Customer Service Mail Processing

John H Handforth

*** * ******* **. • Spring Valley • MN 55975

Cell: 507-***-**** • **********@*****.***

Career Profile

Results-oriented, responsible and experienced customer service professional offering:

·Twenty year track record of success in busy call center environments in circuit analysis, troubleshooting, customer contact and trouble resolution in telecommunication industries.

·An unwavering commitment to providing exceptional customer service, with the ability to build productive relationships, resolve complex issues and win customer loyalty.

·Outstanding problem solving and active listening skills - able to diffuse difficult customer situations with tact and ease, achieving winning outcomes for both the customer and company.

Professional History

USWest and Qwest Communications • Seattle, WA

Customer Service Representative

·Handle customer inquiries, complaints and customer service requests. Manage a high-volume workload within a deadline-driven environment.

·Calm unsatisfied callers, repair trust and design best option solutions.

·Make service changes, recommend service options and schedule installations for phone, fax and computer lines.

·Provide detailed and accurate accounts of customer calls for prevention of future potential problem issues that consistently meet expectations.

·Awarded with recognition for commitment to going above and beyond the call of duty on a frequent basis and for customer comments or letters of appreciation.

·Viewed as an exceptional team player. Successfully supported and assisted workload of other employees when call center was understaffed.

Key Accomplishments:

·Resolve an average of 150 inquiries in any given week, and consistently met performance benchmarks in all areas (speed, accuracy, volume).

Key Accomplishment:

·In 1990, I became the Voice Mail Coordinator for USWest employee services. I was originally given a project to tabulate and reorganize the system after the previous manager accepted an early retirement. The records had initially been transferred to our Denver office and landed on the desk of a Denver manager who had also accepted early retirement. When the work returned to Seattle, the service requests had been gathered in four large loose-leaf notebooks and contained about 1200 service changes, or requests. My first task was to arrange the requests by type and then contact each customer to inquire about their service and the best way to resolve their issues and concerns. In the period of no service activity, some customers (employees) had made more than one request. There was also another issue to be dealt with. With the drastically large number of managers that had accepted early retirement, we were short of both personnel and facilities. Upper management was trying to reduce the number of voice mailboxes to avoid having to enlarge the computer requirements. I took it upon myself to devise a system that would serve more customers within the means of the Maxum Voice Mail Processing machine. For starters, the typists in Denver were not allowed to process new requests. They could do name changes (when a new person took over a desk that had existing voice mail), mailbox moves (from one number to another) and disconnects. First of all, I stopped having the disconnects done. Second, if the mailbox was really being disconnected, I handled it in two steps. Step A was to change the name on the mailbox to a person who desired service. Step B was usually done two days later when I moved the box to a person wanting a new voice mailbox. There were times when only a name had to be changed or reinitialized to a new person moving to a desk that had outdated voice mail service. Sometimes they really did move. There were multiple combinations, but the company's goal of making the system smaller was no longer working. We had more efficiency, happier customers and a volume problem. That finally became noticed when I had added about three hundred happier customers. I also became the Seattle Subject Matter Expert. The SME often answered operational questions by phone, sent instructional pamphlets and books, gave personal instruction to company officers and gave an occasional class at my office or other building meeting rooms. I was doing so well in Seattle that they expanded my responsibility to Bellevue, Washington and Portland, Oregon.

Job Specific Accomplishments:

After retirement from Qwest Communications, I met someone and remarried. Our honeymoon brought us to Spring Valley as one of the many places that we visited to meet our many new family

members. My sister and my new wife bonded and we decided to relocate.

After settling down, I decided to rejoin the workforce on a smaller scale. I applied to and was

accepted by the Super 8 Motel on 20th and Broadway South in Rochester. I worked the front desk,

answered telephones,and provided customer service in many forms. I even set up the continental

breakfast.

I have investigated opportunities in several areas from hosting at Olive Garden, stocking shelves

at Hy-Vee supermarkets, to working as a security guard. None of these jobs provided adequate

hours or stability.

I am seeking a position with a reputable employer in the local area.

In reference to a background check

In 2009 & 2010, I went through a divorce. My wife was dating a Fillmore County Sheriff's Deputy at the time. I was working as a crew chief for the U.S. Census Bureau and I was terminated. Why? Because I had not advised the FBI about my arrest. That was a surprise to me, because I had NEVER been arrested. I was advised that I was guilty until proven innocent due to the short term employment period of the Census position.

The FBI advised me that Minnesota is one of fifteen States that allow local law enforcement and other police officers to examine the FBI's criminal database without oversight. Officers are allowed to create, alter or delete criminal records. This activity is not the American Way. Nor does it have anything to do with truth, or justice. I retired from the telephone industry in 2002 with a salary of $1000.50 weekly. Telephone employees that work at customer premises or have access to customer records have to be bonded, or their careers are very limited. I had been bonded for more that thirty years when I retired.

Please consider what I have disclosed. On the day of my “arrest” (June 4, 2009) I was having minor surgery at Austin General Hospital. The Fillmore Deputy should have checked with his girlfriend before submitting the false record. After all, Fillmore County DOES NOT have a night court, so I could not be in jail and having surgery at the same time.

Just for the record, I did work for the 2020 Census.

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