Customer Service Quality Assurance

RON C. BURKE

**** ****** *** * West Palm Beach, FL 33412

Cell: 561-***-**** * Email: ***********@*****.***

QUALIFICATIONS SUMMARY :

An outstanding communicator w ith superior customer service skills, including the ability to determine

accurate requirements and deliver complete solutions.

PROFESSIONAL EXPERIENCE:

DISPATCHER, C able T elevision Installation & S ervice (CTIS), Boynton Beach, FL 2014-Present

Dispatch s ervice req uests to available C omcast i nstallation or service technicians.

Act as liaison between technician and customer service employees.

Assist in driving field productivity through efficient call handling and support.

Record information into computer to provide accurate customer service history in each

customer accoun t and record of service calls.

Assist technicians via p hone by sending hits to DCT's, troubleshooting MOXI, SVOD, VOD,

HDTV, Cable Cards and High S peed Internet issues to ensure all service s are working for the

customer.

Experience using CSG, WFX, and ACSR .

Close work orders using proper solution and clear codes.

Ensure billing is complete and accurate by verifying the services installed are reflect ive of the

services on the account along with the appropriate one time charg es being added to the

account.

Record and classify all inbound calls with the tracking tool.

QUALITY ASSURANCE/SALES REPRESENTATIVE, Infinity, Boca Raton, FL 20 13

M onitored a nd log ged calls to ensure corporate compliance .

Review ed and documented customer escalation requests.

Coach ed r epresentatives on quality standards.

Handled i ncoming calls and answer ed questions regarding D ish Network communication

services.

Ensured quality assurance s tandards w ere met.

HOME INSPECTOR, Terminix, West Palm B each, FL 2011-2012

Provided thorough inspections and assessments o f r esidential properties.

Recorded accurate measurements and d escriptions of properties i nspec ted .

Collaborated w ith homeowners and renters to determine needs .

Identified the appropriate products and services to m eet customer needs.

Created and developed sales leads.

ADMISSIONS OFFICER, Strayer University, Suitland, MD 2006-2010

Recruited and registered more than 300 students per year into Associates, Bachelor, Master's

level and Certificate programs.

Delivered training and orientation to admissions officers at new Strayer campuses.

Answered inquires pertaining to Strayer University's programs and degrees.

Assisted students with class selection according to their needs.

Coordinated admissions with the financial aid department.

Coordinated student classroom admission with the Dean’s office.

Assisted Campus Dir ector with quarterly student orientations.

Burke Resume, page 2

LICENSED REAL ESTATE AGENT, Long & Foster Realtors, Woodbridge, VA 2005-2006

Solicited real estate buyers and sellers in Virginia.

Answered consumer inquiries and made appointments.

Worked with customers to find rental properties using MATRIX system.

Coordinated and completed site inspection tours for buyers.

Completed open house events to showcase homes for sale.

Created marketing materials for placements in magazines and newspapers.

Prepared sales and title documents.

Worked with inspectors and contractors to prepare and repair homes for sale.

SALES REPRESENTATIVE, Hendrick Jeep of Woodbridge, Woodbridge, VA 1994-2005

Sold more than $800,000 annually in automobiles.

Placed weekly advertising of used automobiles in local and regional publications.

Responded to customer inquiries and maintained accurate customer records.

Assisted customers to select previously owned and new automobiles.

Completed the rotation of trade- ins and used cars from weekly auctions.

Coordinated with finance companies to assist customers with financial difficulties.

OTHER EXPERIENCE :

RETAIL MERCHANDISER (Part time), Hallmark of America 2 011

Travelled to Wal-mart stores in assigned territory to reorganize Hallmark M erchandise.

Ensured Hallmark products are organized and attractively displayed .

Complete d re- installation of seasonal merchandise displays.

M anage d receip t of merchandise for new stores.

M aintained a professional demeanor with the public and store person nel.

AUTHOR, Publish America, Baltimore, MD 2 010-present

Used social media to market book including Facebook and Twitter.

Scheduled, organized and held book signings.

Gave motivational presentations at local schools.

EDUCATION:

Strayer University, Business courses, Suitland, MD 2009.

Long & Foster Institute of Real Estate, Northern VA, Licensed Agent November 2004.

NexTec School of Technology, Web Design Certificate, 2001.

Stonewall Jackson High School, Manassas, VA, Diploma June 1989.

SPECIAL SKILLS :

Florida T ermite Inspector Certification.

Web design .

SELECTED ACCOMPLISHMENTS:

Summa Cum Laude Club (top 20% of Strayer) in Admissions (2006 -2009).

Long and Foster Millionaire's Club (2006).

Chrysler President’s Club (2000,2001,2002),

Chrysler Certified Sales Consultant (1995, 1998, 1999, 2001 -2004).

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