Customer Service Sales
Resume:
Octavia Thompson
Apt. ****
Norfolk, VA 23510
**********@*******.***
Objective
To obtain a career with a professional organization that would allow me
to expand my knowledge of existing technology.
Skills/Proficiencies
. Operating Systems: Windows XP, Windows Vista, Mac OS
. Languages: C++, COBOL, Machine Assembly, SQL
. Applications: Microsoft Office (Word, Excel, PowerPoint, Access),
Internet Explorer, Netscape Communicator, Adobe PhotoShop, Acrobat
Reader, Crystal Reports, Lotus Notes, Tracker, March, WFA,
ExpressTrak, vRepair, CAD, CTLR, SANDA
Experience
Cox Communications Chesapeake, VA
July 2009-Present
Solutions Specialist
Guides customers through the purchase decision and activation of Cox
product offerings
Builds and maintains relationships with potential and existing customers
Strives to exhibit best-in-class customer service
Clearly explains and illustrates product and service capabilities
Provides in-house technical support as appropriate
Meets established individual sales objectives
Maximizes sales and profitability by focusing on key business initiatives
Assists with sales floor inventory counts and stock replenishment
Cavalier Telephone Richmond, VA
July 2008-July 2009
Repair Services Technician
Receives calls from customers requiring technical assistance
Identifies, diagnoses, and resolves Level One problems
Provides customer education on services, customer equipment, and products
Installing and setting up internet; including configurations of wifi
modems and wireless networks
Configuration and/or reconfiguration of e-mail
Providing, verifying, and/or modifying network settings (TCP/IP)
Obtaining, provisioning, adding or deleting multiple IP addresses
Verizon Richmond, VA
January 2007-June 2008
Supervisor - Customer Response, Enhanced Verizon Resolutions Center
Solved complex service problems to meet critical deadlines, ensuring safe
operations, customer satisfaction and consumer loyalty
Supervised 24 associates that addressed customer repair issues
. Effectively handled customer escalations
. Service Intervention Manager
. Assistant Deputy for the Safety Preparedness Coordinator
Verified dozens of dispatches per day to ensure that team members'
dispatches are productive
. Managed special projects
. Served as Department Approver
Verizon Hunt Valley, MD
February 2006-January 2007
Supervisor - Network Operations, Recent Change Maintenance
Administration Center
Supervised 11 Associates who programmed line translations and provided
support to outside technicians
. Created and Distributed Reports to the Management Team
. Served as Department Approver
. Served as Absence Administrator
. Implemented work schedules for the organization
. Served as Training Coordinator
Education
University of Maryland Eastern Shore
August 2001-December 2005
. Major: B.S. Computer Science towards Business Applications
Related Course Work
. Data Structures and Algorithms
. Computer Language Theory
. Computer Networks
. Management Training
o Labor Relations
o Regional Attendance Plan
o Resilience-Based Effective Communication
o FTTP/FIOS Overview
o Telephone Network Basics
o Introduction to Project Management
o Associate Interviewing
o Back to Basics - Call Center
References
Will provide upon request
Contact this candidate