Customer Service Management

DESHAWN EDWARDS

**** ****** ****** *****: 862-***-****

Hillside NJ, 07205 Email: **************@*****.***

Professional Summary

Proactive, independent, customer orientated professional with a background in critical thinking, data and document management. I am a focused individual eager to utilize my experience as a customer service professional, high skilled at managing multiple responsibilities, task driven projects and maintaining quality products in a pressure driven environment. I possess exceptional interpersonal skills in accounts management, the ability to motivate and support a quality team through effective communication and project commitment. I am highly proficient in an IT environment.

Key Strengths

Customer Care / Relations

Account Management/Support

Team Development/Training

Product Promotions/ Sales

IT Help Desk

Healthcare/ Benefits Line

Multi-Tasking

Performance Evaluation

Report / Presentation

Data / Document Management

High Impact Decision Making

Critical Thinking

Problem / Conflict Resolution

Computer Skills: Microsoft Office Word, PowerPoint, Excel, Mac OS 10 and up. Knowledge of Lotus Notes and MDM - Mobile Device Management.

Languages: English.

Education

2008 Axia College (University of Phoenix) Jersey City, NJ

Business Communications

1998 Merit Technical Institute Newark, NJ

Networking/ C+, A+

Professional Experience

SENIOR RETENTION & SALES ACCOUNT REPRESENTATIVE/ IT HELP DESK

COMCAST CABLE, MONMOUTH JUNCTION, NJ, 2008- 2015

•Assisted on multiple projects to convert data from one system to another

•Analyze and input large amounts of data

•Fulfilled monthly and quarterly sales quotas

•Worked with management to create new interoffice marketing ideas to be used by customer service representatives when introducing customers to new and existing products

•Communicate with customers to inform on company products, process transactions, managing accounts, answer inquiries, and address any service or product concerns

•Handle customers’ concerns and complaints, via phone and in-person.

•Supports management by assisting in solving and completing complex tasks.

•Troubleshoot and maintained internet connectivity and router assist

•Assisted customers with email issues through remote assist programs

PIER-PASS CALL CENTER 3RD SHIFT SUPERVISOR

ACS STATE AND LOCAL SOLUTIONS, NEWARK NJ, 3/2003-5/2007

• Team work lead; Responsible for shift schedules, Roster of Teams, Preparing payroll

• Use EMF’s (Employee Meeting forms) to document HR (Human Resources) events

• Establish employee files, Document quarterly employee evaluation reports

• Handle call escalations

• Attend weekly Supervisor meetings

• Coach and mentor CSR’s (customer service representatives) through One on One sessions

EZ PASS POST-PAID COMMERCIAL SR. ACCOUNT LIAISON

ACS STATE AND LOCAL SOLUTIONS, NEWARK NJ

• Monitor business and commercial accounts/ troubleshooting and maintenance

• Handle any outstanding accounts receivable issues

EZ PASS CLIENT LIAISON FOR DELAWARE ACCOUNTS

ACS STATE AND LOCAL SOLUTIONS, NEWARK NJ

• Open and close accounts for Delaware branch

• Correspond with Delaware agency daily, create/update/maintain logs for customer

• concerns, issues and resolutions

IT CONSULTANT

J2 RESOURCES (ENTEX IT SERVICE), NEW YORK NY, 7/2000-10/2001

• Worked closely with project manager to coordinate resolution of network issues data

analysis and integrity

• Responsible for installing and configuring software programs, network planning and technology assessment as required

AT&T CONSULTANT

J2 RESOURCES NEW YORK NY

• Assist employees with technical information to aid in processing data efficiently using

various internet browsers; create/generate and release required engineering orders outlining hardware and software

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