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Manager Service Representative

Salt Lake City, UT
January 06, 2020

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Arthur J. Smith

** *. ********** ***, *** *

Salt Lake City, UT 84115


Career Summary

I have proven business success in management and technology of several types of small businesses and some very large government agencies over the last 37 years.

Professional Experience

The Home Depot, Salt Lake City, UT

Customer Service Representative for the Hardware Department

Certified in harware department requirements and knowledge of products and services.

Resposible for customer care; restocking shelves and setting up displays for the department.

eBay, Inc, Salt Lake City, UT (March 2018-Present)

Customer Service Representative for Managed Account Services (May 2015-October 2016)

● Receiving calls from Large eBay Seller Accounts to help with issueing credits and resolving issues.

● General support in troubleshooting system issues.

Sr. Account Manager (2005-September 2013)

Eight years if eBay Account Management with a Book of Business ranging from 35 to 203 accounts.

Demonstrated success in developing accounts for a 9% Y/Y overall growth rate each year.

Promoted to E-23 Sr. Account Manager due to my ability to rapidly grow accounts.

Ability to take ownership of the account and insure they maximize their exposure on the eBay site as well as on the internet through Search Engine Optimization.

Actively work with accounts related to Trust and Safety issues and ability to explain the background of why eBay has established the policy.

Closely work with accounts to establish their personal identity on the site to insure repeat business.

Worked with the accounts in developing their business both on and off the eBay site.

Effective escalation of account issues with regard to contacting the appropriate person in the right position to reach the desired solution.

Evaluated each account’s needs by gaining a complete picture of their business and how it functions to help them with the management of their business.

Timely collection on past due accounts including submission of payment plans to eBay Collections in San Jose.

Established myself as the single point of contact for all eBay issues.

Successfully established a personal relationship with each account leading to account loyalty.

Consulted with accounts to find best listing solution, eBay or third party for the number of items they manage and based on their staff’s talents and abilities.

Immediate response to all customer needs. I usually called member even when they email to insure I have totally answered all their concerns or questions.

Actively worked with accounts to make necessary adjustments to their business to fit new business practices as eBay announced changes in practices and procedures.

Effective use of time management and flexibility to adapt to rapidly changing environment.

Two years experience as a Mini Team Captain of five members in the team and member of Mini Team Captain Meeting Planning Group.

Researched and presented two projects to TSAM director in early 2009. Projects were pre-vetting of accounts for induction into TSAM Program and establishing a single corporate point of contact for the ISoldIt franchises.

Mentored and sometimes co-chaired the eBay Bugs Task Force. I believe this is one of the most successful task forces eBay has due to the constant growth of new member from the San Jose side and the rapid responses to site issues.

Recipient of numerous Rising Results awards during my tenure.

Trust and Safety Powerseller Phone Support 2004-2005

Processed average of 55 incoming calls per day from Powerseller accounts that had various Trust and Safety issues, complaints and questions.

All phone calls were documented in eNotes (the precursor if MAC notes).

TnS Account Takeover 2003-2004

Proactive and reactive researched accounts to detect account break ins.

Exceeded all metric measurements.

Diversified Computer Associates, Grand Rapids, MI (1998-2001)

Computer Consultant with assignments at Amway Corp., Ada, MI

Changed thousands of COBOL programs to become compliant with Y2K.

Change of 100 programs within three month time frame to post all Amway Quixstar transactions to the general ledger. Each account was 22 characters and received all information in two four hour meetings with the Amway accountants. Project delivered under estimated cost and on time.

U.S. Army, Headquarters, Industrial Operations Command, Rock Island, IL 1991-1997

Information Management Specialist

IT Account Manager for the Army Depots, Ammunition Plants and Arsenals.

Active member of the Department of Defense Join Logistics Service Command that brought Enterprise Resource Systems (ERP) to all DOD facilities that build/rebuild military assets.

Designed and coordinated movement of a major command system from PA to IL. Managed activities of 15 support employee programmers to make system compatible with receiving MVS system. This assignment took 14 months and was delivered on time and under budget.

Various Letters of Commendation; Quality Step Increases and Pay Grade advancement from GS-9 to GS-12.

U.S. Army Depot, Tooele, UT 1983-1991

Mainframe Computer Programmer

Supported all local unique applications on an IBM Mainframe MVS/XA computer.

Successfully completed two year SIMA funded internship to Computer Programmer position.

Wrote original programs (Db and Cobol) for Prototype chemical demil plant at Tooele and the Government Printing Office in Pueblo, CO.

Replaced several batch process applications with CICS interactive applications thus eliminating most periodic batch processing.

Installed four 3174 IBM Cluster Controllers at each of the four satellite locations of Tooele and then trained personnel on the use of accessing their reports.

Holtz Industries, Inc., Oceanside, CA 1981-1983

Business Manager

Took over day to day management of a company that was losing $8 K per month with seven employees.

Within first year, we were netting $12 K per month with 6 employees including a tool and die maker to automate the plastic vacuum forming processes.


Palomar College, San Marcos, CA 1977-1980

Chemistry Major with Minor in Business.

U.S. Army Management and Engineering College, Rock Island, IL

480 classroom hours in COBOL, JCL, CICS, C, UNIX, SAS, ERP, TSO/ISPF, Korn and Bourne Shell Programming.

Black Hawk College, Moline, IL

APICS MRP/CRP Requirements Planning

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