Customer Service Manager

Casey A Hearn

*** **** ****, ******, **** *****

Email: *****.*****@*****.***

Phone: 440-***-****

Work Experience

December, 2015 - From May, 2011

Sales Manager

Cellular Central, Inc. – Grafton, Oh

Responsible for proficiently running the day to day operations at the Grafton, Ohio location, including:

Schedule creation

Weekly store inventory

Customer descalation

Sales coaching and employee training

Hiring and termination of employees

Sales goal tracking

Meeting individual and store sales goals

Maintaining proficiency in RQ4 and Cellular Manager point of sale systems.

Promoted to sales manager from sales representative in July of 2012 based on meeting and exceeding individual sales metrics.

Managed the Oberlin location until closure; as well as opened and managed the Grafton location, and was an interim manager of the Huron location.

Was a final candidate in the selection process for district manager in the spring of 2013 and 2014.

Mar., 2009 – Jan., 2011

Customer Service Representative

TeleTech Holdings, Inc.- Lorain, Oh

Responsible for providing customer service and technical support to T-Mobile customers, including:

Bill payments through cellular billing system

Technical troubleshooting of cellular devices

Maintaining high call quality scores based on random customer satisfaction surveys

Meeting individual call quality and service metrics.

Oct., 2006 – Dec., 2009

Carpenter

Hearn Building Company – Seville, Oh

Subcontracted work with multiple employers

Responsible for completing general carpentry work as well as assisting with other duties, including:

Leading small teams (3-5 men) in completion of jobs.

Leading, and completing small jobs individually.

Basic bookkeeping in order to ensure accurate pay and tax records.

Education

Current – May, 2014

Cuyahoga Community College – Cleveland, Oh

Associate of Applied Business degree in Information Technology - Programming and Development to be completed in August of 2016.

Technical Skills

Gaining experience through coursework with:

C/C++

ASP.NET

Basic knowledge with:

CSS

JQuery

Javascript

PHP

Heavily Proficient with

Java

HTML

Visual Basic

C#

Other Skills

Leads and directs other effectively through coaching and training

Listens attentively in order to develop problem solving strategies and present solutions to issues.

Manages projects and people effectively while helping other meet goals and enforcing company policy.

Thinks critically and develops strategies to solve problems

Cooperates and works well with others

Clearly and accurately gathers and records information

Multitasks in order to meet deadlines and complete tasks

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