EXPERIENCE

*-** ********* *********** / ******, TEXAS

ACCOUNTING CUSTOMER SERVICE REPRESENTATIVE

**/****-*******

*Deliver an exceptional level of service to each customer by listening to concerns and answering questions. This occurs via in/outcalls, email and online.

*Conduct analysis of store franchisee cases to help ensure their positive resolution. Assisting in the research of said cases.

*Cases are created and manipulated on the in house computer system called Remedy. This is done by the store franchisee or by the Accounting Customer Service Representative.

AT&T MOBILITY/FARMER’S BRANCH, TEXAS

FRAUD ANALYST

08/2013-04/2016

*Communicated effectively with customers and company personnel alike, utilizing active listening and interpersonal skills.

*Conducted reviews of specific transactions and accounts that showed potential suspicious activity.

*Participated in group discussions with team members to address and help combat fraud.

*Notified customers by in/outcall when fraudulent activity was detected in an effort to reduce impact.

*Safeguarded customer accounts after in/outcall conversations with fraudsters.

AT&T MOBILITY / FARMERS BRANCH, TEXAS

CUSTOMER SERVICE REPRESENTATIVE

06/2011-08/2013

* Resolved customer issues using strong interpersonal skills and conflict resolution techniques.

*Assisted thousands of customers with account questions or issues through in/outbound calls.

*Collected on delinquent telephone accounts through calls made via call center dialer.

SELF / FORT WORTH, TEXAS

FREELANCE WRITER

09/2002-PRESENT

*Have written blogs and social media posts, website copy and articles, carefully proofreading each in order to provide clear and consistent work.

*Have used email and telephone communication to discuss projects and complete assignments.

*Have written stories for various media platforms.

*Have interviewed celebrities such as William Shatner, John Lithgow and Rob Schneider.

*Cowriter of the film Tales from the Grave: Happy Holidays.

*Author of the novels, The Down Dead and Breaking Stoker: Rebooting the Vampire.

EDUCATION/ CERTIFICATION

TEXAS A&M UNIVERSITY/COLLEGE STATION, TEXAS

Bachelor of Science in Journalism/ Business Management Minor

DALE CARNEGIE GRADUATE

COMPUTER

*SAP

*Remedy

*Cashbook

*Excel

*Skype

*Word

*Email

*Internet

ROBERT A. STEFFENINO

OBJECTIVE

Creative professional and problem solver who would like to work for your wonderful company. Talents include solving customer issues in a timely fashion, writing, editing, interviewing, problem solving, fraud analysis, finance and working with deadlines.

SKILLS & ABILITIES

*Results-oriented

*Quick learner

*Client-focused

*Time management skills

*Excellent communication

*Work well with minimal supervision

*Computer proficient

*Writing/Editing

VITALS

1052 Mosaic Drive

Fort Worth, Texas 76179

T 817-***-****

E adegxr@r.postjobfree.com

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