Brent D. Armstrong

**** ******* ******, ***** *****, MO 63111

618-***-**** ad31d5@r.postjobfree.com

OBJECTIVE

Due to the transition of work across seas, I retired officially from GC Services/Intelogix after 29 years as of 1.31.24. I am looking to continue to work in the customer service field, but no longer in a management position. Hourly wage is not important more so than the ability to work with a company that is stable. I would like to obtain a representative position within a current call center or a work from home position providing customer service that offers the opportunity to continually refine and utilize my talents and skills.

SKILLS/AREAS OF STRENGTH

29 years of Call Center/Back Office customer service experience.

Extremely productive in a high volume, high stress environment.

Skilled in Microsoft Outlook, Word, Excel, Access, and PowerPoint

Dependable and flexible with any work schedule

Excellent attendance record and work habits with ability to multi-task

Strong written and verbal communication skills, with an attention for detail

Works well independently and collaborates well with team members

Responsible, reliable self-starter with a positive attitude

Strong leader and problem solver

WORK EXPERIENCE

Operations Manager

Verizon/GC Services Call Center, Saint Louis, MO

April 2000 to January 2024

Managed the Verizon/GC Services Fraud Call Center Department of 10 Unit Managers and 175 – 212 representatives. Teams handled incoming calls pertaining to suspected fraud on Verizon accounts. High customer service was a priority due to the sensitive nature of the calls.

Set, enforced, and optimized internal policies and quality assurance to maintain goals driven by the client. Monitoring of recorded and live calls used to provide positive and negative feedback to call center representatives. During my tenure, quality scores improved from 55% to a maintained 92% range under my leadership.

Assisted in setting recruiting, hiring, and training standards. Worked heavily with Human Resource teams to ensure all company policies were adhered to by staff. Completed monthly performance evaluation and reviews to the management staff

Customer Service Representative

Verizon/GC Services Call Center, Saint Louis, MO

April 1998 – April 2000

50 – 75 outbound and inbound calls were handled daily for Verizon. Handled customer inquiries and suggestions courteously and professionally.

Actively listened to customer and handled concerns quickly and escalated major issues to supervisors. Calls were handled with minimal wait times and involved updating customer account information accordingly.

Outbound calls were via a dialer system to collect on past due accounts for Verizon customers. Primary goals were collecting dollars utilizing basic collection techniques on outbound calls and receiving inbound customer service calls from Verizon customers. Inbound calls involved handling of customer complaints and resolution was based upon the inbound caller’s needs. Primary goals were to satisfy the customer request to prevent escalations from occurring. Various quality assurance metrics were measured and had to be met on a daily basis.

Customer Service Refund Representative

Verizon/GC Services Call Center, Saint Louis, MO

April 1995 – April 1998

Processed escalated refund issues and customer complaints from various Verizon customer service centers within the MCI/Verizon Business Network. Issues involved researching and processing refund requests, researching misapplied payments and applying these payments correctly, and transferring of account balances for various Verizon account holders utilizing multiple Verizon centers within the United States region. Duties required handling customer complaints to the Public Utilities Commission, FCC, and various media outlets. Job requirements involved the daily use of Microsoft Excel, Access, and Outlook programs

EDUCATION

Drake University – Des Moines, IA

July 1976 to May 1977

University of Omaha/Nebraska – Omaha, NE

August 1977 – May 1978

Studied Business Administration but no degree