Customer Service Manager

Carl Fraley

Houston, Texas

****.******@*******.*** . 713-***-****

Profile

Business Support Professional. Offering effective analysis, support, and

solutions using:

Hard skills:

. Extensive technical training and experience on specialized test

equipment and wireless devices

. Business and Liberal Arts degrees

. Proficient in MS Word, Excel, and PowerPoint

. Working knowledge of Outlook, Access, SharePoint, SQL, HTML, and Mac OS

X (Lion)

. Familiar with ISO and NIST standards

Soft skills:

. Talent for communicating across diverse audience or stakeholders

. Very good at explaining technical information to non-technical persons

. Acute analytical and critical thinking skills

. Meticulous attention to detail

. Superior writing and editing skills

. Outstanding customer service skills

Experience

Resource Staffing (Temporary assignment, 2011)

Accounts Payable Assistant

. Assisted with processing and distribution of weekly check run,

including expense reports and check requests

. Assisted with setting up new vendor accounts

. Assisted with internal and external audits

Sprint (2008 - 2011)

Technical Director

. Improved point-of-contact (level 1) procedures by training front-office

staff in the use, configuration, and maintenance of wireless devices

and related accessories

. Excellent direction, tracking, documenting, and coordination of

advanced support (level 2) for more complex issues

. Successfully maintained Ticketing system on a daily basis

. Expedited internal records audit by running gap analysis project

. Refined back-office procedures and systems to streamline service and

logistics

. Met weekly deadlines by generating reports and coordinating orders

between corporate and front office personnel

Touchstone Wireless (2007 - 2008)

Technical Specialist

. Simplified reverse logistics by leading special project of component

swap-outs

. Mentored other technicians on repairing, adjusting, or enhancing device

hardware and software

. Updated or enhanced wireless device firmware (i.e. flashing)

Carl Fraley Page

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East Tennessee State University (2005 - 2007)

Research Assistant

. Conducted extensive internet-based and library research and analysis;

delivered written and oral reports summarizing results

. Aided students with drafting, proofing, editing, and writing of

research essays

. Accelerated exam preparation and assessment times by utilizing

publisher-supplied software; efficiently maintained records and

archives

. Compiled study guides; organized group study sessions for students

. Designed new program brochure; interfaced with printing office to

produce a professional product; Updated program website using Front

Page and PageMaker

Sears Holdings (2002 - 2005)

Project Lead (2005 - 2005)

Served as liaison between construction personnel and store management

during store remodel

Marketing Specialist (2003 - 2005)

Implemented price changes reflecting accurate discounts, promotions,

and adjustments

Consultative Sales (2002 - 2003)

Augmented sales through interpersonal relations and knowledge of

products and credit options

Paramount Center for the Performing Arts (1999 - 2001)

House Manager

. Designed and implemented new seating chart to aid patrons in seat

selection

. Recruited, trained, supervised, and scheduled volunteer staff of ushers

and office assistants

. Directed concession sales resulting in smooth intermissions

Business Information Systems (1995 - 1999)

Production Supervisor

. Guided the remanufacturing of numerous types of dry ink cartridges

. Interfaced with purchasing manager to assure ample supply of raw

materials

. Provided customer support as needed contributing to overall customer

satisfaction

McGrath RentCorp (1988 - 1994)

Calibration Technician

. Calibrated and repaired a wide array of test equipment

. Implemented and managed database for periodic maintenance

EDUCATION

Cumberland College

Associate of Science - Business Administration

Coursework included computer technology and coding in BASIC, FORTRAN,

and COBOL

East Tennessee State University - Johnson City, TN

Bachelor of Arts - Philosophy

Coursework included Symbolic Logic and Logic Derivations

MILITARY SERVICE

U.S. Air Force

Test, Measurement, and Diagnostic Equipment (TMDE) Specialist

(a.k.a. Precision Measurement Equipment Laboratory [PMEL] Specialist)

. Extensive technical training (1,230 Classroom Hours)

. Successful completion of Leadership School

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