Service Representative Customer

EDGAR P. HUTCHINSON, SR.

240-***-**** ****************@*****.*** https://www.linkedin.com/in/edgarphutchinson/ CUSTOMER SERVICE REPRESENTATIVE

SCHEDULER PROJECT LEAD

Objective: To obtain a position within a company wherein I can utilize my proven skills. Key Skills

Administration Customer Relations Project Management Problem Resolution Installation & Maintenance Negotiations Preventive Maintenance Process Improvement Training Leadership Systems Analysis & Testing Mentoring

WORK EXPERIENCE

Dicks Sporting Good’s 2021 to Present

Lead Sales Associates

• Create a world-class customer experience by providing passionate customer service and selling through customer as well as providing direction to teammates.

• Leads by example to ensure a great customer experience and helps teammates understand how their responsibilities play a key role in the organization.

• Clearly communicates, provides in-the-moment coaching, and builds trust with teammates in the store.

• Creates an inclusive store environment where everyone (teammates & athletes) feel welcome, safe, and is treated with respect.

• Supports building and hiring a strong team as well as training associates on company procedures and programs; this includes new teammate training and cross-training current team.

Innovative Security, Inc. 2019 to 2020

Installation and Service Department

Dispatcher Scheduler

• Coordinated, scheduled, and dispatched security and alarm technicians to customer locations in accordance with installation and service requirements.

• Provided clear and concise information to department managers, employees, and customers.

• Maintained on-call schedules for service technicians. Verizon Communications, Inc. 2005 to 2019

Project Management Office Field Operations

Project Lead Cable Splicing Technician – (Promotion)

• Served as single point of contact for customer escalations; kept customers and leadership abreast of status.

• Evaluated customer needs and recommended products and services.

• Trained and mentored technicians. Provided guidance for creating and managing positive customer relations. Thrived to improve performance and quality metrics.

• Managed all Verizon Advanced Terminations Systems cabling for DC and Maryland.

• Resolved installation repair issues and damage complaints for customers. Page 2 – Edgar P. Hutchinson Sr. 240-***-****

WORK EXPERIENCE (continued)

Verizon Communications, Inc.

Project Lead Cable Splicing Technician

• Met/exceeded key performance indicators for productivity and quality. Completed over 12,000 cable orders in 6 months. Maintained the productivity rate over 100% of projection.

• Interpreted engineering plans for construction and supported with the Engineering Team.

• Used copper/fiber-optic cable splicing expertise to connect, disconnect, test, repair and maintain company and customer telephones and equipment.

• Analyzed database discrepancies through proactive preventive maintenance; corrected issues and notified the appropriate manager.

OTHER RELEVANT WORK EXPERIENCE

Washington Adventist Hospital Office Administrator Internal Revenue Service Application Tester

Project Management Officer

Technical and Project Lead

Senior Systems Analyst

Automated Information Management Senior Business Systems Analyst Health Information Designs, Inc. System Administrator EDUCATION

Strayer University

Bachelor of Arts in Business Administration

University of Maryland Baltimore County

Project Management Certification

Computer Learning Center, Springfield, VA

Computer Operations Certification (Graduated with honors) Pyramid School of Technology, Fairfax VA.

TECHNOLOGY SKILLS

Microsoft Office (Word, Excel, Access, Project, PowerPoint, and Outlook), and SAP.

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