Customer Service Sales

GERALD W. RICHARDSON JR.

*** ***** **. **** **, Springfield, MA 01105

469-***-**** acy5fv@r.postjobfree.com

CUSTOMER SERVICE AND ADMINISTRATIVE PROFESSIONAL

Over 10 years’ experience managing customer accounts and providing administrative support in fast- paced, metric-driven business environments. Strengths combine the ability to effectively prioritize and solve problems for diverse clients, staff, and management combined with effective technology, time management, and communication skills. Promoted by two employers 6 times in 9 years. CUSTOMER SERVICE

Customer Relationship Management (CRM) Call Center and In-Person Service

Active Listening and Interview Skills

Interdepartmental Service Coordination

Problem Assessment and Resolution

Adherence to Standard Operating Procedures

Monitoring, Tracking, and Follow Up

Ability to Shift Focus Under Pressure

TECHNOLOGY AND ADMINISTRATRATION

Proficient: Microsoft Word, Excel, PowerPoint

Proficient: Microsoft Outlook and Internet

Database Applications

Microsoft Project and Online Documentation

Continual Improvement Initiatives

Strong Verbal Communication Skills

Accurate Data and Confidential Records

Sales and Managerial Support

WORK EXPERIENCE

Summertree Animal and Bird Clinic, Dallas, TX 2014 – 2016 Oversaw, developed and implemented customer service and administrative support for animal boarding facility and veterinary clinic. Promoted in the first year based on effective problem resolution and interpersonal skills.

Boarding Director (Promotion), 2014 – 2016

Researched area boarding facilities and designed plans to implement new, onsite boarding service.

Managed daily boarding operations, including animal care, supplies, documentation and computer system updates.

Addressed and resolved customer service issues and concerns. Veterinary Assistant, 2014

Assisted veterinarian and veterinary technicians during exams and administration of medications.

Updated patient record and processed animal discharges. JPMorgan Chase Merchant Services, Dallas, TX 1998 – 2013 Promoted multiple times for consistently achieving or exceeding customer service and production goals, maintaining positive client relationships, and effective use of technology. Client Relationship Manager, Gift Card Operations, 2012 - 2013

Developed and managed up to 20 high-profile, client gift card accounts (included 1-800 Flowers, Chucky Cheese, Six Flags); successfully met all customer deadlines on time.

Maintained responsibility for documentation, reports, meeting coordination and problem solving.

Accurately boarded merchant account details onto Chase gift card program systems.

Participated in continual improvement efforts to ensure the highest standards of customer service. GERALD W. RICHARDSON JR., Page 2

WORK EXPERIENCE, Continued

JPMorgan Chase Merchant Services, Dallas, TX, Continued Gift Card Operations Group Manager (Promotion), 2009 - 2012

Over a 6-month period, implemented complex integration of computerized Standard Operating Procedures from Paymentech (previous company) to Chase Business Services.

Acted as final point person to resolve complex and/or escalated customer service issues; coached service representatives on problem solving strategies and effective communication.

Maintained confidential employee performance and compensation records using Microsoft Office and internal database/software programs.

Supervised and coached team of up to 23 service representatives and client relationship managers covering United States and Canadian markets.

Conducted hiring, training, coaching performance reviews and; ensured adherence to company’s SOP’s.

Gift Card Operations Team Supervisor (Promotion), 2006 – 2009

Supervised up to 11 customer service representatives; monitored and corrected employee performance to ensure the highest quality customer service, accuracy, and correct equipment usage.

Successfully addressed longstanding or unresolved client issues.

Maintained confidential employee records and reports. Gift Card Operations Support Specialist (Promotion), 2004 – 2006

Interviewed callers, building rapport, assessing service needs, coordinating requests and resolving problems for card production and store distribution.

Acted as liaison between customers, sales and card production department.

Coordinated data entry for multiple gift card programs; correctly entered all client information. Gift Card Specialist (Promotion), 2001 - 2004

Implemented small and large program account set ups.

Acted as liaison between card production department, store distribution, and sales. Services/Maintenance Representative/Call Center Representative,1998 - 2001

Resolved callers’ questions and concerns regarding Visa/Master Card business statements.

Updated account information using internal company software.

Provided computer generated and verbal account reports. EDUCATION

Bachelor of Business Administration (BBA), Wichita State University, Wichita, Kansas

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