Customer Service Representative

Jim Dino

** ******* *** ********, ** ***** 973-***-**** *********@*******.***

Customer Support Specialist

Results-oriented professional seeks to leverage proven communication and problem solving abilities with many years of relevant experience in a Customer Service / Operations position.

RELEVANT EXPERIENCE

Comcast Corporation, Monmouth Junction, NJ (Downsized) 3/2009 – 6/2016

Customer Service Associate – Retention/Billing

Regularly exceeded 100% of CX performance metrics for AHT, first-call resolution, and VOC

Resolved customer inquiries and complaints in a high-volume inbound contact center

Upgraded and repackaged consumer solutions and troubleshot technical issues

Recognized for high volume of customer commendations and assisted with mentoring initiatives

Contract Positions: 1/2003 – 2/2009

Barnes & Noble, Inventory Control Associate, Monroe, NJ

Fulfilled retail store inventory demands and on-line orders

Constantly surpassed 100% of pre-set inventory goals

Knowledge Networks, Market Research Representative, Cranford, NJ

Recognized for surpassing outbound phone survey metrics and departmental goals

Preakness Healthcare Center, Marketing Coordinator, Wayne, NJ

Wrote and published 60+ press releases and articles resulting in 33% increase in census

Developed and executed marketing and community outreach strategy

R.R. Bowker Publishing (former division of Lexis-Nexis), New Providence, NJ 1/1997 – 10/2002

Client Service Representative

Provided customer service & education for the profound change from hard-copy to beta-version

of on-line reference databases for librarians and booksellers nationwide

Regularly exceeded monthly goal by 125% and responsible for over $120K in new revenue

EDUCATION

College of the Holy Cross, Worcester, MA BA Cum Laude--History

Phi Beta Kappa College Honors Program

COMMUNITY INVOLVEMENT

Active Third-Degree member, Knights of Columbus - Council 6226 (Cranford, NJ)

St. Michael’s School – Basketball Coach

*Portfolio of customer commendations, metric attainment, and references available upon request*

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