Customer Service Manager

William Brunco

Email: *********@********.***

Address: ** ******** ***** #**

City: Salem

State: MA

Zip: 01970

Country: USA

Phone: 781-***-****

Skill Level: Experienced

Salary Range: 45

Primary Skills/Experience:

See Resume

Educational Background:

See Resume

Job History / Details:

QUALIFICATIONS PROFILE

I am a Business Professional with specialized expertise in Customer Service. I've had the opportunity to demonstrate my versatility with a wide range of projects in a wide variety of areas. I am an analytical problem solver. I am looking for full-time employment in the Customer Service field. I'm excellent in maintaining a high level of quality Customer Service. Adept in providing quality business solutions, enhancing operational efficiency, streamlining workflow processes, implementing process automation and system automation. I'm dedicated, hardworking, and able to work independently or with a team. I have excellent interpersonal skills. I am an outstanding Telephone Representative.

PERSONAL ATTRIBUTES

* Expert Problem Solver

* Highly Motivated

* Reliable

* Hardworking * Resourceful

* Intuitive

* Excellent Memory

* Passionate * Inventive

* Knowledgeable in many areas

* Leadership Skills

* Excellent Interpersonal Skills

PROFESSIONAL BACKGROUND

Harris - USA, Toledo, OH 2006 - 2012

PROFESSIONAL TELEPHONE REPRESENTATIVE

Supported technical and financial products as a Professional Telephone Representative. Also serviced credit union accounts and annuity products Took orders by phone for high end catalogues and many other products. Implemented suggestions for changes in departmental policies to increase efficiency. Edited scripts for sales accounts. Worked with Client Companies to assess and implement their call needs. Excellent telephone voice and manner. Worked closely with all departments to maintain departmental standards and ways to improve efficiency. Took incoming calls of many different types.

Tele-Sale Telemarketing, Nashua NH 2000 - 2006

DATA ANALYST / TELEPHONE REPRESENTATIVE

Worked closely with manager to oversee day to day functioning of the Call Center. Monitored Call Representatives. Produced all departmental call statistics for company wide distribution. Supervised administrative and technical teams. Coordinated with vendors, client companies, and took calls as examples for employee training classes. l took calls to gain perspective on the flow of calls and the issues that Telephone Representatives were typically dealing with in order to provide more efficient monitoring and coverage. ( I started as a Data Analyst and I changed position to Telephone Representative) I realized I had a knack for providing excellent customer Service. I was a Data Analyst for 5 years and a Telephone Representative for my last year of employment.

Polaroid Corporation, Waltham, MA 1998 - 2000

SENIOR PC ANALYST / SUPERVISOR

Managed job functions as second level technical support for PCs and networks; Configured new PCs/troubleshot existing PCs, and ensured proper functionality of all systems. Provided hardware and software support..

Hardware: Compaq and HP Desktops and Laptops.

Software: Windows'95/NT, Office '95&'97, Outlook, Meeting Maker, NAV, cc:Mail, SMS, Laplink, Ghost

Vanstar Corporation, Needham, MA 1998

SENIOR FIELD ENGINEER II

Spearheaded efforts to establish a new business relationship, calculating logistics for work flow, hardware purchases, equipment maintenance, and staffing. Played key role in conversion to Windows NT environment. Supervised/mentored staff in performing at optimal levels. Performed repair/installation of new and existing PCs.

* Managed IT projects from inception through completion; tracked new PCs/equipment warranties for existing machines.

Gillette Company, South Boston, MA 1997 - 1998

SENIOR PC ANALYST

Worked on rollout for Lotus Notes to a pilot group for testing/developmental purposes, including documenting/resolving system issues. Participated in systems upgrade from Windows 3.x to Windows 95 to run on a Novell 3.x network. Handled network administration functions; and implemented several software programs/aided in end user training.

Dunkin'' Donuts (Allied Domecq Retailing USA), Randolph, MA 1997

SENIOR PC ANALYST

Provided solid PC support to clients on/off-site. Troubleshot calls beyond scope of Help Desk. Developed operating systems, configured software on new PCs; upgraded hardware, software, and operating systems on existing PCs plus implemented rollout of new Pentiums to convert/upgrade company''s primary method of exchanging electronic mail as well as company''s primary network. Contributed to conversion from Windows 3.x with Banyan as primary network and Banyan Vines as primary electronic mail program to Windows 95 with Windows NT as primary network/Lotus Notes Mail as the primary electronic mail program.

Harvard Business School MBA Program, Cambridge, MA December, 1996

TECHNICAL SUPERVISOR

Supervised five contractors in technically supporting Harvard MBA students taking final exams in two computer labs. Provided instruction/direction/technical knowledge/customer service techniques as well as scheduling/serving as crisis manager in critical system situations. Hardware: Laptop and Notebook PC's (IBM Thinkpad's, Compaq's, NEC's, etc.), HP LaserJet Printers, MacIntosh Laptops. Software: MS-Office, Lotus SmartSuite, DOS, Windows 3.x, Windows95 and MacIntosh's)

Adra Systems, Inc., Chelsmford, MA July - December, 1996

ASSISTANT NETWORK ADMINISTRATOR

Served as backup to Assisted System Administrator on PC support for in-house employees/field representatives. Worked independently on implementing new PC's, PC upgrades (hardware and software), installing operating systems/application software as well as troubleshooting and providing technical support. Installed all PC's (Pentium upgrades) for Accounting Department plus other PC's including Human Resource Server and several workstations for Application Engineers. Upgraded/ repaired/ supported several in-house PC's and Laptop PC's of field sales representatives. All new PC's were built from ground up, starting with MS-DOS, configuring them to run on the WindowsNT network, installing multiple operating systems (usually Windows95 & WindowsNT), copying user files per user's request to new PC's via network, installing additional RAM, additional Hard Drives and CD-ROM's. (Hardware: Pentium Clones desktop PC's, Compaq LTE 5300 Laptops, NEC Versa Laptops, 486 Clones, PCMCIA Ethernet and modem cards. Software: WindowsNT, Windows95, Windows for Workgroups, MS-DOS, MS-Office95, Netscape, Eudora, NortonAntiVirus, Remote Access Service, Norton Tools, WinZip, Lotus 1-2-3, Dun's Direct Access)

Additional Experience

Supervisor - Harvard Business School MBA Program, Cambridge, MA

Technology Consultant - Mentor Clinical Care, Boston, MA

Regional Technical Manager - Lotus Development Corporation, North Reading, MA

PC Technician / Trainer - Stone Building and Construction Company, Boston, MA

EDUCATION, CERTIFICATIONS & CREDENTIALS

Mathematics, Northeastern University, Boston, MA

Electro-Mechanical-Technology, North Shore Community College, Beverly, MA

Engineering Science, North Shore Community College, Beverly, MA

Microsoft A+ Certified - Windows & DOS environments, Vanstar Corporation, 7/98

MCSE - Microsoft Windows NT-4.0 Administration, Boston University - Cambridge, MA, 9/97-2/98

Windows95 & Lotus Notes Technical Users, Lotus Development Corporation, 1995

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