Robert A. Lang
Gardner, Ks. **030
Customer Service Professional seeking full-time/part-time position 2nd shift
College: Neosho Community College - Chanute, Kansas
Associate of Arts Business Administration - 1984
Computer Skills: Sprint NIBS Sprint RRS Sprint Access Care MS Word � Excel
Languages: Primary - English
Secondary - German
November-1996 to present-
*CenturyLink previously Embarq/ Sprint /National Accounts Representative/Enhance Repair Center and Sales/Tech Support--all the same group from 11.1996 to present.
New Century, KS
Presently- Tech Support-DSL Tier 2 October 2004 to Present
I am trained in all skillsets that we provide Customer Service for Universal Agent. Customer Service Professional that handles all situations regarding the Western Region for the United States Postal Service accounts covering 11 states. Responsible for creating tickets and dispatching technicians when necessary for the USPS. Able to assist in all skill sets offered within this group. Team player that puts the customer first. Awarded Top Adherence for 1st and 2nd quarters of 2005.
Sprint, Lenexa, KS March 2003 to October 2004
Supervised team of 15-20 agents in IROC-Business Repair call center. Responsible for Quality Survey/Score for agent calls on a daily basis. Responsible for coaching and counseling on all work related or performance issues with agents. Received and managed call escalations requesting a supervisor and performed write-ups and corrective actions for agents. Handled interviewing and releasing of agents across the entire call center floor. Performed all day-to-day facets of management within the call center. Completed Fundamentals of Sprint Quality class.
Complex Repairs/Customer Service Representative
Sprint, Lenexa, KS November 1996 to March 2003
Created repair tickets and dispatched technicians to trouble sites all over the USA..also worked with Circuits�originally work with Access Care when it was moved from Ride System..
*Citibank, Zurich, Switzerland October 1994 to October 1996
Processed and handled all customer account problems.
Created rate exchange for European offices.
German and English spoken at this site.
Jansen AG, Gallen, Switzerland July 1991 to October 1994
Worked on steel line. German only spoken at this site.
*Back Office Manager
CountyNatWest, Zurich, Switzerland October 1990 to May 1991
Made trades to the New York Stock Exchange. Solved any problems with customer accounts. English and German spoken at this site.
McCarthy Chevrolet--Olathe,Ks Salesman
Wellborn Elementary--1st Grade Teacher
Financial Analyst/Payroll Supervisor