Manager Customer

Location:

Posted:

January 09, 2014

Joseph D. Cacia III

Phone: 585-***-****. E-Mail: acb2hg@r.postjobfree.com

Education

Bryant & Stratton College (May 2007)

A.O.S Human Resource Specialist, Training & Development

Work Experience

HERITAGE CHRISTIAN SERVICES, Rochester, NY (March, 2013-Present)

Resident Counselor- Provide instruction, supervision, and training for new

hires. Monitor and develop resident service plans based on individual

behavior and personal interaction with others.

XEROX, (VERIZON WIRELESS), Webster, NY (May, 2012-November, 2012)

Call Center Manager- Supervised a team of 15-20 agents. Managed customer

disconnect service requests and updated the status of service needs to be

disconnected into Verizon's system. Handled customer escalation calls.

Provided resolution to customer/network issues using network tools and/or

issuing replacement devices. Supervised upgrades or refurbished order

requests. Handled customer account move/add/change request for their

wireless accounts. This included international voice, text and data

features/rates change plans. Performed all Tier 1 troubleshooting and

upgrade contract orders.

GLOBALINX/5LINX, Rochester, NY (December, 2008 - May, 2012)

Commercial Account Manager -Managed commercial telecommunication accounts

for over 300 customers. Provided Tier 1 support and customer/network

resolution using network tools and issue replacement devices. Periodic

onsite client visits; provided equipment, technical support, and assisted

with phone system installation and programming. Completed contract renewals

and approved client upgrades.

Related Skills:

. Business Focus

. Relationship Management

. Critical Thinking

. Effective Influencing & Negotiation Skills

. Strong Time-Management Skills