Customer Service Account Manager
Resume:
Jack Fields
Tulsa, OK *****
******.**@*****.***
Additional training in lean, management, six sigma, vocational training and a college degree. Honorably discharged from the military ·
Award-winning retail sales and customer service expert. Consistently meets commission-based sales goals.
Meticulous Steel finishing Lead, excellent at juggling multiple tasks and working under pressure. Top producing sales professional and expert in the wireless industry. Dynamic communicator who consistently exceeds goals and company expectations. Authorized to work in the US for any employer
Work Experience
Account Manager II
cxLoyalty, a JPMC Company - Tulsa, OK
March 2022 to January 2023
Always exceeded evaluation metrics.
Job responsibilities: • Provided swift, thorough, friendly, and effective customer service to all internal and external customers, remaining focused on creating great customer experience and loyalty • Used my in-depth knowledge and training to delight customers with customized travel experiences and help them make the most of their rewards • Resolved product or service issues by clarifying the customer's concern: determining the cause of the problem, selecting and explaining the best solution to solve the problem, and expediting correction or adjustment • Maintained comprehensive working knowledge of all programs, tools and systems while achieving and maintaining individual monthly metrics • Engaged in cross-training that equipped me to deliver personalized travel arrangements and support for customers with multiple types of reward accounts • Participated fully as a team to assist as needed in completing all functions related to servicing the client, including offering additional products that meet their needs
• Worked a flexible schedule, when needed, to attend staff meetings and ongoing provided training designed to help me stay informed of all airline rules and regulations, other travel industry requirements, program guidelines, as well as any office procedures that would set me up for success assisting our customers
Steel Finishing Lead
Carlisle Brake & Friction - Catoosa, OK
June 2017 to August 2021
Supported North American Director of Operations with daily operational functions. Entered details such as parts processed, information and daily report logs into the computer system. Verified data integrity and accuracy.
Developed new process for increasing production which resulted in marked performance improvements. Produced ad hoc reports and documents for senior team members. Worked directly with engineering, shipping, and quality departments along with management to achieve desired results.
Validated efficiency improvement designs working alongside process engineers. In charge of CNC Lasers, Becker Flattening Furnaces and Sanding, supervising 35 people. Audience Services Customer Solutions Representative Berkshire Hathaway Media - Tulsa, OK
April 2016 to May 2017
Responsible for answering inbound calls from subscribers and ensure requests for information are answered timely and appropriately and/or new information or change requests are accurately obtained and documented.
Quickly identify and troubleshoot the customer's issue whether it's a billing, delivery, digital or some other issue.
Escalate an issue if unable to handle or that warrants intervention from a supervisor. Ask probing questions to identify why a customer may be stopping or downgrading their service and overcome objections.
Field Representative
Dartphone Lifeline mobile phones
July 2014 to March 2016
Solicited businesses to get permission to set up a tent to give away government phones. Promoted product to potential clients by describing benefits, demonstrating features and redirecting concerns.
Attended numerous public events to network among interested parties, generate leads and improve customer acquisition.
Delivered a high level of service to clients to both maintain and extend the relationships for future business opportunities.
Communicated regularly with territory, regional and strategic managers for daily support and strategic planning for accounts.
Manager
Red Skye Wireless (AT&T retailer) - Coweta, OK
September 2010 to May 2014
Executed store initiatives related to sales, service, and customer experience. Met and exceeded sales and service, revenue and productivity targets. Facilitated weekly personnel training/educational sessions Resolved or escalated any billing or service issues.
Consistently demonstrated excellent leadership and coaching skills. Recruited and hired sales personnel ensuring they had superb customer service skills. Supervised and trained a staff of five to meet all training and sales goals. Furnace 3rd Helper
Gerdau Ameristeel - Sand Springs, OK
June 2006 to July 2010
Responsibilities included ensuring the correct alloys were put into the heat that was being made to have the. correct grade of steel.
Taking tests of the steel, and ensuring the proper temperatures were reached. Forklift certified, used front end loader and Bobcat equipment. Non-commissioned Officer
United States Air Force
December 1984 to December 1984
Military related duties in the support group career fields. Managed the dining facility operations as a production manager then as the manager. Including accounting, contracting, and interacting with outside vendors. Coached and evaluated troops.
Took care of the daily paperwork involved.
Responsible for warehousing perishables, shipping and receiving of both food and wartime operational equipment.
Provided supervision, also, responsible for the career development of each subordinate under my supervision.
Responsible for ensuring that all enlisted personnel have the tools, training, and support they need to achieve maximum performance and accomplish total mission effectiveness. As a services specialist, I was in charge of lodging operations and dormitory assignments of newly arriving military members and upkeep of the facilities, to include inspections, repairs and occupancy levels. Front Desk Manager of the base lodging facilities where I supervised and scheduled fifteen military personnel and civilians.
Education
Bachelor's degree in Business Management
Oklahoma Wesleyan University - Tulsa, OK
April 2016 to November 2018
Associate of Science in Business Management
St Gregory's University - Tulsa, OK
2013
Skills
• Strong verbal communication Project management Team liaison Data management )Enhanced profitability at my store
• Extremely organized Conflict resolution Process implementation leadership problem solving skills accounting
• Ask
• billing
• Bobcat
• coaching
• customer service skills
• delivery
• Forklift
• government
• leadership
• personnel
• personnel training
• production manager
• rapport
• receiving
• repairs
• sales
• shipping
• supervisor
• supervision
• phones
• troubleshoot
• warehousing
• Travel planning
Certifications and Licenses
Forklift Certification
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