Customer Service Sales

Reginald Wood

*** ****** ***** ****: 770-***-****

Fayetteville, Georgia 30214 ********@*********.*** Mobile: 770-***-****

INTERNET/MARKETING / SALES PROFESSIONAL

Dependable goal oriented professional who is an adaptable self starter that thrives on challenges

and achieves timely and quality results. As well a loyal and dedicated team player who is committed

to meeting team goals using abilities of persuasion, communication, and negotiation skills. Areas of

expertise include:

Sales/ Presentation Skills Customer Focused Problem Resolution

Training and Coaching Quality Assurance Organization/Detail oriented

PROFESSIONAL EXPERIENCE

AT&T, Atlanta, Ga 2007 to 2013

Internet Services Retention Agent

Responsibilities includes retaining Wireline Communications with a customer base of

135,000+ and 340+ vendors through persuasive selling and customer service techniques

within established guidelines.

Performs complex customer service support for all products and services offered by

AT&T/BellSouth Internet Services and partners. Efficiently and accurately manages large

complex customer applications in multiple AT&T/BellSouth systems.

Coordinates the front-end order screening/data entry of AT&T/BellSouth Business Internet

Services. Review all incoming orders for required documentation on new customer

connections and service changes. Performs timely and accurate completion of all service

availability check request, order entry into multiple systems, customers escalations, process

flow, method development and work tracking.

Conducts, investigates, and ensures appropriate resolution has been reached for telephone or

email requests and/or complaints from customers. Analyzes incident queue and trends for

efficient resolutions and handling. Work closely with AT&T/BellSouth billing operations,

sales, credit and collections and other entities required.

Receives and follows up on difficult or involved customer inquiries, both with customers and

with internal AT&T/BellSouth organizations.

Investigates information provided by customers, presidential escalations managers, regulatory

and external affairs, legal and /or sales account teams and internal escalations. Initiates and

occasionally coordinates the activities necessary to reach closure on issues.

Act as escalation point for Customer Relations Administrator on difficult or complex customer

concerns.

MARRIOTT INTERNATIONAL, Sandy Springs, Ga 2004 to 2007

Reservation Sales and Customer Care Specialist/On the Job Trainer

Assisted customers with reservations, customer service issues and problem resolution in an

efficient and professional manner.

Maintain current knowledge of multi-hotel brands and selling strategies of specific properties,

to maximize hotel occupancy and revenue.

Adjusted selling skills as needed by identifying customer needs and capturing sales.

Provided training and instruction of new hire associates through skill sharing, positive

reinforcement and effective communications.

ZEP/ENFORCER, Cartersville, Ga 1998 to 2003

Territorial Sales Representative

Exceeded goals set for sales and POS within one of the largest national districts for Home

Depot.

Consulted with corporate merchants to develop successful pricing and product positioning

strategies which were to be introduced nationally.

Researched market competition, pricing and strategies to gain market share from key accounts

in the industry.

I.B.M. Atlanta, Ga 1996 to 1997

Telephone Software Sales

Representative

Confirms product availability and price.

Understands client problems and recommends products/services/solutions to solve client

needs.

Responsible for closing the sale resulting from an inbound/outbound phone call Maintained

records of contacts, accounts, and orders.

COLDWELL BANKER RESIDENTIAL REAL ESTATE, Atlanta, Ga 1990 to 1997

Associate Sales Broker

Act as an intermediary in negotiations between buyers and sellers over property prices and

settlement details, and during the closing of the sale.

Appraised property values.

Maintain awareness of current income tax regulations, local zoning, building and tax laws,

and growth possibilities of the area where the property is located.

Maintain knowledge of real estate law, fair housing laws, and types of available mortgages,

financing options and government programs.

H. & R. BLOCK TAX PREPARATION, Atlanta, Ga 1979 to 1980

Tax Preparer

Prepare and assist simple to complex tax returns for individuals or small businesses.

Use all appropriate adjustments, deductions, and credits to keep clients taxes to a minimum.

Interview clients to obtain additional information on taxable income and deductible expenses

and allowances.

Furnish taxpayers with sufficient information and advice in order to ensure correct tax form

completion.

Consult tax law handbooks or bulletins in order to determine procedures for preparation of

atypical returns.

EMORY UNIVERSITY/CRAWFORD LONG HOSPITALS, Atlanta, Ga 1981 to 1995

Data Center Supervisor

Monitored, operated and supervised multiple mainframe computer systems and networks

compiled payroll data, entered and formulated data and posted wages.

Addressed and resolved questions and/or complaints regarding hospital services and

procedures.

EDUCATION

Bachelor of Science, Business Administration

College of Steubenville, Steubenville, Ohio

References Furnished Upon Request

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