Robert E. Lee, Jr

**** ***** ****. ****. *.W.

Washington, D.C. 20032

202-***-****

ac7sg6@r.postjobfree.com

Professional Summary

Resourceful and consistently meets and exceeds productivity goals. Proven capacity to troubleshoot issues quickly. Maintain a high level of professionalism, patience and efficiency to minimize customer dissatisfaction and increase customer loyalty.

SKILLS

Client relationship management Customer service

Service desk team management Customer Focused

Issue resolution Written and oral communication

Customer requirement customization

WORK HISTORY

5/2015 – Present Independent Contractor/Driver

Uber – Washington, D.C.

12/2009 – 5/2015 Customer Service Representative

Telesis/NHTSA – Beltsville, MD.

Answered average of 150 calls per day addressing customer inquiries, solving problems and providing new product information. Directed calls to appropriate departments.

Investigated and resolved customer inquiries and complaints in a timely and empathetic manner.

Researched and corrected issues with accounting records and service responses.

Informed customers of recall information. Assisted customers with filing a complaint regarding a recall.

Asked open-ended questions to assess customer needs.

9/2008 – 8/2009 Customer Account Executive

Global Payments Inc. – Owings Mills, MD.

Leveraged knowledge of company services, familiarity with industry competitors and persuasive communication style to prevent customers from ending or downgrading services.

Utilized professional telephone skills and extensive knowledge of Credit Payments and Services to persuade customers to take advantage of company offerings.

Built rapport with customers and maintained loyalty by providing fast, knowledgeable service.

Asked open-ended questions to assess customer needs.

Answered customer questions regarding merchandise and pricing.

6/2006 – 3/2007 Customer Account Executive

Radiant Systems Inc. – Alpharetta, Ga.

Responded to customer requests via telephone and email.

Managed the helpdesk consisting of 8 support technicians and conducted performance evaluations.

Provided documentation on start-up, shut down and first level troubleshooting of process to help desk staff.

Monitored problem management database and followed up with assigned personnel to ensure timely resolution of problems.

Followed up with customers to identify areas of improvement.

Performed staff scheduling and provide training materials for staff.

Developed work-flow charts and diagrams to ensure production team compliance with client deadlines.

EDUCATION

Bachelor of Arts: Mass Communications/Public Relations

Morris Brown College – Atlanta, Ga.

A+ and MCSE Microsoft Certifications: Information Technology, 1999

Advance Career Training – Atlanta, Ga.

High School – 1989

Franklin W. Ballou H.S. Washington, D.C.

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