Customer Service Level 3

Neal Pollman

Jacksonville, FL 904-***-**** ad5trg@r.postjobfree.com

Highlights of Qualifications

●Competent, reliable, and committed professional, with a proven record of success in assuming increasing levels of responsibility.

●Able to think independently and quickly to resolve problems.

●Articulate and persuasive in written and verbal presentations.

●Able to represent a company with a professional appearance and manner even during crisis situations.

●Certified in SCTE, Cedia, AMX Design & Installer, Lutron BURST, Channel Vision Level 3, Pronto, RTI, Niles ICS, HughesNet Satellite, Dish Network FSS Level 3.

Professional Experience

Technical/Installation

●Residential: Multi-zone audio/video, complete home automation integration, home theater, digital cable products, satellite, retro, home networking and most other applications.

●Commercial: Multi-zone audio/video, commercial satellite installation for up to 132 units, retro.

●Visually inspect installation site with customers to custom design AV equipment solutions.

●Selects the appropriate AV equipment and creates estimates for customers.

●Tested installed systems for conformance to specifications.

●Serviced and repaired faulty systems.

Customer Relations

●Involved in three tours of hurricane relief efforts with EchoStar Communications.

●Maintain and supervise a dedicated customer service call number to provide unmatched customer service 24 hours a day.

●Developed a successful, professional approach to providing top quality customer service, consistently applying theses principles:

Create atmosphere that encourages the customer to freely express complaints.

Thoroughly and tactfully research the potential solutions to their problems.

Receive feedback to ensure customer satisfaction.

Administration/Management

●Managed start up and continued operation of DishNetwork/DirecTV retail office as well as generating customer sales through direct sales, internet advertising campaigns, and local mailers.

●Trained and supervised employees while earning a reputation as being fair, honest, and willing to help others when needed.

●Assisted new managers and other staff to become familiar with policies and operations.

●Followed-up and monitored attendance and productivity.

●Acted as liaison between caregivers and administrators.

Employment History

2016-2021

2014-2016

2011-2014

Warehouse Manager

Wireless Network Support

Cox Cable Contractor

PC Server and Parts

New Hudson MI

Support.com

Silicon Valley, CA

Home Wiring Service

Mesa, AZ

2007-2011

Manager/Technician

Profusion AV, LLC

Mesa, AZ

2004-2006

Installation Technician

EchoStar Communications, Wixom, MI

2003-2004

Owner/Driver

NP Deliveries, Ferndale, MI

2001-2003

Supervisor

Courtyard Manor, Wixom, MI

Education & Training

Bachelors in Supply Chain Management,

Eastern Michigan University, Ypsilanti, MI

Various training programs including SCTE, AMX-Learning Track, AutoPatch, CEDIA, DirecTV, Dish Network, Harmony, Nevo, Niles ICS, Pronto, Samsung, RTI Programming:Beginner-Master

“Train the Trainer” and Supervisory Training, Courtyard Manor, Wixom, MI

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