Joseph Walling

*** **** **** ** *** *-E

Vernon, Ct 06066

860-***-****

ac4oyw@r.postjobfree.com

Career Objective:

To add maximum value to an organization that provides opportunities for growth, development, and is completely committed towards delivering a high quality of service to its customers.

Professional Qualifications:

Team leadership with a focus on training and quality in telecommunications, banking and retail operations

Customer Account Executive for telecommunications products and services including billing and collections

5+ years of front-line bank teller experience, managing cash, securities, account management transactions; cross-selling financial products/services

15+ years of diverse retail operations experience including merchandising in collaboration with vendors and store management

Key strengths include superior oral and written communication skills, self-motivation, problem solving and the ability to work well with others in a fast-paced, team environment.

Flexible; team player, avid learner; dedicated to customer service excellence

Professional Work Experience:

ACT-Teleservices-Newington, Ct May 2014-Present

Assistant Supervisor (to supervisor)

Assists Supervisor running the call center

Resolves customer issues and complaints

Receives overflow calls as needed

Dispatching of calls

Stop & Shop-Vernon, Ct June 2015-Present

Front-End Cashier/Self Check out Cashier Assistant/Gas Station Attendant

Cashing out customers groceries

Assists customers with self-check out

Assist customers taking payments at gas pumps

Convergys (formerly Stream Global Services - Watertown, NY November, 2013 – May 2014

Support Professional

Answer high volume of support calls for various products/services

Provide technical and customer service

Update customer profiles in one or more databases

Wal-Mart – Watertown, NY July, 2013 – May 2014

Cashier (part-time)

Cashier

Front end support for other cashiers

Customer service

Martin’s Point Health Care - Portland, ME July 2011- June 2013

Advantage Member Specialist

Providing exceptional phone support, in a high-volume call center, to insurance customers for benefit enrollment, pharmacy coverage, and premium claim status information. Processed inquiries for claims; applied payments; provided information for potential new members. Expertise in Medicare and Military Family insurance guidelines; ensuring compliance with corporate and federal guidelines. Recently served as a lead on an outbound call project.

Pioneer Telephone - South Portland, ME July 2009 - June 2011

Customer Service Representative

Delivered quality customer service and support for inbound telephone calls, emails, faxes and mail from residential and business customers. Researched and resolved routine and complex customer inquiries regarding local/long distance telephone rates and service plans. Performed various assigned work for special projects.

Lowe's - Scarborough, ME March 2011 - June 2011

Customer Service Associate (Part-Time)

Managing the Customer Service Desk - Processing Returns/Refunds and promotional item fulfillment; responsible for close of business day procedures including balancing cash drawers, processing paper work and preparing store for next-day business.

Joseph A. Walling – page 2

Comcast Cable - Enfield, CT April 2007 – June 2009

Customer Account Executive

Answered inquiries from multi-product telecommunications customers, regarding pricing and product inquiries, billing and credits; transfer of service, and account upgrades. Consistently exceeded performance objectives for schedule adherence, service level, and sales quota.

Shaw’s Supermarket - Vernon, CT & Portland, ME 1996-2013

Advanced Certified Clerk (Part-time)

Responsible for reconciling cash office postings from daily sales; balancing tills to register receipt reports; managing State Lottery revenue; transactions including, Stamps, Refunds, Rain Checks, various inquiries/escalations regarding product availability and exchanges.

Webster Bank - Wethersfield, CT 2001-2006

Teller – Front-Line

Front-line customer interaction for banking consumers; providing transaction services such as deposits/withdrawals/cashier’s checks/ loan payments; responsible for balancing daily cash, check and coin to daily transactions; educating and selling financial products and services.

Shared Technologies Communications - Hartford, CT 1997-2001

Supervisor - Customer Service

Provided top notch leadership to 12-16 full-time agents who provided support for landline and/or wireless telecom service. Handled escalations, scheduling, agent performance management – meeting and exceeding all KPI’s. Worked on various Process Improvement projects to streamline and optimize customer service operations.

Education:

1998 - 6-Week Customer Service Supervisor Certification Program - Capital Community College, Hartford, CT

1982 – Some coursework towards Associates Degree, Business - Manchester Community College, Manchester, CT

1982 - High School Diploma - Manchester High School, Manchester, CT

Professional References Available Upon Request

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