JAMES O’DONNELL

Axis Employment Services

602-***-****

INDUSTRY PROFICIENCIES

Account Management Network Management General Sales Training and Development Operations Management Team Building Telecommunications Customer Service Administrative TECHNICAL KNOWLEDGE

SOP LMOS WFA PROFITEC SARTS/MLT/REACT 2000 TIRKS ICRIS Lotus Notes MS Visio MS Excel MS PowerPoint MS Suite NOTED CONTRIBUTIONS

Maintained or exceeded product and service sales goals

Recognized as a top performer in Sales Performance.

Reduced customer payables by negotiating appropriate repayment schedules. CAREER SYNOPSIS

Pandemic – Covid 19 worked as a paid volunteer until accepting job @ Amazon Amazon Corporate

Fulfillment Center Associate, JUNE 2021 – PRESENT

Ranstad/Wells Fargo

RESEARCH SPECIALIST/CSR, SEPTEMBER 2020 – March 2021

-Communicating with other departments, managers, merchants, or vendors to resolve customer issues

-Enacts all necessary correctional transactions (including monetary and non-monetary actions) using the appropriate methodologies and parties of contact

-Refers matters exceeding levels of authority as appropriate

-Contacts customers to advise them of research outcome and expected resolution steps and timing via phoning and/or corresponding using both ad hoc and standardized letters or electronic media

-May receive occasional inbound customer calls resulting from warm transfers from service operations or from customers with whom they've communicated directly

-Accountable to ensure response to customer regarding all researched matters

-Supplements portal documentation to ensure that research results and actions taken are clearly documented

-Notifies leaders about trending matters and recommends opportunities for improvement RemX / McKesson, Phoenix, AZ

Dec 2019 to Sep 2020

Case worker

Duties and Responsibility:

• Medical Customer Service, handling 50 plus call a day

• Worked with healthcare providers, insurance company and patients to assist with claim.

• Worked with physicians and payers to advocate for product specific coverage. Communicate product benefits and efficacy to positively influence payer policy.

• Effectively respond to escalated issues and complex cases referred from other Reimbursement employees or manufacturer representatives.

PECKHAM, INC. PHOENIX, AZ

Customer Service Representative, April 2016 – December 2019 Received certification as a CSR on the General Information line for U.S. Passports. Proficient in using the companies Knowledge Base Software for call flow efficiency. Educated customers on policies and procedures required to obtain a U.S. Passport. Upheld team direction and team related support. TOTAL TRANSIT D/B/A DISCOUNT CAB, PHOENIX, AZ

Independent Contractor (Driver), November 2013 – Present Provided safe driving service to various clientele throughout Maricopa County. Collected and processed fares based on distance and number of passengers. Completed trip sheets and daily paperwork. Assisted passengers with luggage, shopping bags and other cargo.

TARGET, PHOENIX, AZ

Retail Cashier, July 2013 – December 2013

Provided efficient customer service while maintaining consistent accuracy of cash register, made sure all payment transactions were correct and proficient. Took initiative during slow times to re-stock, or other tasks assigned by the supervisor. Worked as part of a team to resolve guest concerns in a positive and helpful manner. VARIOUS CLIENTS, NY/AZ

Independent IT Consultant, January 2008 – December 2015 Optimize client success by independently supporting customer IT needs. Ensure small business and individual IT effectiveness by installing hardware and software on personal computers, consulting with small businesses, customizing and updating computers, providing expert advice regarding telecommunications equipment, routers, laptops, and local area networking.

Cingular Wireless

Advanced Network Representative, August 2006 – January 2008 Provided customers with advanced wireless product support based upon their needs via incoming call center phone queue. These duties included assisting customers in troubleshooting and configuration of Cingular software such as PC cards, RIM Blackberry, Personal Digital Assistants and laptop computers. Assessed and completed troubleshooting on the Cingular wireless data network (GPRS / EDGE). A T & T, Frederick, MD

Network Engineer (Contractor), March 2005- August 2005 This position was similar to my previous duties as a Network Operations Specialist with Verizon New York, Inc., with added responsibilities for successful integration between Marriot Data Center and its hotel subsidiaries. This position required me to relocate from New York.

Verizon New York, Inc.

IT Planner (Contractor) / Network Operations Specialist August 1982 – January 2002 IT Planner: Responsible for project management of VBill application. Essential duties included providing test verification of any applications that were to be implemented into VBill. Network Operations Specialist: Oversight of central office, telecommunications technicians and customer service personnel as the 24/7 single point of contact. Charged with defining contractual terms and closing on vendor agreements as well as the upkeep of T1’s, fractional T1’s, and T3’s, DSO’s, Cisco routers, and VoIP technology. Monitored payroll authorization, tour scheduling, and call load volume. Conducted digital circuit testing and performed cross-carrier analysis calls in collaboration with other departments. Initiated porting in/out of customers and to other ILEC’s. Supervised the expansion of a business customer base for Bell Atlantic products and services. Monitored payroll authorization, tour scheduling, and call load volume (via ACD) in manager’s absence. Charged with marketing Verizon’s telecommunications features to residential consumers. Monitored payroll authorization, tour scheduling, and call load volume (via ACD) in manager’s absence. Diagnosed and resolved inbound service inquiries, including the testing of analog devices to determine if anomalies were caused by internal or external influences.

EDUCATION

St. John’s University, Jamaica, NY Accounting

Monsignor McClancy High School General Studies

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