LARRY D. RICE

**** *. **** ****** *** Angeles, CA 90007 562-***-**** ady9tf@r.postjobfree.com SYNOPSIS

Skilled and experienced individual with an ability to work in fast-paced environments Seeking a challenging role within my career field Trustworthy, ethical, hardworking, dependable, and committed to superior customer service and conflict resolution Confident, calm, and poised in interactions with individuals at all organizational levels Detail- oriented in managing projects, exercising independent judgment, resolution management, and handling complex situations and complaints Extremely capable of working with little to no supervision to achieve personal and organizational goals Open to change

EXPERIENCE

CITY OF COMPTON WATER Customer Service Representative Jan 2020 – Aug 2020 Compton, CA

§ Assisted water/trash customers via counter, letter, email, phone and fax with all inquiries, payments, repairs, replacements, start & stop of services, general questions and escalations PUBLIC STORAGE Customer Sales Representative Aug 2019 – Dec 2019 Glendale, CA

§ Assisted nationwide customers reserve storage units; provided precise measurements, took slight inventory to provide accurate storage recommendations; exceeded monthly sales goals VIKING CRUISES Customer Relations Case Manager Dec 2017 – Mar 2019 Woodland Hills, CA

§ While always protecting the company reputation, rebuilt trust and strengthened business relationship with guests professionally, respectfully and within a timely manner; provided same day contact for all correspondence; provided 24-hour response once contact was initiated; resolves complex complaints within 24 - 48-hours; core involvement in management situations, public relations support to manage company message, social media complaints and resolutions; resolved issues from emails and letters addressed to senior executive team and escalation support for all other departments; provided resolutions for pre-trip, onboard and post-trip situations and escalations DIRECTV/AT&T Account Representative Retention Specialist OTJ Trainer Jun 2016 – Dec 2017 Los Angeles, CA

§ DirecTV and AT&T sales representative; reviewed plans to fit customer affordability and needs; maximized customer benefits through evaluation of needs vs. wants; collaborated with team members to meet customer experience; saved accounts in cancellation; trained all incoming hires on sales process PECO ENERGY Customer Consultant Emergency Dispatch Trainer Feb 2014 – May 2015 Philadelphia, PA

§ Handled all customer service inquires; provided emergency dispatch response for electrical and gas emergencies; low-income screening to assist with potential benefits and referral services; performed remote reads of electric and gas meters; first Exelon representative to collaborate with Exelon Training Department in Level 3 Evaluation Interview for redesign of Training Program; trained all incoming new hires on customer service process VERIZON COMMUNICATIONS Collections Consultant Quality Assurance Trainer Jan 2008 – Apr 2013 Philadelphia, PA

§ Collected $1M annually in delinquent account balances; increased company growth year over year; provided collections training and implemented procedures to new and tenured associates EDUCATION & CERTIFICATIONS

B.S. BUSINESS MANAGEMENT HR MANAGEMENT FEBRUARY 2014 COLORADO TECHNICAL UNIVERSITY A.S. GENERAL STUDIES INFORMATION TECHNOLOGY FEBRUARY 2014 COLORADO TECHNICAL UNIVERSITY C+ CERTIFICATION C++ CERTIFICATION FIOS TECHNOLOGY CERTIFICATION MOTIVATIONAL TRAINING CERTIFICATION SKILLS & ABILITIES

§ MANAGEMENT 10+ years management experience, Shift Leader to General Store Manager Sunglass Hut International, General Store Manager, 1 year and three months & Assistant Manager, 6 months Pizza Hut Assistant Store Manager, 3 years and 6 months Pizza Hut Shift Manager, 1 year and 6 months Extreme Pizza, Head Shift Leader, 1 year and 3 months Polly’s Pie Bakery & Café, Floor Supervisor, 1 year & Server Trainer, 1 year

§ LEADERSHIP & SPECIAL PROJECT MANAGEMENT Verizon Communications, President, Attendance Committee, initial 3 years of Special Project Trainer, On-the-Job Training at Verizon Communications, PECO Energy and DirecTV/AT&T

Assisted in restructuring training curriculum for new hire training at PECO Energy Quality & Assurance (Q&A) at Verizon Communications, DirecTV/AT&T Sunglass Hut International, Loss Prevention (LP) Specialist for 2 years

§ SALES 10+ years of successful sales experience in restaurant, retail, and tele-sales/call center environments Increased revenue from $300K to $1M in 6-months at Sunglass Hut International Collected $1M annually in delinquent account balances at Verizon Communications

§ COMMUNICATIONS & SPECIAL PROJECTS Provided Monthly Newsletter for company-wide Financial Services Department at Verizon Communications Weekly Newsletters for three (3) Sunglass Hut International Stores

(Manhattan Beach, South Bay Galleria [2 stores])

§ TECHNOLOGY PC & Mac, Proficient Microsoft Office (Word, Excel, Access, PowerPoint) for PC & Mac, Proficient Parallels for PC & Mac, Proficient Numerous company-specific Customer Record Management (CRM) systems, Proficient Collections Database, Proficient Social Media, Proficient Point of Sale (POS) systems, Proficient 10- key, Proficient Final Cut Pro, Working Knowledge Adobe Suite, Working Knowledge Google Suite, Working Knowledge Type 50+ words per minute Timekeeping Motivational Training One-on-One Training, Proficient KEY WORDS & KEY PHRASES

Confident Secure Trustworthy Team Player Independent Goal Oriented Results Driven Leadership Hard Working Management Project Management Dependable Adaptable Analytical Technologically Inclined & Savvy Creatively Inclined Outside the Box Thinker Proficient Above Standards Quality Driven Quality Control Loss Prevention Retention Specialist Case Manager Executive Team Customer Focused Customer Service Customer Retention Critical Thinker