Customer Service Client

DANIEL W. DEAL

**** ******* ***** ***** *** ***

Jacksonville, Florida 32216

Cell: (904) 318- 5663

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

SUMMARY: Highly motivated with broad and extensive business experience. I bring excellent interpersonal, communication, organizational, analytical and problem-solving skills to any position. My experience includes project management, risk management, human resources, employee relations, benefits administration, computer operations, facilities management, and customer and client service.

EDUCATION:

1996 UNIVERSITY OF NORTH FLORIDA – MHRM Human Resource Management Jacksonville, FL 1991 UNIVERSITY OF NORTH FLORIDA – BA History / Psychology Jacksonville, FL PROFESSIONAL HISTORY:

01/23-Present - Walmart (Home Office), Jacksonville FL Senior Analyst

● Work directly with technicians and suppliers to acquire parts promptly and at the best price.

● Identify cost-saving opportunities through constant communication between suppliers regarding parts acquisition, including $1.1 million in cost savings for 2023.

● Address and resolve technician service request tickets to meet and exceed departmental service level requirements. 05/22-12/22 - City Facilities Management, Jacksonville FL Purchasing Coordinator

● Coordinated parts acquisition process across multiple geographic regions to support Walmart facilities repairs.

● Worked with technicians and management to ensure prompt parts availability and minimize downtime in stores.

● Identified suppliers with best parts pricing and lead time sto maximize repair scheduling efficiency. 05/16-05/22 – State of Florida Department of Revenue, Jacksonville, FL Revenue Specialist II

● Provided quality customer service and safeguard confidential information.

● Reviewed legal cases and relevant documents to make decisions on child support enforcement tasks.

● Used automated systems to research, evaluate, and update case information and resolve complex issues. 11/13- 05/16 AT&T – Orange Park. FL

Customer Assistant

● Provided world class customer service and technical support for AT&T high-speed internet clients.

● Partnered with internal departments and field technical representatives to resolve client service issues. 6/13- 9/13 Convergys - Jacksonville, FL

Tier I Technical Support Specialist

● Provided world class customer service and technical support for Apple product clients. 10/12- 05/13 – Bank of America/Merrill Lynch - Jacksonville, FL Client Services Representative

● Provided world class customer service and issue resolution for Wealth Management clients. 05/12-10/12 – Bank of America/Merrill Lynch - Jacksonville, FL Participant Services Representative

● Provided world class customer service and asset retention for participant company 401(K) holders 10/06- 03/12 – Citibank Commercial Card Services – Jacksonville, FL Client Service Officer

● Managed client relationships for multiple large government and corporate credit card purchase and travel programs.

● Managed my programs through the new GSA Smart Pay 2 contract initiation and multiple special projects, including establishing a new online reporting platform providing greater control and ease of access for clients PROFESSIONAL HISTORY (continued):

04/05- 10/06 Citibank Commercial Card Services – Jacksonville, FL Senior Service Representative

● Provided world-class customer service and collections for government and corporate cardholders. 12/02- 03/05 – Bellsouth Telecommunications – Jacksonville, FL Solutions Specialist

● Maintained high level of customer satisfaction by servicing requests on telephone, cellular and internet service.

● Achieved and exceeded mandatory sales requirements while maintaining world-class customer service. 09/02 -12/02 – Todays Office Staffing (Temporary) – Jacksonville, FL Benefits Specialist, Citistreet

● Maintained high level of customer satisfaction by servicing requests from pension and retiree customers. 06/02 -09/02 – Todays Office Staffing (Temporary) – Jacksonville, FL Insurance Specialist, Tristar Insurance

● Maintained high level of customer satisfaction by servicing requests from flood insurance customers. 09/01 -12/01 – Sprint PCS – Orange Park, FL

Special Project Team Lead

● Supported 5 Operations Team Leads by managing payroll and exception time reporting for their teams.

● Served as point of contact for outside sales issues and final escalation for issues resolution. 12/00 -09/01 – Sprint PCS – Orange Park, FL

Operations Team Lead

● Directly supervised team of 15 -20 Activations/Client Services advocates; interviewed and recruited new specialists.

● Managed advocate productive time and sales to maximize efficiency and team performance.

● Coordinated payroll, performance reviews, corrective action, and appropriate action plans and disciplinary action. 09/98- 12/00 – Citibank Universal Card Services – Jacksonville, FL Workforce Management Staffing Analyst

● Managed daily staffing levels for the entire call center, including over 1200 associates.

● Supervised 3- 5 Analysts to optimally manage the staffing function.

● Tracked attendance/adherence violations and communicated business impact to management. 09/97-09/98 - AT&T Universal Card – Jacksonville, FL Staffing Specialist

● Prepared management reports on staffing, forecasting and trends. Created and maintained schedules for 60 associates.

● Transitioned our department from AT&T to Citibank systems. 03/97-09/97 - AT&T Universal Card – Jacksonville, FL Risk/Authorizations Analyst

● Handled escalated calls related to suspected fraud activity. Performed lost/stolen activities and identified fraud. 04/95-03/97 - AT&T Universal Card – Jacksonville, FL Direct Billed Card Associate

● Handled supervisor escalations. Assisted calling card customers with inquires on their accounts. 04/93- 04/95 – AT&T American Transtech – Jacksonville, FL Quality Improvement Associate

● Provided quality support, coaching, development, and feedback while supervising 10 -15 associates.

● Tested and interviewed potential new hires; participated in the recruiting and initial training process. 07/92- 04/93 – AT&T American Transtech – Jacksonville, FL Customer Service Associate II

● Intermediate level customer service including escalated calls when necessary. TECHNICAL SKILLS:

MS Word, Excel, PowerPoint, Outlook, Access, Project, Windows environment, Oracle, SDI / Zeus, Tableau, Microsoft Teams, Zoom, TCS 5.0, RTA, IEX, Centrevu Supervisor, CMS, Workstation, TSYS, DES, CERS, FM, HTML

***Completed Project Management Citi Online Learning course on 01/02/2007***

***Received GTS Global Super Achiever Award with Citi in June 2009***

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