Customer Service Quality Assurance

Matthew Jonathan Wilcox

*** ***** ******, ******, ** 28638

Home: 828-***-**** Cell: 828-***-****

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

The qualifications I offer would be a great asset.

The following outlines my major areas of concentration while attending

Liberty University, Lyncburg, VA.

• Upper level Management Classes

42 Credit Hours

• Military Management Tech. School

36 Credit Hours

• Technical Report Writing/Research Writing

15 Credit Hours

In addition to my course and career work I have the following

experience:

• Account Management-Six month college internship-Synergy Marketing,

Inc. Assisted in management of new startup company. Commended by

president for creating teams that lead to increase in production.

• Managed Airman against Drunk Driving-Eight month volunteer-Eielson

AFB. Scheduled volunteers to drive, dispatch, and answer phone.

Picked up 498 Airmen from local bars and prevented DWI fatalities.

• Six month college internship-Assited Sales Manager-Carlam.

Inc. Helped create web-site, developed customer database.

Work History

Customer Service Supervisor, Resolution Specialist, Convergys, AT&T

Cellular Project, Hickory, NC, 01/19/2009-04/19/2010t. Ensure agents are

up to speed on new products, services, and policy. Assist customers and

customer care agents on a daily basis. Prevent problems and resolve

customer’s and agent's issues. Manage teams, 18-23 agents. By providing

quality coaching, and setting performance guidelines..

Purchaser/Supervisor, Eudy’s Custom Cabinet, Sawmills, NC, 09/11/2006-11/30/2008

Manage and control manufacturing department. Provide leadership. Work

with sales team to resolve customer issues. Control inventory and manage

inventory suppliers to maintain raw material stock. Assited in setting up retail location.

F-16 Crew Chief, Eielson Air Force Base, AK, 09/11/2002-09/11/2006

Managed, directed, and monitored all work accomplished on a $23 million

block 40 aircraft with a $3.2 million F110-GE-100 engine. Maintained Air

Force Technical Order 781 series forms, and managed Core Automated

Maintenance System (CAMS). Personally responsible for ordering,

receiving, and controlling parts. Managed 486 million dollar a year parts budget

as fighter wings Purchasing agent.

Education

01/22/2010-Present

Liberty University, Lyncburg, VA,

Masters in Leadership and Management

1/3 Complete

09/11/2006-05/22/2010

Liberty University, Lyncburg, VA, Bach. Science

Major: Business Management

01/15/2004-01/15/006

Community College of the Air Force, Associates of Applied Science,

Minor: Accounting

Computer Skills

• Microsoft Office Word, Excel, OneNote, PowerPoint

• AutoCad

• CAMS

• Clarify

• Telegence

Certificates/Awards/License Received

• Non Commissioned Officer Academy, Airmen Management Certificate

• Top Sergeant Award

• Management Award from Inspector General

• Airman of the Quarter Award

• Quality Assurance Outstanding Performer Award

• North/South Carolina General Contractors License

References Available Upon Request

Sincerely,

Matthew Wilcox

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