Customer Service Sales

*** **** ****** **** • SUWANEE, GA *****

PHONE 678-***-**** • E-MAIL ***********@*****.***

BOBBY D. ANDERSON

PROFESSIONAL PROFILE

Highly organized analytical professional with superior goal setting, decision-making, and problem-solving skills. Solid reputation for a having a positive impact on both internal and external support and overall productivity. Adept at sales, strategic planning, process improvement, business management, budget planning and cost control and client relations. Keeps pace with changes in various industries and evolving needs. Strong ability to identify, develop and sustain a network of people and other resources for tasks. Able to execute strategic initiatives in a methodical approach.

PROFESSIONAL EXPERIENCE

October 2000 – Present Technical Logistics Center (TLC)

Field Traffic Controller (Comcast/Xfinity)

Route scheduled work to the appropriate field personnel by utilizing designated routing system (Workforce Management) or software

Analyze, prioritize and dispatch appointments when workforce management routing system cannot identify an available resource

Monitor field technician productivity and ensure efficiency by evaluating a pool of jobs, including identifying at risk jobs for late arrival, and optimizing routes to meet customer expectations

Utilize the billing system and other related software to build, modify, schedule and reschedule workorders to resolve customer escalations in line with established protocol

Triage customer service issues using troubleshooting software to determine root causes in attempt to resolve, identify trends and act accordingly

Meet and exceed established goals and operational performance metrics

June 2000 – October 2000 OnePoint Communications

Consultant

Worked with senior leadership to develop short and long-range business plans

Acted as a professional consultant to existing business and consumer customers delivering quality service by focusing on business and customer satisfaction

Analyzed accounts and recommended product upgrades and cost savings based on calling patterns

Identified and targeted opportunities across existing and new prospects

Maintained knowledge of day-to-day market developments and accurately assessed the opportunities provided

EDUCATION

Eastern Michigan University – Ypsilanti, MI

Degree: Bachelor of Arts in Organizational Communications (Minor: Psychology)

AFFILIATIONS

Member, United Negro College Fund

Toastmasters International

ADDITIONAL SKILLS & COMPETENCIES

Microsoft Word

PowerPoint

Excel

Access

Adobe

Outlook

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