William Mark Jefferson *** Selma St

Philadelphia, Pa.19116

215-***-**** (C)

acyr2u@r.postjobfree.com

Sugarhouse Casino, Philadelphia, PA.

Security Guard Class II July, 2012 – Present

Highly skilled in performing patrol duties within assigned areas to guard against theft, shoplifting, vandalism and fire. Adept at handling emergency situations effectively; medical emergencies, accidents and other threats and provide hands-on experience in managing security systems in order to prevent theft, violence and vandalism.

Well-versed in using different alarms for security purposes and provide practical approach of observing all activities at premises and reporting any suspicious circumstances

City of Philadelphia – Department of Revenue, Philadelphia, PA 10 /2011 – 05/2012

Customer Service Refund Representative

Process, track, calculate and process refunds for city of Philadelphia business and taxpayers. Prepared vouchers and reports for the city Controller’s office which reconciles the city’s finances according to the FAMIS report

DEPARTMENT OF STREETS, Philadelphia, PA. 07/2010 – 09/2011

CALL CENTER AGENT

Oversee day-to-day operations of the Departments of Streets call center.

Supervise and the train new and current employees

Maintain and enter time for new employee and current employees

Process over 500k in revenue for the city’s new Refuse Collection Fee Program

Handle walk in customer’s complaints and concerns

DISNEY RESERVATION CENTER, ORLANDO, FLORIDA 05/08 – 6-10

SALES AGENT

Create magical Guest experiences by determining the individual needs. Provide Guest with supportive services throughout all phases of travel.

Responsible for processing accommodations vacation packages both domestic and international

Maintain effective results in an incentive driven environment

Effectively performs multiple tasks and priorities simultaneously

Maintain effective results in an incentive driven environment

Responsible for the development and understanding of Guest expectations through interactions

VISION TECHNIOLOGIES, OLANDO, FLORIDA 03/06 – 05/08

SALES AGENT

Authorized Sales Agent for various telecommunications companies, including, BellSouth, Cingular and AT&T (The New AT&T).

Responsible for selling the various companies products and/or services by telephone.

Responsible for account development, maintenance, and expansion of existing accounts.

Handled basic inquiries generated by local and/or national advertising.

Daily record of calls / contacts / sales.

BRIGHTHOUSE NETWORKS, ORLANDO, FLORIDA 09/03 – 03/06

SUPERVISOR SUPPORT SPECAILIST

Responsible for overseeing the day-to-day operation of the Specialized Sales Team.

Managed performance expectations including team’s performance, adherence, quality, sales and attendance.

Monitored SST calls, coached, and counseled to improve overall customer satisfaction.

Responsible for providing specialized sales support with effective sales / customer service techniques.

Processed bi-weekly payroll/commissions.

Interacted with customers over the telephone to resolve complex and difficult customer service issues.

Acted as a liaison between Field Operations and customers to ensure scheduled appointments were met.

CINGULAR WIRELSS, ORLANDO, FLORIDA 10/00 – 09/03

LEAD SALES REPRESENTTIVE

Responsible for providing an excellent customer service experience by being courteous, professional along with demonstrating a high degree of product knowledge.

Maintained strong knowledge of new products, accessories, pricing plans, promotions and features.

Educated customers through product demonstrations.

Met sales objectives for products, services and accessories.

Processed the sale by completing customer contracts and warranties

Accepted customer payments.

Handled phone inquires from customers on billing issues, payments, trade-ins, damages, service changes and returns.

Interacted with other departments to meet customer's needs.

BLOCKBUSTER, LANHAM, MARYLAND 01/99 – 10/00

STORE MANAGER

Responsible for providing leadership, recruiting, training, motivation and direction to the team in order to grow the store’s profitability as well as demonstrating excellent problem solving and time management skills.

Directed and lead a team of 18+ associates.

Generated sales and profit while controlling expenses and inventory.

Recruited, trained, developed, set standards for first-class customer service.

Consistently maintained top sales for video rental in the region.

GREYHOUND BUS LINE, VARIOUS LOCATIONS 06/95 – 01/99

MANAGER

Responsible for managing and directing various unit supervisors who are responsible for meeting revenue and booking targets and the delivery of service to the customers while exceeding the customer's expectations.

Supervised 35+ employees

Recruited and trained staff members.

Floating Manager for the Washington, DC; Philadelphia, PA and Albany, NY locations.

UNITED STATES NAVY – 20 Years Retired

09/79 – 12/99

VARIOUS MANAGEMENT POSITIONS

Held many managerial positions that required providing leadership, recruiting, training, inventory control and accurate record keeping.

Education:

Graduate of Jules E. Mast Baum Area Vocational School

Penn State University – Associate Degree

Retain Operations Management School (Norfolk VA)

School of Customer Service (Norfolk, VA.)

School of Merchandising/Display (Philadelphia, PA.)

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