Customer Service Sales
Resume:
Darryl “Star” Norman
San Antonio TX 78249
************@*****.***
CAREER OBJECTIVE
Position as a (Customer Service/Manager/Assistant Administrator/ High level Sales/Executive) and to work for a great company with great returns and good vision of their future as well as what we are doing now, something long term.
PROFESSIONAL PROFILE
Excellent communication skills; Soft skills, Highly Organized; Works well on my own or as a team member; Very dependable; Professional in appearance and mannerisms.
EMPLOYMENT HISTORY
2011- 2017 J P MORGAN CHASE
COLLECTIONS, BUSINESS CARDS DEPT AND ALL CHASE CREDIT CARDS
SUPERVISOR IN ESCALATIONS DEPARTMENT
Strong customer focus on helping customers talor a payment plan for their budget and to meet customer expectations from the company.
Strong communication skills, strong problem-solving skills
Strong analytical skills years of computer skills multiple browser windows navigation and multiple tabs
Provide world-class service to a broad array of products and services
Resolve conflicts and manage customer expectations engage in interactive dialogue with active listening
Years of escalation problems with logically good judgment to issue appropriate customer service
Critical thinking passion to work to make a better day for all of us
Customer service skills from A to Z
account updates, payments, apr's, balance, availability, credit line, access line
Adjustments, fees, fraud claims dispute claims closing card opening card everything at chase.com contracts a financial agreement and much more
As a agent over 90 calls a day, handling any and all issues of the business
Sales of all products every day and a leader in all aspects and metrics to the center.
2010 Contact US Teleservices/ BBVA Compass Bank/ San Antonio Tx
Manage escalated customer issues that are received via direct customer contact
Over a 125 calls a day, explaining billing statements, Customer Service, Sales
Disputes, customer service, adjustments, products, miscellaneous fees, checking
Money markets acct, credit cards, stop payments, loans, mobile banking
ATM, trouble shooting for online banking and mobile banking
Funds transfers, password resets, Web interface, Telephone Banking
Systems-Cisco, Siebel, Archive, Branch, Online systems, C-net, ACH-All Windows softwear Knowledge Base Search, New Service Request, Non-consumers Accts
Technical in cell phones and refurbish phones for on line banking apps
Soft skills for Fundamental Extraordinary Customer Service
2008-2009 Commercial Retention Agent –Special Agent/ Directv-Denver Co
Manage escalated customer issues that are received via direct customer contact, Commercial various department supervisors, and members of the Commercial retention executive team.
Employ sound judgment and customer service knowledge to resolve escalated and difficult customer issues. Utilize personal discretion when dealing with normal business practices to ensure customer retention through appropriate product and services discounts. Analyze overall customer service practices.
Recommend and implement new business policies and practices to improve efficiencies and quality.
Measure results and identify customer trends resulting from newly implemented service policies and practices. Study and stay abreast of contemporary customer service practices in the Commercial retention dept..
Assign tasks involved in resolving customer issues to all areas of the organization, track progress, and ensure accountability and completion in inbound and outbound.
Analyze customer service representative training and recommends curriculum changes.
Perform customer service and quality audits and makes recommendations for improvements.
2005-2008 Coach / Supervisor Dish/EchoStar, Thornton, CO
Consistently top sales performer (as an agent and as a coach) in the enterprise (14 call centers, approximately 10,000 staff) also a Platinum Coach in the last 2 years
Also one of the best in overall performance for 2 years in a row.
Supervision and motivation of teams of 15-35 call center representatives
Establish and maintain personnel files and payroll for each representatives
Review work processes and recommend improvements for the whole call center
Work in conjunction with other departments that interconnect and have impact on call center operations
Establish individual and team goals, in line with overall business operation
Monitor and review individual and team performance
2003-2005 Co-founder, Metamorphosis Group, Fort Collins, CO
Head of Advertising (radio, television, magazine, newspaper, cable)
Financial Advisor including Budget Analysis and Consultation, Collections, Accounts Receivable and Payable, Contracts
Purchasing of every single item.
Scheduling, Staff and Installation
Training, Point of Sale and Quick Books
Strategic Planning and Goal setting
Machine Operator, Celestica, Fort Collins, CO
Machine Operator for all Fuji component machines
Perform manufacturing/production, shipping and receiving duties
Responsible for extreme functional testing, hand-loading, troubleshooting, and ICT testing
Burn-in programming for various companies such as Avia and AT&T
Responsible for set-up and tear down of machines
2000-2003 Dish Network Specialist/Asst. Administrator, Corporate Plus, Boulder, CO
Manage all Dish Network accounts: purchasing, commissions, customer service and internet service and sales
Reconcile and process all credit card disputes
Perform all Assistant Administrator duties: payroll, opening and closing stores, Facility Manager for 27 stores
Corporate Auditor for approximately 1,000 sales reports daily
Monitored all collection and fraud cases
EDUCATION 1979 San Houston High School 1990 Business Communications classes, Northeast Community College, Norfolk, NE
Officer of Testimonies of God's Greatness Ministries, San Antonio, TX
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