Service Representative Customer

Eugene Penn Gorman

*** ****** *****

Cary, NC ***11

Cell Phone: 703-***-****

************@*******.***

WORK EXPERIENCE

Tech Data - Synnex – Clearwater, FL. - Work from home, Cary, NC

Customer Service Desk Engineer - All Programs – December 2019 – Present

Level one customer service representative. Handle partner requests via telephone and email. Process part requests and coordinated technicians to go on site to replace defective equipment. Use numerous CRM's that were partner specific (Sales Force) as well as TD’s CRM & Sales Force. Assist with cross-training of current customer service personnel in the Customer Service International Service Desk (ISD) procedures and policies. Updated the ISD policy and procedures. Updated the training documentation with the current customer information and flow process.

HPE Partner Ready Services Program – November 2018 – December 2019

Senior Services Support Representative

Update and maintain our business partner (HPE) data information. This small department is handling $100,000 to $250,000 dollars of contracts, which is growing on a monthly basis. Maintain, daily, weekly and monthly Excel Spreadsheets that help monitor cases for billing purposes. These are then sent to our Partner HPE and our Mid-Level and Senior management teams to project income and profits.

Signature Technology Group (STG) Work from home, Cary, NC - Tech Data Company as of 06/01/2015

Customer Service Representative, ISD – November 2013 – November 2018

Level one customer service representative. Handle partner requests via telephone and email. Process part requests and coordinated technicians to go on site to replace defective equipment. Use numerous CRM's that were partner specific (Sales Force) as well as STG’s CRM & Sales Force. Assist with cross-training of current customer service personnel in the Customer Service International Service Desk (ISD) procedures and policies. Updated the ISD policy and procedures. Updated the training documentation with the current customer information and flow process.

GlassHouse Technologies, Inc. Cary, North Carolina

Customer Service Representative - July 2009 – October 2013 – Bought out by Signature Technology Group

Level one customer service representative. Handle partner requests via telephone and email. Process part requests and coordinated technicians to go on site to replace defective equipment. Use numerous CRM's that were partner specific (Sales Force) as well as GlassHouse's CRM (Sales Force). I also was the coordinator of the Installation process of our partner’s computer systems. Crossed trained in manage services department which consists of monitoring customer computer systems and assist with maintaining computer system integrity for numerous customers and clients.

TriStar Medical Transport Raleigh, North Carolina

EMT / Ambulance Driver - December 2008 - June 2009

Provided Basic Life Support (BLS) transport of clients/patients to Hospitals and Assisting Living/Nursing facilities throughout Wake County, NC and surrounding areas. Main aspect of the job is to ensure patient stability throughout the whole transport and to interface with hospital staff and nursing home staff as well as the client and family members in a professional manner. Paperwork is also essential part of my job too. Another part of my position is to maintain the supplies and order of the ambulance that is being used for my shift as well as complete documentation for each run or trip that I complete.

CPR & More Triangle, Virginia

Co-Owner, Instructor, Training Coordinator – March 2007 owner March 2009

Instructed students in the proper use of CPR and First Aid procedures. Helped with the Marketing and promotions of the Company. Was the training coordinator who scheduled classes for clients and assigned the best instructor for that specific client. I was also an instructor trainer who taught people how to become instructors and also assisted with instructors updates and training. Even though I have only been doing this for CPR & More for about two years, I did the same thing for my family business for 17 years before branching out with a partner to open up my own company.

Gorman and Associates Alexandria, Virginia

Instructor Trainer/Training Coordinator - June 1990 - March 2007

Instruct students in how to recognize cardiac and respiratory emergencies, and how to administer proper CPR techniques. Certify members of the professional medical community in required emergency medical procedures, as well as develop and administer basic courses for office workers, parents and baby-sitters. Courses developed include Basic First Aid, CPR, Rescue Breathing, Automated External Defibrillator (AED), Blood-Bourne Pathogens, and Medicine Administration. Negotiate contracts with hospitals, medical facilities, government agencies, schools and large corporations, including coordination and design of individual courses for specific needs, as well as management of required numbers of instructors for each course. Also, I assisted with the administrative and financial books, policies and procedures.

Sprint Communications Company Reston, VA

Customer Service Representative / Technical Associate Consultant- September 1996 - September 2000

Provide project management and implementation for all voice and data services. Key customer interface providing existing and prospective customers implementation and post-implementation processes and procedures. Provide consultative support for voice application design for existing accounts and engaging support as needed. Field customer inquiries and account maintenance. Manage revenue retention, growth and receivables measurements on mid-level business customers in the $25k to $100k range. Act as liaison between each of these focus points to ensure customer satisfaction as well as business growth and development.

First Virginia Bank (Now BB & T Bank) Falls Church, Virginia - February 1986 - June 1996

12/1991 - 6/1996 Operations Officer and Assistant Collateral Control Supervisor

Supervised customer service representatives in assisting customers with various account discrepancies and needs, and oversaw their training and development. I prepared daily, weekly and monthly statistical reports using the Automated Call Distribution (ACD). Supervised the processing of customer loan payoffs, title work and finalization of paid loan documentation, including the paid note, title, and deeds of trust. My Team processed loan maintenance and special service requests.

6/1987 - 12/1991 Branch Manager

Beginning as a Branch Manager Trainee, I trained in all areas of banking and management. Upon completion of the Trainee program, served as Assistant Branch Manager of a mid-sized retail branch and its staff. Later promoted to Branch Manager of a small retail branch, and then Co-Branch Manager of a large retail/commercial branch, managing multiple funds for private accounts, and large retail accounts, as well as managing employees, their work schedules, and their training and professional development within the bank’s structure.

2/1986 - 5/1987 Indirect Adjustor (Collections)

I processed delinquent installment loans and adjusted accounts when delinquencies occurred to avoid collection of property, and performed collections as required.

EDUCATION

Longwood University Farmville, Virginia - 1983

BSBA Degree - Management and Marketing Degree with a Sociology Minor.

ORGANIZATIONS

Volunteer Firefighter / EMT B - Swift Creek Fire Department, Cary, NC – June 2008 – Present

Volunteer Firefighter / EMT B / Board of Directors - Little Fork Fire Dept., Rixeyville, VA - July 1999 - February 2008

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