Customer Service Sales

Charles A. Blake

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

Stone Mountain, Georgia

404-***-****(Cell)

770-***-****(Home)

***************@*******.***

Objective:

Seeking a responsible position in a Customer Care/Support Environment.

Summary:

Fortune 500 experience with expertise in account management and customer service.

Experienced in sales, billing, order management, technical support and managing multiple tasks

stressing customer satisfaction in a team environment.

Logical Choice Technologies: Lawrenceville, Georgia

Education Group Consultant April 2009 – June 2011

• Managed College, District and School level accounts by making outbound calls to Technology Directors/Coordinators, Curriculum Directors, Assistant Superintendents Principals, Architects/Engineers and Campus Facilities Directors.

• Assisted Account Managers by coordinating/scheduling demonstrations via Call Management Demo work flow process to showTechnology Activboards and software.

• Assisted in selling hardware/software on Interactive White Boards(Promethean) and Campus Security products in selected territories(Al, VA, CA, NY, PA, IN).

• Assisted in increasing revenue through various campaigns and Technology Conferences by driving attendance and turnkey solution(Sale, Installs and Training).

• Created/built accounts, views and complete weekly reports to Sales Director.

• Used Salesforce, Outlook 2010, SQL, Windows 7, Excel 5.0 and Internet Explorer.

Photo Real(Sub-Contractor): Atlanta, Georgia

Real Estate Photographer January 2008 – March 2009

• Managed MLS Listings in a territory for the Board of Regents/Agents

• Assisted Remax, Keller Williams, Coldwell Banker and several others by providing quality professional photos of residential and commercial properties in Henry County.

• Uploaded the photos via the internet for potential Client sales.

IBM(Contractor): Marietta, Georgia

Technical Support Representative June 2006 – August 2007

• Received incoming calls on POS retail equipment problems(Call Center-50 per day).

• Assisted in troubleshooting power supply, hardrives, system boards, printers, cash drawers, tills, keyboards, scanners, Kiosk, IBM sure POS 700, 500, 300 monitor series and displays/periphals.

• Assisted in break/fix solutions by working out of a queue and creating trouble tickets and dispatched to technicians for resolution.

• Assisted clients such as Krogers, Sears and Wendy’s(Time Clock/BumpBar). Used Lotus Notes, Clarify, NSS/CAD and TKBS Knowledge based systems.

RBS Lynk/Citizens(Contractor) Roswell, Georgia

ATM Helpdesk Support Representative January 2005 – February 2006

• Received incoming ATM problem calls from merchants, cardholders and 3rd party service organizations. Initiating and monitor calls to first line or second line maintenance companies for no communications /no activity status(Kmarts, Walmarts,ect.) on NCR and Diebold ATMs.

• Explaining to merchants how to perform ATM closeout functions.

• Determining need for an ATM to be programmed or given a new download.

• Assisted callers with new install from programming the terminal to entering

DES keys. Handling all inquires from ISO’s/Distributors on equipment and software.

Atlanta Online Advertising/Software: Atlanta, Georgia

Customer Service/Sales Representative April 2000 – December 2004

• Received incoming/outbound calls from clients that inquired about having a web site designed.

• Sold computers and upgrade services

• Assisted in business development, sales, order administration and customer billing.

• Used Outlook, Excel, Windows 2000/2003 and Windows XP.

IBM(Contractor): Y2K Project Marietta, Georgia

Hardware Coordinator September 1999 – March 2000

• Received incoming calls(80 plus internal/external)on equipment problems.

• Assisted in problem determination and troubleshooting on software, printers, A/S 400, RISC 6000, Thinkpads and POS equipment.

• Achieved 98 – 100% quality attainment.

• Successfully scheduled trouble tickets and dispatched Customer Engineers for repair.

• Used Remedy, NSS/CAD systems and Lotus Notes.

Lucent Technologies(formally AT&T): Norcross, Georgia

Account Management/Sales Support September 1990 – July 1999

• Team Leader Call center environment. Managed fortune 500 major business accounts by providing customer service on technical large business accounts via incoming/outbound calls(50-80) through PBX telephone switches,i.e. System 75/85, Definity G1-G3i Support.

• Assisted Sales Managers, Project Managers, Account Executives, Design Specialists and Field Services with provisioning, maintenance sales, project upgrades, network services pricing/quotes(voice/data equipment) ISDN, PRI and contract preparation.

• Resolved billing, order and contract discrepancies, created time/material accounts.

• Achieved 98 – 100% quality attainment.

• Achieved 95 – 100% sales quotas.

• Achieved 95 – 100% order/billing accuracy.

• Selected team leader of billing process improvement team.

• Contributed an average of 300,000 per month in sales order revenue

• Trained new and transfer employees.

• Used SAP, ATTOMS, Windows 2003, Excel, DOSS, CBS, Micro-Soft project, Windows NT/XP, UNIX, Oracle and Internet Explorer.

AT&T Communications: Dunwoody, Georgia

Account Representative June 1988 – August 1990

• Received incoming calls(80-100)about inquires and disputes on network accounts.

• Processed adjustments, debits, winback accounts and OCP/bill reconciliations.

• Sold optional calling cards, calling plans designed for customer cost efficiency.

• Achieved more than 100% of sales quotas.

• Received several awards for outstanding customer satisfaction.

• Trained new employees.

Education:

Xavier University of Louisiana New Orleans, Louisiana

BS - Computer Information Systems 1987

References: available upon request

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