping two parties arrive at a mutually agreeable

solution to a problem that has divided them by utilizing a

collaborative mediation philosophy, active listening skills and

negotiation techniques that allow both parties to have significant

mutual stake in keeping to the agreement they agree upon.

. Maintaining neutrality despite cultural or other differences

amongst both parties and myself while leading both parties through a

structured and time sensitive iteration of the mediation process.

. Using active listening techniques such as reiterating to ensure

understanding and then analyzing and interpreting the underlying

interests of both parties in order to emphasize meaning, and encourage

empathy on the part of both parties.

. Asking clarifying questions to both parties in order to give

meaning to and correctly identify important issues needing to be

resolved while also allowing one or both parties at times to continue

to dialog and move toward negotiation and agreement more organically.

Communities in Schools at LBJ High School, Austin, TX (April 2010 -

present)

Volunteer Peer Mediation Facilitator

. Facilitating Peer Mediation Sessions with sStudents aged 14-18 and

maintaining a safe, confidential space for adolescents to learn and

display problem solving skills to better manage conflicts with their

peers.

. Evaluating Peer Mediators aged 14-18 using a question- answer

critiquing method that forces requires Ppeer Mmediators to interact

and increase their own self-evaluative skills.

. Notifying theCommunicating with school principalles if there is need

for further mediations or if there are any disciplinary issues that

need further examination.

Apple Computers Inc, Austin, TX ( June 2007 - May 2010)

Small Business/Professional Team

. Presentations given to SB Pro management and other support team

managers to help streamline day to day practices, for example,

creating and editing a billing procedure document so that it is

phrased in a way that ensures improvement of employee

understandability.

. Working both with business purchasing customers and third party

financing representatives to better steer customers through bulk order

purchasing processes from start to finish.

. Delivering optimal customer service by offering alternative solutions

for issues such as shipping, billing, future purchases, invoice and

tax-exemption using a myriad of creative options in order to maintain

and bolster company image with business customers who are a

financially valued subsection of company clientele.

Customer Service Representative

. Employed active listening skills to help customers find best solutions

. Resolving issues on a daily basis and working closely with logistics

team, system engineers, and sales management to resolve customer

issues.

. Time efficient research of internal process documents in order to

determine company's role in assisting customer while also staying

within budget and handlinge time statistic requirements.

New to Mac Sales Consultant

. Selected as a person to help spearhead the first sales division aimed

at increasing company market share in every available division of

business and consumer markets including desktop, laptop, and

proprietary software using a focus on customer satisfaction as opposed

to a commission based sales model.

. Trained in an intensive 15 day workshop learning all the technical

specifications of all Mac hardware and software to gain insight into

the company's many innovations and company goals from past to current

in order to offer solutions-based recommendations for customers.

. Proved a highly successful sales track record by maintaining an ever-

changing number of employee metrics while also continually learning

critical changes between new and previously current products.

. Developing the online store's business by building a strong,

influential, collaborative business relationship with the reseller's

management and sales team.

Customer Service Representative

. Employed active listening skills to help customers find best solutions

. Resolving issues on a daily basis and working closely with logistics

team, system engineers, and sales management to resolve customer

issues.

. Time efficient research of internal process documents in order to

determine company's role in assisting customer while also staying

within budget and handling time statistic requirements.

Small Business/Professional Team

. Presentations given to SB Pro management and other support team

managers to help streamline day to day practices, for example,

creating and editing a billing procedure document so that it is

phrased in a way that ensures improvement of employee

understandability.

. Working both with business purchasing customers and third party

financing representatives to better steer customers through bulk order

purchasing processes from start to finish.

. Delivering optimal customer service by offering alternative solutions

for issues such as shipping, billing, future purchases, invoice and

tax-exemption using a myriad of creative options in order to maintain

and bolster company image with business customers who are a

financially valued subsection of company clientele.

Cingular Wireless, Austin, TX (Feb 2006 - June 2007)

Customer Service Representative

. Advocated for resolution of customer issues including customer billing

inquiries, available services, equipment loss/theft claims, and

reports of problem areas with tower coverage.

. Responsible for improving customer retention through programs and

services offered to customers

. Utilized mechanized systems to initiate and complete service orders

and handle customer requests while also maintaining working knowledge

of all company products, services, and promotions.

. Thorough knowledge of proprietary SAPGUI operation and billing system

software to apply initiation or deactivation of lines of service and

assist emergency location services with inquiries.,

Relevant Skills

. Well-versed in Mac OSX and Windows operating systems.

. Competent user of the Microsoft suite of Office products, including

Excel, Word, Outlook and PowerPoint.

. Active user of Reflective Listening Techniques .Techniques.

. Detail Oriented, well organized, customer focused

. Tand the ability to efficiently find new innovative solutions to

complex problems.

Contact this candidate