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Customer Service Manager

Mobile, AL
November 15, 2018

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**** ******** ***** **.

Mobile, AL 36618

Cell: 405-***-****

Dear Sir or Madam:

I am contacting you to explore matching my skills with opportunities in your organization. I have enclosed a brief resume for your review and consideration.

As you will see from my accomplishments to date, I have held several management and supervisory positions that involved training, scheduling, personnel actions, and performance evaluations. Additionally, I handled inventory for high dollar equipment, managed the organizational budget, and coordinated maintenance functions. Through each of my positions, I have developed and fine-tuned the skills that will allow me to quickly become a contributing member of your organization.

I look forward to an opportunity to meet with you to discuss specific aspects of my background that are of interest to you. I am available for immediate employment and can be contacted at the above address and telephone number to make arrangements for an interview.

Thank you for your time and consideration of my request and qualifications. I look forward to hearing from you soon.


Rocky Click



5480 Carriage Woods Ct.

Mobile, AL 36618

Cell: 405-***-****


Experienced individual seeks a challenging opportunity with an organization that needs a proven performer.


Excellent supervisory, organizational, and time management skills – accustomed to working in a fast-paced environment and managing multiple ongoing tasks.

A team leader and team builder who creates the environment that encourages staff to perform at their best.

Flexible, fast-learner – adapts quickly to new situations and actively seeks ways to improve personal and organization performance.

Strong technical background in communications and use of state-of-the-art transmitting and receiving equipment.


WAYPOINT HOMES, Scottsdale, Arizona 02/16 – 09/16

Monitored floor activity in general. Listened to agents calls and coached them accordingly.

Monitored and kept records of agent behavior. Answered all escalated calls and resolved various

issues. Worked on projects from time to time as assigned by supervisor. Assisted agents with questions regarding the job. Scheduled showings for potential lessees either with a realtor or via

self show, which included internet link with code to access home. Assisted renters with taking payments for rent and various fees.

HEALTH CARE OPTIONS, Folsom, California 07/14 – 07/15.

Received inbound calls from beneficiaries concerning their medical benefits. Primary job was to

disenroll individuals from the state Medicaid system (Medi-Cal) and enroll into a private HMO.

Carefully explained in detail the advantages of this process to beneficiaries, and explained how benefits would not change.

PROTECTION ONE, Irving, Texas 12/12 – 7/14

Alarm Monitoring Representative – Established an excellent record of performance and promoted to service national accounts. Monitored commercial and residential alarms and complied with company policies and guidelines for contacting emergency/law enforcement agencies. Additionally . . .

Provided technical support to customers on alarm system operations that included troubleshooting, silencing/resetting alarms, and resolving billing questions.

Set up technical service calls for commercial and residential alarm customers to resolve hardware faults.

CITY OF TULSA, Oklahoma 5/09 – 7/12

911 Operator – Worked in a high-volume call center and condensed 911 Emergency calls into concise narrative for dissemination to a Field Officer.

Handled non-emergency calls and provided information or directed calls to appropriate departments.

Functioned as a Service Side Dispatch Operator and handled telephone and radio calls from various agencies and field officers. Made calls to various agencies and performed dispatch calls during high volume periods.

Performed criminal and license plate checks, entered missing person information and stolen vehicle information into the NCIC data system. Updated/removed data as requested by senior officers.

CONN’S. San Antonio, Texas 8/07 – 6/08

Credit Manager – Promoted to this position after establishing an excellent record of performance as a Collection Representative. Supervised a team of up to 17 and contacted customers with past-due accounts and effectively negotiated with them to establish payment schedules to bring their accounts up to date. Consistently . . .

Met/exceeded established team and personal performance goals for collection actions.

Handled escalated calls and conducted account research to resolve customer account issues.

ROCKY JOE CLICK . . . Page 2

EXPERIENCE (Continued)

CINGULAR WIRELESS, Oklahoma City, Oklahoma 8/05 – 1/06

Customer Service Representative – Established an excellent record of performance in assisting customers with the selection of state-of-the-art telephone systems. Demonstrated equipment performance and made recommendations on equipment and plans that met their needs. Additionally . . .

Resolved account issues and researched accounts, deleted erroneous charges, and cancelled/started various services.

Researched equipment problems and provided customers with assistance in fixing problems or directing customers to the department that could handle system non-performance.

Called back customers to ensure satisfaction with service and generate referral business.


Honorably discharged at the rank of E-6 and completed a career highlighted by progressive advancement to positions of increased challenges and responsibilities that included:

Unit Manager – Directed day-to-day operations for a 24/7 operation that used state-of-the-art equipment to receive and transmit emergency radio signals and weather information from aircraft, ships, or ground stations. Held a Top Secret Clearance and supervised a staff of 15 personnel.

Implemented a comprehensive on-the-job training program to enhance the skills of newly assigned personnel.

Prepared comprehensive reports on unit performance to brief senior management on equipment operations, status, and personnel performance.

Performed evaluations on assigned personnel and counseled individuals on additional training and career path opportunities.

Conducted inventory of high-dollar equipment and coordinated preventive maintenance and repairs of equipment.

Resolved personnel issues and assisted individuals who were under pressure from emotional or financial issues.

Shift Supervisor – Managed shift operations for a ground based organization and shipboard missions with up to six personnel. Ensured personnel were briefed on assigned duties.

Equipment Operator – Handled the complex operation of radio equipment that includes UHF, VHF, HF, and LF signals. Prepared reports that documented radio transmissions and alerted supervisors when emergency signals were received. Assigned to both land-based and ship operations.


Attended Gulf Coast Community College, Biloxi, Mississippi and Oklahoma City Community College, Oklahoma, City as a full time student from 2002 through 2005.

Completed 12 semester hours of undergraduate course work in Criminal Justice at San Antonio College, San Antonio, Texas.

Graduate of Durham Business College course in Business Technology, San Antonio, Texas.

Professional Development:

U.S. Coast Guard Supervisory and Mid-level Management Schools

Basic and Advanced Communications School

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