Customer Service Sales Representative

Randall O. Brumfield

West Jordan, UT *****

http://www.linkedin.com/in/randallbrumfield

Telephone: 801-***-**** Cell: 801-***-**** E-mail: ****************@*****.***

SUMMARY

Proven customer service & sales representative with superior oral and written communication

skills. Ability to multi-task and demonstrated problem solving skills, and ability to insure first call

resolution. Skilled to navigate in multiple computer systems while interacting with the customer.

Proficient in windows environment. Demonstrated capability in establishing needs and identifying

solutions for the customers.

PROFESSIONAL EXPERIENCE

American Express, Taylorsville, UT 2011 – 2013

Customer Care Professional / Fraud Specialist

Monitoring customers’ accounts for possible fraudulent activity and protecting from identity takeover.

Reviewing new accounts to make sure they have not been setup fraudulently.

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• Researching accounts to find verifiable contact sources to contact customers to validate

purchases and account information suspected of fraudulent activity.

• Adding or removing holds on members’ cards for preventing fraud and loss of revenue.

• Verifying customers and replacing cards as required.

Comcast, Sandy, UT 2006 – 2011

Customer Account Executive / Customer Service & Sales Representative

Assisted in collections, billing, repair, sales and retention with customers while advancing to Specialist in

retention of customers as a Comcast CAE (Customer Account Executive).

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• Restructured and renegotiated customers service plans and reduced turnover of

customers saving on advertising and substantial cost of losing clients.

• Oversaw calls which were expedited from other CAE representative of customers

having problems or misunderstandings to identify solutions in resolving the situation

for the customer.

• Coached other Customer Care Representatives. Mentored new hires in a “Buddy

Program” to help them understand the responsibilities and functions of a CAE.

Reducing the time required to become proficient in performing needed

responsibilities and tasks.

• Recommended the utilization of an instant messaging program which allowed the

CAE representatives to consult with both leads and supervisors on questions and

problems substantially reducing call time from having to leave the desk.

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• Randall O. Brumfield

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John H. Harland Co., Salt Lake City, UT 2000 - 2005

Customer Service & Sales Representative

Assisted customers with purchases of both personal and business checking products.

• Analyzed the business needs to help customers determine best checking products.

Up-sold products to help with their personal or business needs.

• Demonstrated integrity and honesty in keeping clients account information safe and

secure from fraud and identity theft with the ability to be very detailed-oriented in

insuring accurate information dealing with each account.

• Assisted various bank representatives in securing needed products for their customers

and insuring they were getting the correct products.

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Alorica, (Formally Packard Bell / NEC), Magna, UT 1994 -2000

Level IV Computer Technician / Customer Service & Sales Representative

Analyzed and troubleshot both hardware and software for customers experiencing technical problems

with their computers. Provided customer service for both purchasers of our products and retail outlets

marketing our products.

• Assisted customers with purchases of computer systems and parts for their systems.

Analyzed the upgrade needs of customer’s systems. Provided customer relations

helping to smooth concerns with late or incorrect orders.

• Coordinated troubleshooting procedures with junior technicians while working on the

THX (Technical Help eXperts) team.

• Communicated effectively with both other technicians as well as customers over the

phone both in customer service and troubleshooting procedures when calls were

escalated for effective resolutions.

• Educated technicians from Sears PC Client Care, Circuit City’s “Answer City” and

other retail support facilities, while on business training trips for this purpose.

EDUCATION

• Certified Careers Institute Salt Lake City, Utah

• Completed a certification program in Computer Programming

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• ITT Technical Institute Salt Lake City, Utah

• Associate of Applied Science Degree in Electronics Engineering Technology

Graduated with honors with at least a 3.5 GPA

• The Computing Technology Industry Association

• A+ Certified Computer Technician Verification No. 691DTT1691

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LICENSE

Accident & Health, Life Insurance License State of Utah

Contact this candidate