Customer Service Call Center

Paul McBride

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

Dallas TX ***87

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

Work Experience:

**/** ** *******

Max Haul Llc

Trucking/transportation

Owner operator

I worked over the road for one year before driving locally. I was responsible for picking up and dropping off merchandise from shippers going to customers. I had to fill out paperwork upon pickup and delivery and make sure it was signed and undamaged. I also made sure all merchandise was secure in the truck before leaving the dock area loading and unloading. I was also responsible for maintenance of the truck as well as inspection of the truck each day before and after a shift. I operated an ELD as well as log book when an ELD was not needed I also had to follow all fmsca rules regulations and laws

05/17 - 11/20 ABM Janitorial Services

Lead Roseville Galleria

Provides the cleaning and upkeep of an assigned area. The assigned area could be an aircraft, building, hospital or other facility. Cleaner must be flexible and willing to complete all tasks that are assigned. Duties may include cleaning and maintaining carpets and hard surface floors by vacuuming, sweeping and mopping floors. Dusting furniture, pictures, ventilation, lights and blinds, emptying wastebaskets, cleaning windows, restrooms and other normal cleaning and maintenance duties. Must be flexible in other duties as assigned by supervisor.

11/16 - 01/18 Resolute Marketing

Account Manager

Essential Functions:

Reached out to every possible customer [current, previous, potential] to generate more business

Resolved customer questions e.g. related to orders, answer phones & take orders as needed

Get orders & follow up completed & submitted e.g. writes up orders, do price quotes & send invoices

Has and grows knowledge of products, prices, installations and various marketing promotional services

Maintains DETAILED customer records by updating account information

Provided assistance answering calls during high volume and/or when people are out

Organizing appointments and meetings with TARGETED consumers interested in client's services

Identified and established new business

Attended conferences and meetings to

Build relationships

Call on regular & prospective customers to earn orders & talks with customers by phone

Research competitors

Gathered, analyzed and delivered information from the field to develop strategies and product offerings

Coordinated issues with key clients between service, support, customer service, marketing & finance

Managed a team of 1 to 10 people

Performed other duties as assigned by supervisor

01/16 – 09/16 Contract World - Pizza Hut

Call Center - Customer service

Receive and process incoming phone calls for clients, which includes obtaining, entering, and verifying customer information (e.g. names, addresses, credit card numbers, etc.), answering questions, resolving issues, providing customer service, adhering to scripts, and attempting to make up-sells.Ensure that calls are processed in strict adherence to established policies, procedures, and quality standards, as well as any federal laws and regulations. Successfully complete initial on-the-job training, as well as any new product or on-going training. Process incoming calls manually in the event of computer system failure; and ensure quality or customer issues are escalated using established procedure and brought to resolution (e.g., chat, email, message boards, phone, etc.).

07/14 - 0916 Alorica Irvine, ca

Customer Service

Receive and process incoming phone calls for clients, which includes obtaining, entering, and verifying customer information (e.g. names, addresses, credit card numbers, etc.), answering questions, resolving issues, providing customer service, adhering to scripts, and attempting to make up-sells.Ensure that calls are processed in strict adherence to established policies, procedures, and quality standards, as well as any federal laws and regulations. Successfully complete initial on-the-job training, as well as any new product or on-going training. Process incoming calls manually in the event of computer system failure; and ensure quality or customer issues are escalated using established procedure and brought to resolution (e.g., chat, mail, message boards, phone, etc.).

05/14 – 07/-14 Home Advisor Golden, Co.

Brand Ambassador

Assisting and responding to customer and/or client requests for information via phone, email, and/or chat. Fulfill the requests through a variety of resources (Internet, team member or personal experience, partners, Aspire Lifestyles resources, etc. and communicate responses in a prompt, professional, and concise manner.

07/12 – 10/13 Loree's Little Shack Citrus Heights, Ca

Cook

Schedule activities and equipment use with managers, using information about daily menus to help coordinate cooking times Serve orders to customers at windows, counters, or tables. Take food and drink orders and receive payment from customers.Prepare specialty foods such as pizzas, fish and chips, sandwiches, and tacos, following specific methods that usually require short preparation time. Read food order slips or receive verbal instructions as to food required by patron, and prepare and cook food according to instructions. Verify that prepared food meets requirements for quality and quantity. Wash, cut, and prepare foods designated for cooking. Clean, stock, and restock workstations and display cases.

Merritt Inc Sales

01/12 – 03/12 Merritt Inc Citrus Heights, Ca

Account Representative

Greeted customers as they entered Home Depot and gathered information from them to have a consultant come to their home to give them information on kitchen and/or bathroom refacing. Daily weekly and monthly goals set to achieve office sales goals.

04/10 – 01/11 Heald College Roseville, Ca.

Admissions Advisor

Directed the sales process of new and potential enrollments, including successfully handling initial inquiries from parents as well as consultations and conferences with parents and potential students. Engage in marketing activities to increase awareness of Heald College by contacting potential enrollments from inquiries through internet, phone, walk – in or from previous visitors who didn’t enroll at an earlier date. I would schedule 3 to 5 appointments daily to reach my weekly run rate. In my 3rd month I had 19 enrollments start and my run rate was 11. I won the Most Valuable Rookie Advisor for this start. I recorded 2 starts with 100% retention and had a final start of 28 students of which 24 started school 1/18/11. I would stitch in students by sending hand written cards to congratulate them on their decision in taking the first step in achieving their goals. In addition, I would also make calls to ensure students were staying motivated until classes began. Used PowerPoint presentation, tour and benefits Heald offered over more traditional education. In closing built relationships with Financial Aid, Academics, Career Services, Student Services and other relevant support systems to stimulate student enrollment and graduation.

02/10 – 04/10 EZ Flo Irrigation Lincoln, Ca.

Warehouse Employee

Manually manufactured fittings and built fertilization tanks on assembly line. Utilized power tools to cut, paint, and assemble units to be shipped to distributor. Took inventory of materials entering and leaving facility. Also drove forklift and operated press.

11/07 – 12/08 Intercoast College Sacramento, Ca.

Admissions Advisor

Directed the sales process of new and potential enrollments, including successfully handling initial inquiries from parents as well as consultations and conferences with parents. Engage in marketing activities to increase awareness of Intercoast Colleges: Monitor and track performance, attendance and motivation of students to graduate and be placed with employers. Establish and maintain collaborative relationships with teachers, educational specialists and other school administrators and parent/teacher organizations.

02/07 – 11/08 Northstar Marketing Rancho Cordova, Ca.

Account Representative

Trained entry level employee’s entry level sales and marketing skills and techniques to help clients increase their business 20 – 30%. Increased production and stimulated company growth by offering products and services residential as well as business to business through cold calls and referral. Areas would be mapped out and I would assign distributors areas and consignments. Promoted to Account Rep and grew a team of 6 to 8 distributors of which 4 were promoted and began running their own teams.

12/06 – 02/07 Golden Valley Financial Sacramento, Ca.

Marketing Manager/Loan Officer

Provided Leadership and mentoring to sales staff. Implementation of a professional phone-based call center through management of prospect database, tracking of the activities and results in the development of new accounts. Coordinate, direct and monitor the inbound and outbound phone-based selling effort of the marketing staff. Hire, retain, manage and develop all direct reports and team efforts. A proven track record leading teams. Ability to develop and implement operating and hiring plans. Resource plans and process improvement. Scheduled appointments with clients to gather documents and information needed to close loans. Submitted broker packages to lenders, negotiated with lenders to get the best rates and rebates for our company and clients. Built customer client relationship to ensure a comfortable loan process and future referrals.

12/05 – 01/06 Quality First Home Improvements Roseville, Ca.

Consumer Relations Specialist

Phone based out-bound sales. Generated leads for the sales staff to demonstrate one of our products. Resolved customer issues regarding sales representatives or the company and developed rapport with clients to find out where we could save business.

12/05 – 01/06 Capitol City Chevrolet Sacramento, Ca.

Car Salesman

Assisted customers who came in to the dealership with finding a vehicle that satisfied their need. I also negotiated with potential customers to find satisfactory price and payments that would fit into their budget so the dealership could gain a new account. Inspected vehicles for trade and assessed their value to apply to the sale. Assisted with all necessary paperwork for the dealership and DMV.

12/98 – 11/05 PaceSetter Corporation Rancho Cordova, Ca.

Marketing Manager

Provided leadership and mentoring to marketing staff. Provide for the development and implementation of a professional phone-based call center with 20 telemarketers, 16 sales reps and 10 canvassers. Acquired leads through management of prospect database, cold call, internet, canvassing and Home Base prospects. Weekly staff meetings to monitor strengths and work on weaknesses as well as discuss current numbers and set new goals. Ability to develop and implement operating plans, hiring plans and resource development.

08/95-12/97 College Property Management Chico, Ca.

Property Manager

Screened applicants, ran credit checks, collected rent and made sure property maintained and repairs were taken care of in a timely manner. Resolved landlord tennant disputes by legal means. Maintained rental standards and company policies and rules.

Education:

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CSU Chico 94-97

Business Administration Degree Program

Cabrillo College 92-94

Business Administration Degree Program

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Skills:

15 years Marketing and Management Experience

Bus Management

Recruiting

Office Skills: Microsoft Word, PowerPoint, Access

Salesforce certified

4 years of property management experience

Type 45 - 50 wpm

Excel building teams: Hire, Train, Retain, Motivate

Excellent people skills

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