Project Management Customer Service

Bornwell Peter

**** ********** ** *** # ****,Houston,TX,77057

Email: *.********@*****.*** Cell: 713-***-****

OBJECTIVE:

Seeking a position with a diverse organization. Position should offer the opportunity to apply previously acquired skills in the areas of strategic thinking, project management, process improvement and relationship building.

EDUCATION:

Houston Community College

Associates in Arts – Business Administration – August 1999 to March 2001.

Qualifications

Licensed by the Texas Department of insurance which covers General Lines for life accident and HMO.

Licensed by the City of Houston, to sell automobiles in the Houston city limits as a sales Consultant.

Work Experience:

Hostgator 02/14/2017-Present

Level 1 Web hosting Technical Advisor

Consult, recommend and enable the right online product and service strategies to help customers with their business or personal needs

Customer Care duties include resolving billing discrepancies, account complaints and helping customers troubleshoot and resolve their concerns and answer their questions

Maintain knowledgeable and efficient response, control and handling of telephone calls

Meet or exceed expectations through a metrics-driven performance standard. Including but not limited to:

NPS goals

Customer resolution time

Lead pass goals

Sales goals

05/2016-02/14/2017 Frontier Network

DSL-Fios Technical Support representative

Frontier DSL and Fios customers with internet issues ranging from connectivity to modem Assisting troubleshooting .

Assisting in Frontier fios tv troubleshooting to video set up and configuration

Maintaining a monitored average handling time and meeting customers’ expectations

Dish Network 08/2014-05/2016

Customer Services representative

Escalation Calls – Handled complex callers that were unsatisfied with previous representative’s service or felt that their issue was not resolved. De-escalated the calls not to reach the manager and made sure that the customer would not cancel their services.

Payments and Billing - resolve complex billing issues, offer self-serve payment solutions, accept payments by a variety of methods, and explain charges as well as credits on the customer’s bill.

Product features - assist customers with pay-per-view orders, change programming packages, equipment upgrades, and educate customers about the many features of DISH’s award-winning products

Sales - using a consultative approach to educate and offer existing customers additional programming, and promote products and services to enhance their DISH experience

Compliance- assuring that the customers’ demands and expectations are met within the company rules and regulations while maintaining great customer services and customer experience.

Multi-tasking- Ability to multi-task; speaking with customer while accurately logging and recording customer information in to call center databases

Call Volume-Take back-to-back phone calls from DISH internal customers nationwide and assist them with questions regarding work order modifications, equipment modifications, as well as activation of customer services

Goals- Met or exceeded minimum performance standards including but not limited to Average Call Handle Time; Customer Satisfaction; Quality Assurance, and Up-selling of other company products.

Xerox 01/2013 – 08/2014

Senior Customer Service Consultant

Taking inbound calls as an outsourcing agent for COX cable.

Assisting customers with any billing issues, resolve any account discrepancies, and providing educative options that suite the customers’ preferences.

Multitasking between multiple system program applications and still providing excellent. Customer service which was graded on each and every call for maximum customer satisfaction.

Gannonberg Investments, (Harare Zimbabwe) 06/2006 – 12/2012

Operations Director

•Oversaw the overall day to day functions of a medium scale commodity broking company.

•Oversaw the daily functions of four departments, Customer Service, Human Resources, Strategic Planning and New Contracts.

•Made sure all company contracts for supplying office commodities were met with top notch professionalism.

Zurich Financial Services, (Portsmouth England) 06/2003 – 06/2005

Underwriting consultant, Insurance broker division

•Performed underwriting enquiries and set guidelines for insurance policies to be sold and serviced by independent insurance brokers.

•Maintained relationships between the company and independent insurance brokers.

Sales and Service Consultant, 01/2002-06/2003(Whiteley England)

•Worked with customer enquiries first hand in connection with their insurance policy including cross selling and up selling insurance products.

Houston Chronicle 05/2000 -08/2001

Customer Service Representative

•Performed inbound and outbound calls to both new and old subscribers.

•Resolved any problems or issues subscribers had in regards to not receiving their newspaper.

•Performed inbound and outbound calls to retain old subscribers.

SKILLS:

•Microsoft Office, Excel, PowerPoint.

•Windows 8, Windows 7, Windows 2000, Windows XP,

•Familiar with WHM and cPanel, data bases

•Wordpress and website builder CMS

•Working knowledge of DNS and Ftp Filezilla

LANGUAGE:

•English

REFERENCES:

Jessica Moon Team Leader (Dish Network)

E-mail:*******.****@***********.***

Ian King – Supervisor (Dish Network)

Ph: 832-***-****

E-mail: **********@*****.***

Winnie Chitava +263-***-***-***

Email: **********@**********.***

Petronella Taylor +44-758*-***-***

Email: *********.**************@*****.***

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