Customer Service Sales
Resume:
Jeffrey Deston
Foxboro, MA ***35
*******.******@*****.***
SUMMARY
Customer Service Manager/Lead with 10+ years of experience supporting managers, developers and executives in the software development industry. Outgoing and detail-oriented with a passion for customer service.
Proficient in CRM applications and recruitment tools. Diversified skill set covering administrative support, client relations, writing, human resources and recruiting, account management, and project management. Excellent interpersonal, phone, and digital communication skills.
EMPLOYMENT
Gazillion, Inc. - Foster City, CA
Customer Service Lead/ Customer Service Manager – May 2014 - November 2017
Managed all employees in department remotely ranging from 1-5 employees at different times.
Led department in tickets taken, handled 100s of support tickets daily, assisting players with technical, purchase and in-game issues within Marvel Heroes Omega/Marvel Heroes 2016/Marvel Heroes 2015/Marvel Heroes and Super Hero Squad Online
Sole handler of billing for PC version of Marvel Heroes including returns, chargebacks, dispute resolution and overall billing issues with all transactions.
Negotiated a 30% price decrease in contracts for customer service tools used
Policed the community chat using the Cleanspeak tool, setting filters and suspending toxic players.
Interacted and solved player billing issues with billing departments of Sony and Microsoft for console versions of Marvel Heroes Omega
Heavily involved with daily triage meeting – communicating player issues to QA, platform and game operations senior representatives to solve issues quickly and efficiently
Hired new employees for the team, solely sourced resumes, conducted interviews and made hiring decisions.
Trained new employees on policy, common issues and their solutions...
Turbine, Inc. – Needham, MA
Customer Service Lead – August 2009 –March 2014
Managed between 4-6 employees on second and third shift
Developed monthly metrics for employees to insure quality and identify areas of improvement.
Achieved over 98% quality score for customer interaction metrics each year
Handled player account, technical and in-game issues within Lord of the Rings Online and Dungeons and Dragons Online, using proprietary toolset and operational commands
Trained new employees on policy, common issues and their solutions...
Solely researched fringe issues requiring co-operation with other departments
Ran cross-departmental meetings to enhance player experience, solve technical and creative issues for future patches/updates.
Created and implemented multiple policy changes affecting entire player base and department
Kforce, Inc. – Westborough, MA
Permanent Placement Technical Recruiter – March 2007 – June 2008
Manage the recruitment process of candidate placement from the initial contact to preparing them for their first day on the assignment.
Procured new job opportunities with new and previous clients through various prospecting methods and networking.
Prospect, interview, evaluate, test and perform credential verifications of potential employees in order to provide the clientele with the highest level of candidates available on the market.
Prospected for client’s open jobs using resources such as referrals, LinkedIn, references, prior placements, personal network and online job boards
Interviewed approximately 10 new candidates per week face to face or over the phone
Negotiated offer terms with clients and candidates, presented job offers to candidates, assisted candidates with giving notice to current companies, followed up routinely after placement and gathered referrals.
Recruited and placed candidates within all levels in technology, including but not limited to; software developers (C#.NET, ASP.NET, J2EE, Java, C web 2.0 development, quality assurance (automated and manual testers), database administrators / developers (Oracle, SQL Server, MySQL, DB2), network/system administrators (Windows, Linux, Unix) embedded software / hardware developers, project management, business analysts, IT support, and related management.
Sigma Systems, Inc. – Marlborough, MA
Permanent and Contract Placement Recruiter – April 2006 – February 2007
Made 60 calls per day to clients and candidates combined
Closed several new large accounts resulting in close to 20 new job requisitions per week
Filled permanent and contract technology positions for new and current clients, 75% over the phone, 25% face to face
Prospected and analyzed target companies utilizing Hoovers, OneSource, industry-specific websites/newsletters, company websites, online job boards and other sources.
Cold-called and met with C-level executives to discuss recruitment needs and processes
Interviewed and assessed potential candidates for open client positions both over the phone and face to face, and check candidate references post-interview.
Incendia Partners, Inc. – Framingham, MA
Account Development Executive – April 2005 – April 2006
Placed technology professionals in new contract positions
Formed relationships with new clients to assist in the placement of professional technology contractors at client organizations.
Acquired new job requisitions for recruiters through calling on and visiting new clients and reviewing their technology contract staffing needs
Prospected and analyzed target companies utilizing Hoovers, OneSource, industry-specific websites/newsletters, company websites, online job boards and other sources
Interviewed and assessed potential candidates for open client positions both over the phone and face to face, and checked candidate references post-interview
Developed marketing materials and promotions to increase sales and bolster client relationships.
Jeffrey Deston 508-***-****
Celerant Consulting, Inc. – Lexington MA
Business Development Associate – March 2004 – March 2005
Consistently and successfully outperformed targets - 5 meetings with C-level to VP-level executives attended by project teams per week
Intensive analysis of client operations and financial information in support of business case development utilizing Factiva, Hoovers, OneSource, industry-specific websites, company websites, and other sources
Additional sales responsibilities included obtaining attendance for networking events, industry specific exhibitions, and executive dinners
Developed industry-specific direct marketing material as well as internal sales training material
Monster.com – Monster Worldwide, Inc. - Maynard MAAccount Executive - Sales – April 2000 – November 2003
Consistently achieved and surpassed sales expectations - sold more than $5 M total in 3 1/2 years time
Increased revenue by 20% each year in down job market
Highest Revenue Award Quarter 2 2002
Awarded Excellence in Customer Service Award 2001 and 2002
President’s Club Award – 2001, 2002
Over 80 dials, 200 minutes of sales calls each day
Provided companies in the Atlantic and South Eastern regions of the U.S. with consultative recruitment solutions
Maintained existing client base and generated new business through cold calling, prospecting, up-selling and selling add-on products
Kept track of recruitment industry trends, pain points, and competition
Worked closely with customer relations to ensure satisfaction and usage of clients’ technology solutions
Managed aspects of finance, technical assistance and sales within all accounts
Utilized SPIN selling strategy, recruitment needs analysis, solution selling and features and benefits on sales calls
EDUCATION
Rhode Island College – Providence, RI
Bachelor of Arts in Communications, Minor in English
Jeffrey Deston 508-***-****
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