Materials Handler with Customer Support Expertise

Vernus Stephen Bailey Jr.

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

Albuquerque, NM 87120

Cell Phone 505-***-****

E-Mail: ***************@*****.***

Objective- To obtain a position through Kelly Services as Materials Handler. Education-

(Graduated 2014) Special Education, B.S.Ed. (Dual Licensure Preparation in Elementary Education and Pre-K–12 Special Education),

(Graduated 2021) Educational Technology, M.S. Ed.

Experience-

Sprint Call Center (Phones)-CSR/Trainer, Rio Rancho, NM, 1999-2004.

● Handled customer’s issues with bills, handset issues, and placing orders.

● Supported new hires in learning the ins and outs of customer service for Sprint. E-Telecare Call Center (Phones)-Supervisor/CSR, Rio Rancho, NM, 2004-2007

● Processed warranty for phones.

● Provided troubleshooting on devices

● Managed a Escalation Team

● Trained Employees

● Took Supervisor Calls

● Provided training and feedback to agents through chat. JC Penney Call Center (Phones)- CSR/Credit/CI, Rio Rancho, NM, 2007-2010.

● Processed Customers Orders

● Handled Credit Disputes

● Took Escalated Calls

JC Penny Store, Albuquerque NM, 2011-2013.

● Assisted customers with locating merchandise.

● Answered the phone and greeted customers

● Assisted customers with ringing them out and handling money transactions. Resource Teacher/Cross Category, Atrisco Elementary School, Albuquerque, New Mexico, 2014-2015.

● Oversaw the safety and care of the children

● Implemented the lesson plan for the teacher

● Administered math assessments

● Graded presentations

Kelly Services, work at home I-Tunes Campagne, 2015-2016.

● Assisted customers with billing issues in their I-Tunes account.

● Did basic troubleshooting on devices.

● Investigated possible fraud on customers account. Xerox, Tier 1 Technical Supoort, Work from Home AHA, 2016.

● Assisting customers over the phone with troubleshooting devices, computers, and electronic devices.

● Maneuvering through 4-5 different programs to assist customers with their issues.

● Work with customers to unlock and reset account information. Educational Assistant at Ernie Pyle Middle School in Special Education, Albuquerque New Mexico, 2016.

● Oversaw the safety and care of the children

● Implemented the lesson plan for the teacher

● Administered math assessments

● Graded presentations

Convergys-Technical Level 2 (Chat), Rio Rancho, NM, 2016-2017.

● Assisting customers through chat in troubleshooting their devices.

● Walked customers through how to view their bills, make payments, educate on self service options, and remote into their phones to assist with difficult problems.

● Handled two chats with customers at the same time while working under a 20 minute AHT for resolution.

Carenet Health Services, Call Center, Albuquerque New Mexico, 2017-2020.

● Assisted clients with insurance questions and signing up for different companies insurance plans.

● Setup clients with transportation needs to appointments and obtaining prescriptions.

Pearson Educational Scoring, Remote, 2020-2025.

● Worked on projects of scoring standardized state tests. Worked on subjects Reading, Writing, and Science. Worked on grades 3-8.

● Worked on both test scoring and advanced test practice. Work Experience-

● Managed 20-40 people for 6 years in Call Centers.

● Assisted training for 2 years in Call Centers and Solo Trained for 2.5 years in Call Centers.

● Have worked for over 10 years in Customer Service Positions.

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