Customer Service Technical Support
Resume:
Cary L. Neal
Tucson, AZ 85748
**********@*****.***
PROFILE: A detail oriented, analytical problem solver with diverse experience, excellent customer service skills and exceptional teaching skills. Leads, trains, coaches and inspires associates to offer their own unique skills and talents in a coordinated team effort to achieve corporate goals. Creates, designs and develops processes that increase efficiency, improve productivity and streamline workflow. A key contributor that solves complex problems with innovative thinking and diverse technical skills.
AREAS OF EXPERTISE
Team Leader, Builder, Motivator
Financial/Technical Analysis, Planning, Budgeting
Data Gathering, Forecasting, Validation
Strategic Planning, Problem Resolution
Communication, Collaboration, Coordination
Documentation, Reporting, Presentation
PROVEN ACCOMPLISHMENTS
Completed and coordinated electric cooperative demand and energy forecasts for six companies based on regional econometric data and direct utility input for 9 yrs. Developed spreadsheet tools to efficiently communicate results and enhance data transfer and reporting with the cooperatives. RESULT: Completed forecasts ahead of schedule, reduced errors, streamlined the process and improved financial forecasting. Completed required regulatory filings on time and under budget.
Performed at the highest level of customer service reversing cancellation requests from customers with satisfaction issues. Provided information, clarification and on-the-spot remedies leading to customer retention rather than cancellation. RESULT: Achieved top 10% of 500 consultants in saved account performance over a 12 month period.
Mentored fellow associates on corporate best practices, procedures and protocols through direct contact and performance shadowing. Completed training of newer agents through real-time monitoring of daily customer interactions. RESULT: Overall streamlining of workflow and improvement of team metrics and workplace efficiency.
Developed detailed annual cooperative financial forecasts using the demand and energy growth data to determine amount of loan funds required to support capital (distribution) expansion. Coordinated with cooperative financial and resource planners to develop and price plans for ground-up financial projections. RESULT: Successfully met requirements between grid expansion needs (customer growth) and cooperative financial needs to fund timely construction of necessary facilities.
Managed diverse portfolio of commercial, industrial and government leased properties and retail business space through implementation of leadership and project management skills. Responded to vendor inquiries, coordinated maintenance schedules and guided timely tenant improvements. RESULT: Projects completed ahead of schedule and under budget resulting in increased annual revenues.
EDUCATION
Masters of Business Administration – Global Management – University of Phoenix
Bachelor of Science - Business Administration / Management - University of Phoenix
POSITIONING STATEMENT:
Utilizes analytical thinking, leadership, vision and creativity to achieve corporate goals, enhance operations, maximize growth and provide cohesive, efficient business
Cary L. Neal
9796 E. Mountain Crossing Rd.
Tucson, AZ 85748
**********@*****.***
PROFESSIONAL HISTORY
Centene Tucson, AZ 2015- July 2017
Supervisor/Provider and Member Services
I supervised 25+ agents in assisting members of various states on Medicaid/Medicare billing issues, membership resources and general questions on benefits awarded by state. I coached/mentored agents in being able to utilize their resources to better understand their abilities to help themselves through educational processes. Started Jan. 5, 2015
IQOR Tucson, AZ 2011-2014
Resolution Supervisor
Assist Agents by mentoring on protocol and best practice procedures, de-escalation of calls to prevent potential transfers to other departments or cancellation of accounts
Answer inbound financial and technical support calls on Sprint cell service contracts
Chapman Management Group Tucson, AZ 2008 - 2010
Property / Project Manager
Managed commercial, industrial and government leased properties and retail business space
Responded to maintenance issues, managed vendor bids and guided tenant improvements
Prepared, developed and tracked annual budgets and delivered monthly financial reports
Sulphur Springs Valley Electric Cooperative Willcox, AZ 2003 - 2004
Engineering Aide
Supported several engineers with drafting and econometric forecasting, predicting future growth based on historical & economic data for the Cooperative
Assisted Right-of-Way Agent with land procurement performing new connection research and regulatory filings with the State of Arizona
America Online Tucson, AZ 2001 - 2003
High Speed Saves Consultant
Intercepted incoming cancellation requests from customers, analyzed reasons for their distress and provided remedy measures to retain their business
Achieved top 10% of 500 consultants in saved account performance for the 12-month period July 2002 through June 2003
Sierra Southwest Cooperative Services, Inc. Benson, AZ 1991 - 2000
Marketing Analyst & Account Executive
Developed extensive 20-year econometric load forecasts predicting future growth based on historical & economic data for six member electric cooperatives. Completed financial forecasts based on the resulting demand and energy forecasts utilizing Excel analysis software.
Performed account executive functions including solicitation of new clients and training / preparation of sales personnel for impending electric utility competition
Worked at power plant for AEPCO, generation for SSCS from 1981-1991 as engineering technician.
ADDITIONAL EXPERIENCE
IBM/CCI - Service Representative Consultant - recruiting and inbound technical support; Bridges Counseling - Administrative Assistant - scheduling, registration, booking and financial reconciliations for substance abuse counselors; A World of Tile - Sales Consultant - sales, returns, daily financial transactions and design; University Pet Control - Marketing Manager - key account contacts, database management and marketing; Northwestern Mutual - Financial Representative - sold life, disability, health care and annuities; Blease Financial Services - Business Development Coordinator - pre-retirement and retirement financial planning and consulting; Bankers Life and Casualty - Insurance Agent - sold life and long-term care insurance products; Opinion Research - General Production Supervisor - managed daily work of 100-200 consultants in outbound opinion research
TECHNICAL QUALIFICATIONS
Excel : Word : Outlook : PowerPoint : Acrobat : Photoshop : Access : Forecast Pro
Contact this candidate