Customer Service Sales
Resume:
WILL LIANG
Cumming, Georgia 30041 ****.*.*****@*****.***
TECHNICAL COORDINATOR / CONSULTING
Customer follow up Fleet Analytics/Reporting Corporate Communications Project Management
Problem Resolution Salesforce/SAP Telecom Advanced Products Problem Solving
Coordination of shipments Team Collaboration Strategic Business Planning Pivot table
Resourceful professional with unique combination of technical product knowledge and Business strategies that drive customer engagement and satisfaction. Proven ability to learn diverse product lines and understand technical specifications of each. Easily adapt consultative approach and technical explanations based on customer’s specific need and technical knowledge. Use analytical skills and active listening to understand and translate complex problems to improve customer understanding. Team player known for assisting others in technical presentations and resolution of complex issues. Excellent communicator; fluent in English, French, and conversational in Chinese.
PROFESSIONAL EXPERIENCE:
COMCAST BUSINESS Alpharetta, Georgia
Business Account Manager Aug 2015 to present
Responsible for the onboarding of integrated communication structure to small-to-medium business customers. Coordinate service order between clients and Comcast construction team to ensure smooth onboarding and deadlines for Comcast technologies. Troubleshoot customer’s business technology by using clear and concise verbal and written communication. Ensure overall customers satisfaction with periodic follow up. Meet and exceed customer satisfaction by giving technical and critical advice to business infrastructures.
Build, develop and cement relationships while conducting a thorough technical analysis for each clients of Forsyth and Fulton. Anticipating future needs and incorporating those needs into a solutions during presentations to increase overall satisfaction for current and future clients.
Handle high pressure situations while managing multiple tasks at once with attention to detail over pre and post wire installation of Comcast services in a fast-paced environment.
Ensure order entry accuracy shipment and services to process by using Salesforce and SAP while maintaining tight deadlines in a rapidly changing environment.
Provide accurate, reliable and timely communication with customers, engineering, operation and finance team to ensure product delivery.
Ensure that ETA updates are resolved in a timely and accurate manner for both customers and Comcast construction team.
Relay site survey information from Comcast engineering team directly to property management/owners to better understand its site infrastructure and requirement for a technology fiber/coax solution base. Information such as building blueprints; electrical layout, conduits infrastructure, county electrical polls, county work permits.
Prospecting, lead generation and outside B2B sales of Comcast’s wide-ranging business solutions to small and medium sized businesses, which include advance business phone systems, communication solutions, internet, data, video and voice.
Ensure a superior customer experience. Maintains and builds customer relationships to drive customer retention. Meet and exceed customer expectations through strong customer service orientation and excellent follow up skills.
Achieved 123% YTD Quota. Pacesetter Award achieving 138% for March and 144% in January 2016.
Will Liang, Page Two
AT&T WIRELESS MOBILITY Atlanta, Georgia
Retail Sales and Support Consultant April 2014 to Aug 2015
Establish rapport with existing and new customers for Wireless, U-verse and Digital Life products by analyzing customer needs and proactively recommending solutions through sales and technical representation of products.
Serve an average 5-15 customers per day in a fast-paced retail environment for various needs, including new products, shipments, order delivery, bill analysis, customer escalation, order shipment and telecom plan comparison.
̵Analyze customer account or current needs to identify opportunities for products and plans.
̵Diagnose billing plan to improve customer understanding to ensure customers satisfaction.
̵Proactively reaching out to technician and customers to ensure order fulfillment in order to ensure smooth onboarding and deadline.
Achieved 90% net promoter score over customer’s satisfactions by using AT&T J.D. power award customer service model.
Coordinate U-verse and Digital Life installation with AT&T installation team for customers to ensure smooth onboarding while meeting installation deadlines.
Consult with clients to effectively manage their bill, ensure all services are utilized with the capital allowance that is given to the company monthly.
Utilized internal tracking system to ensure job order accuracy, product delivery and order status.
Highest Business closing rate in the store for May and June 2015
RANDSTAD SOURCERIGHT Alpharetta, Georgia
Talent Sourcing Specialist April 2012 to April 2013
Proactively sources and identified entry to senior level talent, using effective and diligent Internet database, telecommunicating and social media searches. Analyzed social data and résumés to select qualified candidates and conduct first level interviews to determine if qualifications matched job requirements. Directly sourced candidates’ cold calling into companies and utilizing organizational mapping.
Provided accurate feedback from jobs seeker to hiring managers in order to get the best candidates, by actively listening using critical thinking to read between the lines and connect the dots to the job requirements, while uncovering any quantified achievements.
Utilized sophisticated Boolean searches, including site flipping and x-raying to identify candidate attributes on career websites, including Indeed, Monster and CareerBuilder.
Canvassed social networking sites (i.e., Facebook, LinkedIn, Myspace) to acquire better candidates for each position and faster hires.
Established Honeywell University recruitment fair to identify interns and entry-level engineers.
VERIZON WIRELESS Marietta, Georgia
Sales Consultant June 2011 to April 2012
Analyzed customers’ cellular accounts, providing individual solutions in a one-stop shopping and technical resolution retail environment. Recommended products and provided product demonstrations to enhance opportunity to close individual sales. Worked closely with and supported other Sales Consultants, identifying and resolving technical issues in a fast-paced retail environment.
Achieved 100+% of quota 6 out of 9 months; ranked #2 in District for 1 month.
Consult with owners, decision maker about their monthly bill to strategize ways to effectively take advantage of all our services with capital allowing they are giving to the company.
Educated customers on operating systems; troubleshot and repaired products using various languages (French/Chinese)
Will LIANG, Page Three
ADVANCE TECHNOLOGY GROUP, INC. Alpharetta, Georgia
IT Consultant Assistant Summer 2010
Identified, interpreted and scheduled major IT software training opportunities for clients.
ADONNA ATLANTA, INC. Alpharetta, Georgia
Telemarketer Summer 2008, Summer2009
Converted phone leads into sales appointments; achieved 100+% of quota 5 out of 6 months.
EDUCATION:
GEORGIA SOUTHERN UNIVERSITY Statesboro, Georgia
Bachelor of Arts, International Trade (Major GPA: 3.4/4.0) Graduated 2011
Minor: French
Accomplishments: Dean’s List; Best Public Speaker Award; French Society Vice President and volunteer student tutor; International Club Public Relations Officer.
SOUTHERN POLYTECHNIC UNIVERSITY Marietta, Georgia
Mechanical Engineering Coursework (Major GPA: 3.0/4.0) 2013 to 2014
LANGUAGES:
French (native, spoken, written), English (spoken, written), Chinese Cantonese (spoken)
COMPUTER SKILLS:
s SolidWorks s Java s Microsoft Office Suite s
s Excel s PowerPoints s Accesss MAC OSX s s Windows OS s s Salesforce s s Workbench s s Docusign s BWise s Streetsheets s
s CSR s CPQ s CSG s CJM s s LOA s SAP s s SQLs Pivot tablessFunctionss Freights
s Financial and Data Reporting s
Contact this candidate