Customer Service Call Center

Andrew R. Looney

**** ***** **

Wylie, TX *****

Cell- 972-***-****

Email: ************@*****.***

P R O F E S I O N A L E X P E R I E N C E

Management, Training and Customer Service

Aston Global Inc. * Garland, TX

April 2022 - February 2025

Customer Support Representative

My position has a variety of responsibility. Primarily answering incoming calls for product technical support for Aston Global Inc. frameless shower enclosures and parts. Provide information regarding Aston Global Inc. Duties include answering calls and email for customer that have purchased our products. I assist with customer orders, ensure they have received all that is required to assemble fixtures. We utelize Quikbooks, Teams, and internal email technology . These support tools are used to answer questions about, installation, ordering parts, reviewing concerns with safety, warranty issues, placing orders, creating orders and tracking shipments . I do this by assiting the callers with availabilty and prices. I present and send information over the phone and via email about different models, dimensions, customer service issues, and tracking of their shipments. I work with our Resolution Team, warehouse personel and upper management.

XPS Solutions * Richardson, TX

September 2017 - March 2022

Customer Service Representative

As a representative of XPS Solutions I am dedicated to self storage. Duties include answering calls and chats for centralized sales and support center for self storage properties. providing tenant support. I assist with client's mobile technology and support tools that enable them to compete and win rentals in their market. I do this by assisting the callers with availabilty and prices. I present and send information over the phone and via email about the facility and process reservations.

Iqor * Plano, TX

October 2016 - May 2017

Customer Service Representative

My position had a variety of responsibilities. Answered incoming calls for product technical support for ZTE phones and products. Provided information regarding ZTE.

WIS International * Richardson, TX

April 2015 - August 2016

Manager on Report (Supervisor) Inventory Specialist and Driver

My position had a variety of responsibilities. As a Supervisor and Driver I help with the picking up and delivering of the equipment needed for particular assignment. The job involves traveling across town, to the next town and may involve overnight travel. I drive corporate vans to and from local job sites provided by WIS. I have the opportunity to travel and work in different locations every day. As a Supervisor I was the primary contact with the Client and on location Manager of the store. I am in charge of a team of Inventory Specialists (2-20 depending on event size). Assignments start early mornings, some evenings and most weekends, depending on customers’ needs. The hours vary depending on the area to be worked and the time of year it is. As both an hourly Inventory Associate, Driver and Supervisor, my availability, performance and reliability have all been productive and successful.

Budget Suites of America * Lewisville, TX

November 2014 - March 2015

Night Auditor and CSR

Collect and analyze data to detect deficient controls, duplicated effort, non-compliance with regulations and management policies as it pertains to the daily business of an extended stay motel. Report to management about asset utilization and audit results. Prepare detailed reports on audit findings. Review data about surplus income and expenditures. Examine and evaluate financial information ensure system reliability and data integrity.

CSR duties include:

•Accommodating extended stay motel residents by registering and assigning rooms to guests.

•Issue room keys, transmit and receive messages.

•Keep records of occupied rooms and guest and resident‘s accounts.

•Making and confirming reservations and presenting statements to and collecting payments from residents and departing guests.

Granbury Theatre Company * Granbury, TX

June 2012 - December 2013

Box Office Manager

Box Office Manager duties included administrating the selling and reservations of ticket purchased by patrons. Maintaining and accounting for expenditures relating to the box office. Answering phones and handling walk up customers. Collecting payments in cash, credit and check form. Putting together and adding to the list of patrons in the theatre database. Promotion and marketing of theatrical productions being presented. Contacting and maintaining season ticket holders and their information. Trained office staff on procedures and assisted in preparing programs, schedules, posters and other information and materials.

CONVERGYS * Longview, Texas

June 2007 - February 2012

Trainer and Team Leader (Operations Supervisor)

Trainer

Responsible for representing both Convergys and the client, AT&T Wireless, and U-verse, Southwest Region

Provided New Hire Customer Service and Sales training for classes of 15–25

Engaged in recurring training to the Customer Service Representatives, Team Supervisors and upper Management

Created on the job modules to emphasized customer service, call quality, sales, product knowledge, systems utilization and teamwork

Monitored calls for evaluation, feedback and coaching

Ensured operational team used updated, accurate and consistent information

Lead team meetings and weekly one-on-one meetings with agents and Managers to review work performance

Successfully achieved graduation and transitional goals and requirements

Team Leader (Operations Supervisor)

•Diligently represented both Convergys and the client, AT&T Wireless, Southwest Region

•Provided coaching and mentoring to a team of 15–25 Customer Service Representatives which proper disciplinary actions when required

•Emphasized exceptional customer service, call quality and teamwork

•Monitored calls for evaluation, feedback and coaching

•Ensured team had access to updated, accurate and consistent information

•Lead team meetings and weekly one-on-one individual meetings with agents to review work performance

•Managed escalated calls from client customers to provide quick correction or satisfactory resolution.

Responsible for representing both Convergys and the client, AT&T Wireless, Southwest Region. Provide coaching and development to a team of 15–25 Customer Service Representatives. Emphasize customer service, call quality and teamwork. Monitor calls for evaluation, feedback and coaching. Ensure the team uses updated, accurate and consistent information. Hold team meetings and weekly individual meetings with agents to review work performance. Monitor attendance and schedule adherence. Take escalated calls from Client Customers to provide issue resolution.

TELEPERFORMANCE USA / COMMUNICATIONS & COMMERCE * Salt Lake City, Utah

Team Supervisor

Responsible for representing both TPUSA and the client, Juniper Bank. Provide coaching and development to a team of 15–25 Customer Service Representatives. Emphasize customer service, call quality and teamwork. Monitor calls for evaluation, feedback and coaching. Ensure the team uses updated, accurate and consistent information. Hold team meetings and weekly individual meetings with agents to review work performance. Monitor attendance and scheduled breaks. Take escalated calls from Client Customers to provide issue resolution.

·Worked as Supervisor on two previous projects: Nextel Communications and Shaklee Corporation

·Selected to oversee a group of Technical Support Agents in need of team building, accountability and direction.

· Provide additional Supervisor support to the entire call floor when needed.

·Improved team productivity and quality assurance statistics and exceeded project metrics.

Customer Service Representative

Answered incoming calls for product order entry for Shaklee distributors. Added new members and provided information regarding Shaklee products and services.

·Promoted to Supervisor in under two months

Communications & Commerce was purchased by Teleperformance USA in August of 2002.

SOUTHWEST AIRLINES * Dallas, Texas

Assistant Manager of Reservations, Salt Lake City, Utah

Oversaw Call Center operation of over 800 employees. Directly led a supervisory and support staff of 50 with specific responsibili ty for a team of quality assurance, operational and team supervisors. Guided, directed and evaluated these individuals. Managed a reservation agent staff of 800 - 900 with varied shifts.

· Maintained and supported the transition of the reservation center from Morris Air to Southwest Airlines

· Responsible for variety of special projects, including, training, interviewing and scheduling.

· Headed the Environmental and Safety Committee

Reservations Sales Supervisor, Albuquerque, New Mexico

Managed the operation, including controlling the staffing of the agents, making sure the incoming calls were handled by minimizing overtime and w.o.p. (without pay time that allowed agents to leave without penalty at slow call volume times). Maintained coverage at the console or control center, monitor ing the call volume and any absenteeism. Scheduled supervisor breaks, informed upper management, and manned the outside telephones. Covered the help desk. Scheduled and managed the service coordinators. Provided technical support for the computer system. Monitored sales floor activ ity.

· Directly in charge of a team of 15 - 20 agents.

· Part of select group that traveled around the system to interview potential reservation employees at job fairs.

·Coordinated events including, Christmas gift giving party for a local charity for homeless and abused children and a Customer / Employee Appreciation Day at the Airport.

Reservations Sales Agent, Dallas, Texas

Made flight reservations from incoming calls. Answered questions and up sold the company's services. Recognized for outstanding work performance. Chosen to help agent group with transition to a new program. Worked with training of agents.

· Received six commendations for outstanding Customer Service.

· Maintained perfect reviews on telephone skills and recognized for outstanding work performance.

· Promoted to Supervisor under 1 month from eligibility.

E D U C A T I O N

NORTH TEXAS STATE UNIVERSITY

(Name has since changed to University of North Texas)

Denton, Texas 1987

Bachelor of Arts, Communications (Radio/TV/Film), Major · Theater Arts, Minor

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