Customer Service Quality Assurance

Anthony J Phillips

**** **** **, ******** **, ***54 ● Mobile 513-***-**** ● Email ********@*****.***

Education:

Bachelor of Science Communications

Ohio University, Athens, OH – 2007

Employment History:

Consultant, Prestige Motorsport - Wilmington, OH (June 2010 - Current)

• Established and maintain inventory and customer records.

• Manage company bank account and expenses.

• Designed company print ad and created internet advertisement template.

• Perform duties of Internet Sales by responding to internet leads and maintaining a mailing list.

• Attend auctions to inspect and purchase stock as well as assist in transporting.

Support Specialist, Reynolds & Reynolds – Kettering, OH (Dec. 2007 – June 2010)

• Mastered troubleshooting 3 CRM tools with the highest First Call Resolution in my group (95%).

• Learned the role and procedures of 2nd level analysts within first 6 months of employment.

• Trained automotive dealership employees via phone on using Customer Relationship Management software.

• Trained new employees on phone soft skills, product troubleshooting, and how to write up service event tickets using Powerhelp software.

• Cleared a backlog of Custom Request reports that were 9 to 18 months old, communicated with customers regarding delayed response and assisted them with new process.

• Handled manager escalation calls in regards to networking and performance issues.

• Researched the ADF/XML code used by internet companies to assist customers with related issues and contacted well-known companies such as AutoTrader to resolve their coding issues.

• Authored "How-To" documentation used as a template for troubleshooting and escalating several caller-reported issues to product development.

• Tested product patches before releases in QA department and wrote up step by step Product Modification Requests to development.

Sales Associate, Kohl’s – Lebanon, OH (Sept. 2007 – Dec. 2007)

• Provided customer service and sales.

Producer/Intern, WDTN, Channel 2 TV Station – Moraine, OH (June 2007 – Sept. 2007)

• Researched news stories.

• Wrote script for the anchors of the 11 o’clock news.

• Organized and blocked half hour news program using iNEWS software.

Quality Assurance, General Motors Truck & Bus – Moraine, OH (June 2004 – Sept. 2004)

• Inspected vehicles.

• Ran diagnostic tests on vehicle electronics.

• Filled out reports on vehicles to be repaired before shipping.

Advanced Computer/Software Skills:

~90 WPM, Mac OS X, Windows 95/XP, Microsoft Office, Adobe Photoshop v7, CS2, and CS3, Powerhelp, Avaya, Contact Management, Ford Direct Salespoint, LSI, iNEWS, Pro Tools HD, ERA

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