Customer Service Human Resources
Resume:
John Shaw
Email: *********@********.***
Address: **** ********* *****
City: Manassas
State: VA
Zip: 20110
Country: USA
Phone: 703-***-****
Skill Level: Experienced
Salary Range: $30,000
Primary Skills/Experience:
See Resume
Educational Background:
See Resume
Job History / Details:
John Shaw
9500 Waterford Drive, Manassas, VA 20110
703-***-****, *********@********.***
Summary:
* Extensive experience working in a Telecom industry and has expertise in providing excellent customer service.
* Performed equipment order entry and processed the new equipment orders of various systems like routers or modems.
* Performed replacement of equipment orders, tracked orders and assisted customers in updating the status of their placed orders
* Prepared work orders for maintenance requests after determining if field visits are required, and ensures appropriate follow-up procedures are met.
* Serve as contact on issues related to human resources, purchasing, and other departments, as well as external contacts such as customers, vendors, and subcontractors. Compile and analyze moderately complex contracts, program, and financial data using DELTEK, and prepare monthly status reports based on the results.
* Assist Program Leaders by tracking and filing proposals; collating, checking, and shipping outgoing reviewer packages and preparing materials for panel meetings both in-house and offsite locations.
Education:
Charter Oak State College, CT
Bachelors Degree of Science in Management
Achievements:
* Developed customer help desk and enhance customer services environment through a range of micro and mainframe computer applications, analytical mechanisms to monitor daily processing system functions to detect potential and emerging problem trends.
* Implemented and monitored monthly Senior Management level reporting to address essential internal financial control, customer service and regulatory compliance issues.
* Analyzed functionality, cycle tested, developed procedures, provided training, conversion and phase in of current processing system
* Supported and reviewed systems processing workflow, procedures, policies, and desktop documents.
Skills:
* Planning and Organizing
* Developing Policies and Procedures
* Coordinating Complex Projects
* Excellent Verbal and Written Communications Skills
* Excellent Customer Service Skills
* Telecom Experience, Telecom Products and Service
* Order Entry, Equipment Ordering
* Creating Reports
* Call Center Experience
* MS Office: Word, Excel, PowerPoint and Access
* Variety of LAN Base Programs
* Typing/Data Entry 47 WPM, 7500 KPH
Experience:
Anacomp, IBM/FEMA, VA
2012 - 2012
Operations Specialist
* Perform steps in a prescribed or varied sequence, such as data retrieval, compiling worksheets utilized to coordinate the retrieval, printing, assembly and dissemination of FEMA Flood Insurance Studies and associated documents.
* Maintained an eye for detail in performing all related tasks, utilizing multiple shippers to distribute heavy volume of paper and electronic documents to multiple end users.
Comcast, VA
2009 - 2011
Customer Account Executive
* Performed equipment order entry and processed the new equipment orders of various systems like routers or modems.
* Performed replacement of equipment orders, tracked orders and assisted customers in updating the status of their placed orders
* Prepared work orders for maintenance requests after determining if field visits are required, and ensures appropriate follow-up procedures are met.
* Perform billing and posting of customer accounts.
* Corrected errors and discrepancies on customer billings as necessary.
* Resolved delinquent account balances, performed data entry and kept the system updated.
* Assisted customers in resolving products and service related queries or issues and provided excellent customer service
* Handled irate customers in a proficient manner and accommodated limited range of subscriber requests, inquiries and complaints.
* Handled incoming calls, covering limited range of customer services in a prompt and professional manner, obtaining all information for resolution of transaction.
Navy Federal Credit Union, TechTeam, Northrop Grumman, VA
2006 - 2009
Administrative Specialist
* Provide Administrative and Call Center support.
* Answer and research inbound customer service calls.
* Work within a combination of accounting systems.
* Use developed procedures in resolving problems.
* Research, verify, and process complex documents.
Anteon Corporation, Fairfax, VA
2005 - 2006
Program Management Specialist
* Support multiple Vice Presidents, purchasing requisitions, Purchase Card (Pcard) purchases, invoices for consultants and subcontractors, and travel and expense reports.
* Serve as contact on issues related to human resources, purchasing, and other departments, as well as external contacts such as customers, vendors, and subcontractors. Compile and analyze moderately complex contracts, program, and financial data using DELTEK, and prepare monthly status reports based on the results.
* Assisted in the review, analysis and reported to senior management discrepancies from Pcard procedures found through the review of monthly Pcard user statements and receipts to determine purchase that, against policy, may be fraud, waste or abuse.
* Logging, tracking and reporting on the monthly submission of Pcard reconciliations and providing file management of statements and supporting receipts.
* Participate in special projects as required.
Northrop Grumman, Dominion Insulation, Circle Solutions
2003 - 2005
Administrative Specialist
* Provide superior customer service; input data entry, tracking and compilation reporting.
* Maintain complicated records.
* Make collection calls & solve payment issues.
* Develop and maintain customer relationships.
* Manage on-site support of conference logistics, material preparations, physical property transfer and shipping.
NASA Peer Review Services, Washington, DC
2002 - 2003
Solicitation Support Specialist
* Contract support for NASA Headquarters senior scientists in the management and implementation of scientific proposals in the of the proposal peer review process
* Assist Program Leaders by tracking and filing proposals; collating, checking, and shipping outgoing reviewer packages and preparing materials for panel meetings both in-house and offsite locations
* Provide specialized reporting drawn from database system
* Prepare for Program Leaders all necessary documentation at the submission, review assignment, and selection stages of the peer review.
The Nature Conservancy, Network Solutions
1998 - 2002
Executive Assistant / Administrative Specialist / Customer Service Representative
* Organize and coordinate the work of the Division Director's office.
* Answer and research inbound customer service calls.
* Coordinate communication flow.
* Maintain contact database, division files, and division calendar.
* Schedule exceptions in the Workforce Management system; generate daily, weekly and monthly statistics.
MCI Telecommunications Corporation, Arlington, VA
1992 - 1998
Manager
* Administer and coordinate State Escheat compliance reviews from regulatory authorities, auditors (external/internal) within corporate policies and procedures.
* Direct corporate objectives to establish state statutory abandoned property compliance applying to corporate divisions, Treasury, Payroll, Accounts Payable, Accounts Receivable, Legal Department and corporate entities.
AETNA Life & Casualty Company, Hartford, CT
1991 - 1992
Manager
* Within the Financial division, Banking Operations, directed internal escheat compliance reporting, examination, and reconciliation of staff processing.
* Administered and coordinated State compliance reviews from regulatory authorities, auditors (external/internal) within corporate policies and procedures.
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