Customer Service and Sales. Supervisor and Management
Resume:
Jerry W. Carter
Raleigh, NC 27616
Mobile: 919-***-****
Email: **********@*****.***
Objective
To obtain a position within your company that will enhance the customer’s expectations and increase profitability and market share within your organization utilizing my many years of professional customer services experience.
SUMMARY OF QUALIFICATIONS
Highly motivated and goal oriented with 22 consecutive years of progressive telecommunications experience to include:
Outside Plant Facilities Management
Telecommunications installation and Repair
Supervision
High Speed Internet and TV Installation and Repair
Dispatch Operations
Forecasting and Capacity Planning
Strong Decision Making and Analytical Skills
Ability to Multi-task
Effective Oral and Written Skills
Customer Service
Accountability
Process Improvement
Team Leadership and Development
Project Management, Coordination and Implementation
Work Force Management
Call Center and Sales Support
Installation and Repair
Training and Presentations
Microsoft Office Administrative Support
Strategic Alliances
PROFESSIONAL EXPERIENCE
Spectrum – Raleigh, NC
February 2016 - Present
Retail Sales Specialist
Deliver product and service solutions by providing education and support on Spectrum products and services.
Place orders and schedule appointments for residential, small business and mobile customers.
Maintain strong knowledge of all products, pricing plans, promotions and service features for Spectrum, as well as our competitors.
Educate and engage customers through product demonstrations.
Provide prompt and courteous customer service.
Respond to customer issues according to established Company policies.
Troubleshoot, diagnose and resolve customer inquiries.
Accurately enter all required information into the system and complete all necessary paperwork to support sales activities in a manner consistent with quality control guidelines.
Perform customer payment functions consistent with all cash handling policies and procedures.
Process billing adjustments on customer accounts.
Complete all aspects of opening and closing the store in accordance with established procedures.
Receive, issue and track customer equipment and assist with inventory maintenance.
Maintain store appearance and provide a consistently professional and welcoming atmosphere for customers.
Consistently demonstrate adherence to all the Company and Store policies and procedures.
Complete required training and demonstrate associated skills and competencies.
Support team members as necessary.
Perform other duties as assigned by management.
Time Warner Cable – Morrisville, NC
June 2015 – February 2016
Customer Care Representative
Provide complete TV technical support. (Trouble shoot cable boxes, remotes, customer TV input issues)
Provide Tier 1 support for High Speed Internet and Phone. (Trouble shoot modems to ensure online connectivity)
Assist with customer billing issues (Issue adjustments, take payments, restore services)
Order Entry and sales of new and additional products.
Effective Use of Tools (ICOMS, RIO, Unified, MAC Tool, Issue Trak, etc.)
Provide exceptional customer service.
Xerox – Raleigh, NC
February 2015 – June 2015
Customer Care Assistant
Provide cable TV technical support for Cox Communications customers utilizing all interoffice desktop tools and applications. (Support for Cable Receiver and TV connections, configurations and settings)
Assist with dispatch escalations for any potential missed customer appointments.
Order Entry and sales upgrades of customers’ services. (ICOMS, INAV, HomeCert)
Promptly answer customer calls and seek first time resolution.
Provide exceptional customer service.
Received Severance Pay and Unemployment
November 2014 – February 2015
Frontier Communications – Durham, NC
June 2012 – November 2014
Supervisor – Customer Care – Offline (Work at Home)
Supervised and manage 24 work at home consultants responsible for handling sales leads via the Take the Lead Program, Third Party Verification, and other offline functions to ensure customer satisfaction.
Ensure all consultants are properly trained and provide coaching and counseling to ensure proper development of consultants’ skills.
Responsible for scheduling.
Monitor productivity and conduct performance reviews.
Meet with internal organizations to discuss issues and eliminate roadblocks that inhibit customer satisfaction.
Handle all customer complaints to ensure positive customer experience.
Centurylink (Formerly Embarq, Sprint, Centel)
March 1990 – June 2012
Centurylink – Dunn, NC
Supervisor – Outside Plant and Network Operations (2010-2012)
Supervised 19 customer service technicians that install and repair residential and small business voice, data and IPTV (PRISM) communications services.
Ensure technicians are properly trained and have appropriate tools and equipment needed to enhance job performance and ensure customer satisfaction.
Provide coaching and counseling to technicians.
Responsible for program budgets, scheduling of technicians, ordering and maintaining adequate supplies and materials and all reports pertinent to the daily operation of network services.
Ensure compliance with company Quality Assurance Standards and Guidelines mandated by the Public Utilities Commission.
Responsible for meeting with external customers to ensure a positive image for Centurylink when customer adversities exist.
Meet with internal Centurylink organizations (Customer Care, SBHB, BRMC, BMC, CTSC, SPC, Access Engineering, Central Office, and Executive Services) to deter road blocks and ensure Centurylink provides exceptional service to our customers.
Provide exceptional customer service.
Embarq – Wake Forest, NC
Supervisor – Dispatch Operations (2009 - 2010)
Required advanced knowledge of technician dispatch for Central Office, Business Markets and Residential.
Managed work activities of 17 associates who are engaged in dispatching technicians via the Taskforce Dispatching System.
Assisted co-supervisors with managing the dispatch center via all dispatch systems to include WFM-IR, WFM-CO and NIBS.
Accountable for objectives (Commitments Met) for both customer service orders and repair requests.
Daily interaction with employees and peer groups.
Responsible for scheduling of associates to ensure dispatch operations center coverage.
Ensure all associates were properly trained and provided coaching and counseling to ensure proper development of associates’ skills.
Communication with field management teams to address heavy workload issues and customer complaints to ensure we provide exceptional customer service.
Business Analyst II – Capacity Planner – Dispatch Operations (2008 – 2009)
Support technician workload and resource planning within NGD Project.
Responsible for assisting Lead Forecaster with preparing 18 month rolling forecasts utilizing Click Forecast software at the work type level and better identify and understand work load trends.
Responsible for creating 18 month rolling FTE resource plans and to develop resource requirements at the work type level utilizing Click Plan software.
Create and maintain a 6 month FTE/Workload plan utilizing Dynamic Capacity Manager.
Assist 2-30 day Load Management Analyst with creating and maintaining a 28 day FTE/Workload plan and assist with Appointment Control Module (ACM).
Communicate long term and short term FTE resource plans to outside plant field management teams.
Sprint
Supervisor-Installation and Maintenance – Network Services (2005 – 2008)
Supervised 17 customer service technicians that install and repair residential and small business voice and data telecommunications services.
Ensure technicians are properly trained and have appropriate tools and equipment needed to enhance job performance and ensure customer satisfaction.
Provide coaching and counseling to technicians.
Responsible for program budgets, scheduling of technicians, ordering and maintaining adequate supplies and materials and all reports pertinent to the daily operation of network services.
Ensure compliance with company Quality Assurance Standards and Guidelines mandated by the Public Utilities Commission.
Responsible for meeting with external customers to ensure a positive image for Sprint when customer adversities exist.
Meet with internal Embarq organizations (Customer Care, SBHB, BRMC, BMC, CTSC, SPC, Access Engineering, Central Office, and Executive Services) to deter road blocks and ensure Embarq provides exceptional service to our customers.
Provide exceptional customer service.
Project Manager IV – Senior DSL Manager (2000 – 2005)
Provided guidance, training and mentoring for 5 DSL Managers within Sprint Local Communications areas of NC, SC, TN, VA and FL.
Partnered with local Public Affairs Managers, Premise and Business Sales Teams and Sprint Call Centers for local and national marketing events and promotions to increase Sprint DSL customer access lines to more than 450 thousand.
Assisted other project managers in strategic alliances with first office applications and new product trials to increase Sprint DSL customer access lines. Partnered with Myrio for Video on Demand, Motorola for Wi-Fi, Lucent Technologies for low cost DSL enabling equipment solutions and CPE providers such as Allcatel, Cisco and Zyxel.
Monitored inter-departmental procedures and processes for the test and turn up of DSL enabling equipment for local exchange host/remote central offices and rural DLCs. DSLAM’s utilized included vendor equipment from Alcatel, Lucent and Ad Tran. DLC devices to include platform solutions for Marconi, FITL-A and FTTC/FTTH.
Familiarity with various transport solutions to include T1, T1-IMA, DS3, OC3-48 to ensure proper connectivity of network devices and eliminate customer connectivity issues.
Assist with the implementation of new service and equipment codes to ensure proper customer billing and tracking of CPE equipment utilized.
Operationally support and lead process improvement initiatives for national engineering practices, policies and procedures.
Implementations Manager I (1999 – 2000)
Implementation of Sprint Fast Connect Service in 5 new local markets within NC and VA.
Planned and conducted Initial Planning Conferences for new market and expanded footprint deployments.
Planned and conducted order entry and installation dress rehearsals for new market deployments to ensure local customer service and business market organizations operational readiness.
Planned and conducted quarterly local market DSL Operational Review conferences.
Administratively and analytically report status of all projects needed to successfully launch new markets.
Customer Service Supervisor – Charlottesville, VA (1997 – 1999)
Supervised 11 installation and repair technicians and 5 PC contractors.
Ensured technicians were properly trained and had necessary equipment needed to perform their daily duties.
Scheduling of technicians to ensure sufficient manpower was available to meet customer commitments.
Conduct monthly customer premise inspections on each technician to ensure proper procedures were followed to meet exceptional Outside Plant requirements.
Responsible for meeting with external customers to ensure a positive image for Sprint when customer adversities existed.
Provided exceptional customer service.
Force Management Analyst – Rocky Mount, NC (1994 – 1997)
Entry-level management position in call center.
Trained in Work Force Management, Service Order Entry, Customer Line Access System and Repair Reporting System.
Analytically report and develop processes and procedures to support field operations in achieving Utility Commission objectives utilizing Microsoft Office applications to include Word, Excel and Powerpoint.
Provided guidance and training for Outside Plant Customer Service Supervisors and technicians by initiating conference calls and conducting team member meetings to resolve issues seeking win-win solutions.
Centel
Outside Plant Service Technician – Martinsville, VA (1991 – 1994)
Installation and repair of residential, small business and coin telephone access lines utilizing various tools and equipment.
Worked with Service Provisioning Center to correct and update outside plant records and customer access line information.
Assisted Hand-held Computer Training Team during conversion from manual to automated dispatching of service orders and repair tickets.
Provided exceptional customer service.
Line Person – Martinsville, VA (1990 – 1991)
Performed outside plant construction duties to include placement and removal of poles, aerial and underground cables.
Utilized various outside plant tools and equipment.
U. S. Air Force – Clark AFB, Philippines and Fort Meade, MD
1986 - 1990
Multi-mode Collector
Copied international Morse Code, printer transmissions and voice communications to provide support for air, land and sea reconnaissance missions.
Provided pertinent and critical information to appropriate personnel to ensure national and international security.
EDUCATION:
Community College of the Air Force – Clark AFB, Philippines (No Degree)
1987 – 1988
Tunstall High School – Dry Fork, VA – Diploma (Honors Graduate)
1986
PROFESSIONAL DEVELOPMENT & TRAINING:
George Washington University
2003 - 2004
Developmental Courses in Project Management
Managing Projects
Risk Management
Project Leadership, Management and Communications
Quality for Project Managers
Scheduling and Cost Control
Contracting for Project Managers
Sprint University of Excellence
2000 – 2002
Microsoft Office (Word, Excel, PowerPoint, Visio)
Effective Listening Skills
Time Management
Managing Personal Growth
Presentation Skills
Conflict Prevention and Resolution
Effective Reports, Proposals and Memos
Facilitative Leadership
Seven Habits of Highly Effective People
Transition to Supervision
U. S. Air Force
Non-commissioned Officer Preparatory School – Certificate (Distinguished Honors Graduate)
Morse Systems Operator – Certificate (Distinguished Honors Graduate)
Multi-mode Collector - Certificate
References Available Upon Request
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