Customer Service Agent

Michael H. Williams

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

Tullahoma, TN 37388

931-***-****; ********@*******.***

SKILLS:

Proficient in MS Office

Excellent Communication Skills (both oral and written)

Adept Problem Solver

Natural Leader

Extensive Sales Background

Can Easily and Quickly Build Rapport with Customer

EMPLOYMENT HISTORY AND ACCOMPLISHMENTS:

Feb 2014 – Jul 2024 Direct TV/ATT

Worked multiple roles to include dispatch assist, work order modification, and routing coordinator. As dispatch assist, assisted techs and customers with troubleshooting, activating in-home units, closing jobs and placing jobs/accounts on hold. In work order modification, assisted techs and customer modify work orders to ensure customer satisfaction. As routing coordinator, worked closely with the field and area managers to schedule and reschedule jobs, reassign jobs between techs, and adjust jobs to optimize routes in order to maintain a daily completion rate above 85%.

Dec 2013 – Feb 2014 Drive Now

Sales associate responsible for building rapport with perspective buyers to determine their automotive needs. Also responsible for pre-qualifying each buyer buy properly filling out personal and professional data to determine which vehicle they qualify for.

Jul 2009 – Oct 2013 National Pen Company

Telesales Account Manager, in both a transactional and relationship role, responsible for achieving or exceeding sales goals by using directed sales techniques. Have worked in several departments including mail entry, inbound sales, account development, relationship sales and customer service.

From May 2011 to present have performed duties as a customer service agent assisting customers in solving issues with the quality of their products as well as taking payments and assisting the inbound sales department during busy periods. Received award for most improved customer service agent.

From Jan 2010 to May 2011 performed duties as sales rep and customer service rep assisting customers with account problems and issues.

From May 2010 to Dec 2010, on the Australia/New Zealand team, I achieved approximately 150% ($304,502.88) of a 12 month sales goal by maintaining positive contact via phone and email with assigned and referred customers. Team was moved to Ireland for operational control.

From Jan 2010 to April 2010 performed duties as a customer relationship rep and was moved to the Australia New Zealand team to specialize in overseas sales.

From July 2009 till Jan 2010 performed duties as account development rep and sales rep and was promoted to customer relationship rep.

I have consistently been a team player that other teammates come to for advice and assistance.

Nov 2007 – Mar 2021 US Army Reserve

Career counselor responsible for insuring unit continuity by retaining current soldiers and recruiting former soldiers back into the reserves with specific skill sets to the unit of assignment. Chemical Company Platoon Sergeant responsible for individual and group leadership and training of 20 soldiers. Chemical Biological Radiological Nuclear (CBRN) instructor responsible for military occupational specialty (MOS) training for career soldiers transferring from original MOS to CBRN MOS.

From August of 2017 performed duties as primary and assistant instructor at the CBRN academy in Ft. Leanard Wood, MO. Responsible for training soldiers in 3 training cycles to transition from original MOS to CBRN soldiers, with 100% first time pass rate of 120 soldiers.

From September 2010 to present performed duties as a Platoon Sergeant in a Chemical unit and have been responsible for training soldiers in common soldier tasks as well as job proficiency skills.

From Nov 2007 to September 2010 retained 10 first term soldiers and 6 career soldiers in their current positions enabling in excess of $75,000 in bonus and incentives to be paid out

Assisted over 100 soldiers in career path development and career advancement

Sept 2006 – July 2009 High Caliber Services

Quality inspector responsible for inspecting pre-production auto parts for adherence to specifications and quality in perform ability and help increase customer base thru professionalism and performance.

Had 100% inspection success with no failures in over 5100 inspection hours.

Because of performance and leadership, was promoted from inspector to operations manager over inspectors with more field experience.

Trained, mentored and managed inspection teams of up to 20 personnel in production plant and warehouse facilities. Rewrote and developed new hire training policies and procedures.

Became the preferred point of contact for much of the customer base and increased operational hours though dependability and trust.

Feb 2006 – Sept 2006 Independent Insurance Sales

Independent Insurance Agent responsible for providing individual and small businesses with Life, Health and Health Supplemental insurance.

Jan 2005 – Feb 2006 LifeAid Medical Equipment

Pain management consultant responsible for the distribution of pain management systems to patients and training the patient to use the systems. Salesman responsible for meeting with physicians to increase usage of the systems and services we provided.

Distributed to patients and trained them on the usage of approximately 25 pain management systems per month for 13 months

Added LifeAid Medical to the referral list of 13 physicians and health care providers resulting in approximately 2% monthly sales increase.

Mar 2004 – Jan 2005 Aaron’s Sales and Lease

Sales Manager responsible for in store sales and grass roots marketing to increase rental and retail customer base.

Increased rental customer base by approximately 7% which resulted in a revenue increase of $4000 - $7000 per month.

Responsible for the day to day training and leadership of five sales and delivery personnel for customer interaction and sales techniques.

Aug 2002 – Mar 2004 Mid-South Uniform

Uniform and dust control route service driver responsible for servicing existing customers and increasing customer base through referrals and cold calls. Service Supervisor responsible for the training of new drivers and the day to day management of ten uniform and dust control route drivers.

Increased individual route by 5% resulting in additional revenue of $11,000 per month.

Because of performance and willingness to adapt to constantly changing conditions, was promoted from driver to service supervisor in less than six months with the company.

As service supervisor, decreased credits on each route by 3% and decreased re-bills by 5%. Trained new drivers in route operations and company policies.

Mar 2002 – Aug 2002 ExpoSouth

Vice President of sales responsible for developing and implementing expose and entertainment plans for a ground floor company. Company was dissolved after five months because President of company was arrested for embezzlement from the parent company.

July 2000 – Mar 2002 The Tullahoma News

Internet Advertising Sales Rep responsible for selling ad spots for an online newspaper product through referrals and cold calling. Special Events Coordinator and Circulation Rep responsible for increasing circulation of news paper by developing positive popular opinion and special event marketing campaigns.

Increased monthly revenue by $3000 per month by online ad sales.

Increased hard copy circulation by 3% through utilization of special event marketing.

During 50th anniversary celebration of Tullahoma, Tn, turned a two day profit of $7000 by selling special edition newspapers and targeted souvenirs.

Feb 1999 – July 2000 National Linen Service

Dust control route service driver responsible for servicing existing customers and increasing customer base through referrals and cold calls.

Sept 1989 – Jan 1999 United States Army

Intelligence analyst responsible for analyzing gathered information and writing intelligence reports and developing intelligence briefings for dissemination up to Three Star General. Counterintelligence Agent responsible for gathering information, writing intelligence reports, conducting security clearance investigations, and performing quality control on reports and dossiers. Company Traning NCO responsible for overall combat readiness of Counterintelligence company in Republic of Korea. Vice President of Korean American Cowboy Association responsible for event marketing, event production, event safety, and sales of association souvenirs.

Analyzed countless hours of gathered information for a real world mission in Somalia. and wrote daily intelligence reports and briefings for the theater commander.

Developed recon and collection plans for a real world mission in Somalia.

Became in house expert for physical security plans and personnel security maintenance. Trained subordinate units in security policies and procedures to assist them in day to day operations and to maintain command readiness

Received numerous awards and recognition for technical and tactical proficiency and performance.

Conducted non-classified source operations that resulted in 12 reports published at the national level.

Responsible for quality control of personnel security dossiers resulting in more than 200 security clearances being granted in a timely manner.

As company training NCO was responsible for the quarterly and yearly training of approximately 80 soldiers to maintain combat readiness.

Was promoted ahead of peers to the rank of E-6

From 1996 to 1998 was the Vice President of the Korean American Cowboy Association and banked in excess of $300,000 USD through marketing, merchandising, and selling of advertising/sponsorship packages for bull-rider only rodeos in the Republic of Korea.

EDUCATION:

1983 – 1987 Tullahoma High School, Tullahoma Tennessee, Graduate in General Studies

1987 – 1989 Motlow State Community College, Tullahoma Tennessee, Non-Graduate in Communications

1996 – 1997 Defense Language Institute, Monterey California, Graduate in Basic Korean

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