Customer Service High School
Resume:
JASON HOOVER
Email: abo94s@r.postjobfree.com
Address:
City: Balch Springs
State: TX
Zip: 75180
Country: USA
Phone: 214-***-****
Skill Level: Any
Salary Range:
Primary Skills/Experience:
CAREER OBJECTIVE: To obtain a position with a highly reputable company in a customer service focused capacity, preferably in a leadership role. SUMMARY: Hardworking, conscientious individual, specializing in the customer's satisfaction. Supervisor who specializes in quality service, customer retention, productivity and team management. Team player who effectively motivates associates through continual guidance, coaching and developing.
Educational Background:
High School Dipolma from Lancaster High School, Lancaster TX 1/2001 to 6/1993 (Music Performance)
High School Dipolma from Lancaster High School, Lancaster TX 1/2001 to 11/2012
Job History / Details:
Summary
CAREER OBJECTIVE: To obtain a position with a highly reputable company in a customer service focused capacity, preferably in a leadership role. SUMMARY: Hardworking, conscientious individual, specializing in the customer's satisfaction. Supervisor who specializes in quality service, customer retention, productivity and team management. Team player who effectively motivates associates through continual guidance, coaching and developing.
Highlights
Conflict resolution techniques
Team management
Client relations specialist
Focused on customer satisfaction
Training and development
Meticulous attention to detail
Experience
December 2005 to September 2012
Fireman's Fund Insurance Company
Special Matter Expert
Provide customer assistance within our billing/accounting office.
Handle inbound calls from both insurance agents, as well as customers needing assistance with a wide range of billing issues.
Resolved customer questions, issues and complaints.
Involved in the processing of multiple accounting functions such as payment research and transferring funds in order to correct accounts from misapplied payments and other accounting errors.
As a Special Matter Expert, I am a team lead so I also perform multiple other functions assisting supervisors such as handling escalated issues, ongoing training and support to my peers, logging quality assurance scores, and other responsibilities as requested by my supervisor and or manager.
April 2005 to October 2005
Verizon Information Services
Advertising/Sales Consultant
Act as advertising consultant for small, medium, and large business owners.
Consult market research materials to provide stats to clients concerning sales in their industry from yellow page directory advertising.
Provide customer service to current, as well as future advertisers.
Conduct general clerical office work.
Close sales and provide customer with proper paper work concerning their advertising investments.
May 2002 to February 2005
TVMAX Inc
Property Relations/Major Accounts Rep.
Property Relations/Major Accounts Act as main contact for 200 leasing offices throughout the DFW area.
Conducted face to face meetings to deliver new product information, and training to leasing agents who sell TVMAX cable services.
Resolve escalated issues with customer orders and trouble related issues.
Data entry and processing of all cable and Internet orders received from leasing offices.
In addition, maintain a monthly spreadsheet of all orders received to track leasing office sales to assure correct payment for commissions.
November 2001 to May 2002
CitiCorp Card Services
Customer Service Rep
Provide general customer service to credit card holders in a call center environment.
Developed rapport with the customer base by handling difficult issues with professionalism.
Resolved customer questions, issues and complaints.
October 2000 to July 2001
SWS Technologies
Telesales/Telemarketing Supervisor
Supervised a small group of telemarketing reps specializing in network consulting and integration solutions as well as Internet services.
Monitoring phone calls, processing orders, sending information to potential clients, setting up meetings for our outside sales reps, conducting phone interviews for new talent to join our team, and writing performance reviews on my team members.
Provided detailed monthly departmental reports and updates to senior management.
Effectively communicated with team members to maintain clearly defined expectations.
November 1999 to October 2000
Silverleaf Resorts Inc
Telemarketing Manager
Manage a team of 20 telemarketing operators setting appointments for potential buyers to visit and tour different resort locations.
Generated and distributed daily reports and order acknowledgments to appropriate personnel.
Effectively communicated with team members to maintain clearly defined expectations.
Routinely prepared and evaluated reports to identify problems and areas for improvement.
Provided detailed monthly departmental reports and updates to senior management.
July 1998 to May 1999
VarTec Telecom
Customer Care Center Manager
Maintain four teams consisting of 15-20 employees each and assist in managing high speed call center.
Evaluate supervisors' as well as associates' performance and attendance.
Coaching and counseling.
Utilize problem solving skills and probing techniques to assist customers with escalated accounts and to resolve problems with employees inside the department.
Coordinate with supervisors, fellow managers, and directors to implement departmental procedures and guidelines.
Improved service quality by developing a strong knowledge of company's products and services.
Owned team productivity metrics.
March 1997 to July 1998
VarTec Telecom
Customer Care Center Supervisor
Maintain a team of 12-26 employees and also assist in supervising a department of over 100 employees at a time.
Closely monitored employee performance, completed annual employee reviews, and delegated responsibility to other employees to ensure quality and efficiency.
Worked with other supervisors, managers, and directors in developing new procedures to better manage the department and ultimately increasing the growth of the company.
March 1996 to March 1997
VarTec Telecom
Customer Care Center Associate
Answering incoming service calls from customers to resolve problems and fulfill requests such as, changing customers' products and rates, or offering new products.
Other duties include, but are not limited to: researching monthly billing statements, investigating product and service related problems, and coordinating with other departments within the company to ensure the best possible service to the customer.
Education
1995 Dallas Community College,
Music Performance
1993 Lancaster High School,
Diploma
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