Customer Service Manager
Resume:
KEVIN GORDON
***** ******* ******, ******, ** ***44. United States 214-***-**** ******@*****.***
CAREER PROFILE
Customer focused and career driven customer service specialist looking for a position as a Customer
Service/Help Desk Specialist to utilize my skills proficiency in a renowned organization.
PROFESSIONAL EXPERIENCE
AXCESS STAFFING, WAUTAGA, TX UNITED STATES
August 2013 – Present
I am currently working in the cellular manufacturing and distribution industry.
Warehouse/Distribution worker
• Accurately select product according to the customer’s batch/order specifications. Product is to be
organized, minimizing damage to the item, keeping paperwork attached .
• Ensuring outbound shipments are accurate and free of damage. Reporting quality variances to
supervisor.
• Teammates must meet productivity metrics as established by facility leadership and customer
expectations.
• Load and unload freight in an efficient and safe manner.
• Move product to storage areas with proper equipment and efficiently stack and store
t he merchandise in the appropriate area.
• Ensure inbound and outbound shipments are accurate and free of damage.
• Operate material handling equipment safely and efficiently as t rained and required
by job function.
• Use radio frequency equipment or picking, receiving, and storing functions, as
required.
• Complete daily logs.
• Maintain a clean, neat and orderly work area.
• Assist in maintaining the security of the facilit ies.
• Comply with OSHA and MSDS standards.
Quality Control
• Performs visual inspection of mechanical enclosures and cosmetic surfaces.
• Utilizes gauges, templates, microscopes and other manufacturing aids to ensure that all product
meets the established specifications for reliability and workmanship.
• Ensures that all required process operations have been performed on the product that is being
inspected.
• Enters all quality data into the appropriate electronic or manual systems.
• Notifies the appropriate personnel if unusual product defects are identified or if process yields fall
below acceptable levels.
• Provides timely feedback to manufacturing if non-conforming product is identified.
• Accurately completes all administrative activities associated with quality inspection.
• Performs process audits and assists manufacturing with the interpretation of the quality and
workmanship standards.
• Assists with the disposition of all non-conforming materials/product.
• Analyzes quality data and initiates containment actions as appropriate
AT&T DALLAS, TX, UNITED STATES
Customer Service Rep January 2000 - August 2005
• Answered customer/client requests or inquiries concerning services and products and report
problem areas. Utilized various systems (ECRS GUI, WFA) and tools to initiate to assist and
service customers.
• Continually maintain working knowledge of all company products, services and promotions.
Make recommendations according to customer's needs. Utilize operational systems to process
purchases of all products and services.
• Administered system functions on all opening, closing, and balancing procedures according to
finance guidelines. Provided support for products and services offered by the Company. Engaged
third party vendors and suppliers as needed to address service faults & provide customer
resolution. Remain proficient in all billing, rate plan and feature matters.
• Create, test, and dispatch customer reported tickets.
Network Service Specialist August 2005 – May 2013
• Utilize various systems (FORCE, WFA, SORD, COMET) and tools to assist
managers/technicians in 22 states.
• Analyze workload/workforce, making decisions for needed adjustment as workload dictates,
identifying system problems, and initiating and communicating the required actions for
resolutions.
• Troubleshoot and resolve voice & data issues that span multiple networks and interdependent
network elements, considering network conditions, connectivity, devices, applications,
provisioning.
• Assist the NOC in monitoring/escalating alarms, outages, and fiber cuts
• Create, Test, and dispatch tickets (OC3, OC12, DS1, DS2, DS3, VRADS, PRI, DSL, ERDSL,
POTS).
• Build tickets for cut cables and damaged fiber.
EDUCATION
TRINITY VALLEY CC, ATHENS, TX, UNITED STATES
Completed coursework towards General Studies
Aug 1993 - May 1995
NORTH LAKE COMMUNITY COLLEGE, IRVING, TX UNITED STATES
Completed coursework towards General Studies
Aug 1995 – Dec 1995
UNIVERSITY OF NORTH TEXAS, DENTON, TX, UNITED STATES
Completed coursework towards General Studies
Jan 1996 - Dec 1996
Currently in process of completing CompTIA Certifications
A+
Network+
Security+
Linux+
REFERENCES
Vincent Gaines
Customer Service Manager
AT&T
4331 Communications Dr., Dallas, TX 75211
Jamie Gustovich
Account Manager
Axcess Staffing
5000 Western Center Blvd. Suite 180, Haltom City, TX 76137
Katherine Kindred
Flextronics Onsite Representative
Axcess Staffing
5650 Alliance Gateway Fwy., Fort Worth, TX 76177
Vincent W. Lemma
Texas Capital Bank
14131 Midway Rd., Suite 100 (at Spring Valley), Addison, TX 75001
Contact this candidate