Bryan M. Downey

** ****** **** **** *********, NY 518-***-**** adhnur@r.postjobfree.com

PROFESSIONAL PROFILE

Accomplished Client Services Representative with over two decades of experience spanning business operations, communications, and customer service. Possesses exceptional attention-to-detail and administrative acumen with the ability to balance competing projects and tasks with conflicting deadlines. Compassionate relationships manager with strong interpersonal skills (both verbal and written) and a track record of building meaningful relationships across all levels of an organization. The goal is to leverage creative problem-solving skills to directly impact the bottom line.

SKILLS PROFILE

Customer Service Account Management CRM Management Data Entry Database Management Invoice Creation Contract Generation Content Creation Digital Marketing Editing Content Management Specialist

TECHNOLOGY PROFILE

Microsoft Suite GoToWebinar Zendesk Kayako POS WHMCS TeamViewer FreshDesk Oracle Slim CD Google Drive

WORK EXPERIENCE

Resolute Copy East Greenbush, NY

Owner September 2017 - present

Collaborated with clients in the graphic design industry to help create content seen by more than 500k visitors each month. Formatter and uploaded complete articles to websites at the client’s discretion. Worked closely with clients to ensure that the content met their specific requirements and goals.

Programs used:

●WordPress

●Google Suite

●Grammarly

New York State Department of Taxation & Finance Rotterdam, NY

Taxpayer Services Representative 1 October 2019 - November 2020

Assisted NYS businesses with filing sales tax returns due to New York State as well as helping business owners resolve tax issues and explain tax rules and regulations. From October 2019 to February 2020, worked at Consolidated Call Center in Rotterdam. From March to November, assisted taxpayers remotely.

Programs used:

●Empire (proprietary software)

●Microsoft Suite

●Oracle

●Verizon MAX

Latham Pool Products Latham, NY

Product Warranty Specialist April 2019 - October 2019

Processed warranty claims for homeowners and pool companies located in the United States and Canada while processing payments for high-cost items such as pool covers and inground pool liners. Developed strong working relationships with dealers, co-workers, and homeowners to foster and nurture a strong, beneficial relationship

Programs used:

●Oracle

●SlimCD

●Adobe Acrobat

TurnKey Internet Latham, NY

Customer Service Ambassador August 2018 - December 2018

Customer Service Ambassador for secure data facility while establishing a secure database of clients as well as reinstituting CRM program to create a stronger business relationship with new clients. Spearheaded changes in customer service tech being used by the company to help improve productivity and production.

Programs used:

●Kayako

●Outlook

●Microsoft Suite

New York State Department of Motor Vehicles Albany, NY

Motor Vehicle Representative December 2017 - May 2018

Assisted NYS-registered motorists pay fines, reregister vehicles and resolve issues with licenses and other matters. Processed information using proprietary software to also resolve issues through the use of call-center technology to help millions of New Yorkers.

Programs used:

●POS Software

●Microsoft Outlook

Suburban Propane Colonie, NY

Client Relations Specialist September 2017 - December 2017

Using proven sales and customer service techniques, created and maintained relationships with existing customers as well as new clients. Helped to resolve billing, service, and account issues by managing individual accounts and generating company contracts that outline details of service being provided by company and building a foundation for a relationship that can last decades/

Programs used:

●Microsoft Suite

●POS Software

●Adobe Acrobat

UL Information & Insights – WERCSmart Latham, NY

Customer Service Representative May 2013 - September 2017

Helped to develop and implement web-based training programs to help brands comply with state and federal guidelines as well as retailer-specific guidelines for products to appear on store shelves. Processed daily reports containing sensitive EPA and State Waste data to ensure State and Federal compliance. Through use of programs such as ZenDesk, FreshDesk, and Kayako, helped representatives resolve compliance and other account issues.

Programs used:

●Kayako

●ZenDesk

●FreshDesk

EDUCATION

Hudson Valley Community College Troy, NY

August 2007 - January 2008

Major: Broadcast Communications

CERTIFICATION

HubSpot Inbound Marketing

Expiration date: September 2021

Contact this candidate