Customer Service Sales
Resume:
MICHAEL CLUNEY
ONTARIO L6A2K7
*******@*******.***
HIGHLIGHTS OF QUALIFICATIONS
Ten years experience in performing duties as a customer service
representative. Highly skilled in providing Skills
information regarding products and services of company.
In-depth knowledge of taking orders, decides charges, and administers Customer
billing or payments. Service.
Hands-on experience in reviewing, updating or making changes to Call Center
customer accounts. Service
Track record of listening and responding to customers' needs and Operations.
concerns. Complaint
Able to handle returns and complaints effectively. Handling/Disp
Demonstrated ability to record details of client contacts and service ute
history. Resolution.
Proven ability to determine answers and solutions quickly. Sales Lead
EXPERIENCE Generation.
Data
Customer Service Specialist November 2008 - Entry/Records
JULY 2013 Management.
PC Doctor, Boston, Massachusetts Multiline
Phone Use.
Take incoming customers' calls and provide needed information. MS Word,
Call customers to provide service information. Excel and
Verify orders and prices over the phone and enter orders in the system. Access
Manage change orders and cancellations.
Perform cash functions as directed.
Manage customers' conflicts and resolve issues.
Trained new hires for customer service provision.
Call Center, Customer Service August 2006 - November 2008
ADP/MIS, Hingham, Massachusetts
Interact by phone with outside parties to solicit orders for goods or
services, make appointments, collect information or conduct follow-up.
Contact businesses or private individuals by phone
Deliver prepared sales scripts to persuade potential customers to
purchase a product or service.
Describe products and services, respond to questions, obtain customer
information and obtain possible customer leads.
Perform data entry and maintenance of customer or potential customer
data bases.
Follow up on initial contacts and maintain records of telephonic
interactions, orders and accounts.
Make outbound calls to current shareholders, registering their
information in windows based environment. Engaging individuals at a
professional level and overcoming objections.
Guide shareholders through the voting process. Solicit their
participation by voting in a fund proxy.
Customer Care March 2000 - August
2006
Nextel Wireless, Brockton, Massachusetts
Responsible for directing, evaluating, coaching and feedback to call
center personnel.
Provided guidance and feedback on timely manner to achieve their
performance goal.
Managed calibration and training sessions.
Responsible for leading a team of 20 customer service specialists.
Solved cross functional customer issues related to issue like
collections and fraud.
Responsible for handling complex customer problems.
Managed interviews with new employees.
Communicated ideas and recommendations.
Developed incentives that may help to meet goals.
Responsible for other duties as assigned. Served as lead over team of
six operators located in other States. Tasks included diagnosing
production problems. Resolving technical failures in a timely manner,
automating application monitoring tools, and providing technical
expertise for application upgrades. Prepared technical training and
process documentation for team, to aid with day-to-day support issues.
Perform PC installations, run batch Jobs and input data into the system
as required.
EDUCATION
Computer Science, Bachelor of Science 1992 - 1994
University of Massachusetts, Boston, Massachusetts
GPA 3.75/4.0
Specialized in Computer Operations and Computer Networking areas.
Contributed to team projects, to create simulated real-world
applications.
Computer Operations
1988 - 1988
Computer Learning Center, Somerville, Massachusetts
A Magna Cum Laude graduate after completing an intensive 600-hour
program in Computer Operations. The Curriculum included IBM 4341 system
operation in VM/CMS, DOS/VSE, JECL, JCL and SORT/MERGE. Also MVS, TSO,
CICS, JES2, VITAM, IPL of system, the operation and maintenance of
MEMOREX 3655 Disk Drives, MEMOREX 2078 terminals and documentation of
operations. Operation of DITTO utilities, RPG programming. IBM 2540
Card Reader/Punch, IBM 3420 Tape Drives, IBM 1403 Printer, IBM 3278
Terminals including System Console.
Customer Service September 1971 - June
1975
Vere Technical High School, Jamaica, West Indies
Major in Communications and Public Relations.
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