Customer Service Sales

John A. Muschette

781-***-**** *******@***.***

CUSTOMER SERVICE / CLIENT SERVICE

Award winning performer with strong record of consistent contributions to process improvement, cost control and customer satisfaction.

Dynamic, results-driven organizational leader with project management certification. Keen analyst, strategic thinker and decision maker. Acknowledged as a superior customer service provider to enhance client relations, boost revenue and profitability, and ensure loyalty and satisfaction critical in today’s challenging business environments. Articulate and persuasive; skilled negotiator; effective trainer and presenter. Expertise includes customer service, people development, client management and telecom analysis and expense reduction. Trained, motivated and managed 140+ employees; inspired high-performing teams. Cultivated positive and productive relationships with clients, vendors, and management professionals.

CAREER TRACK

TERMINAL SUPPORT REPRESENTATIVE 2010- Present

MERCHANT CONSULTING GROUP Salem, Massachusetts

Coordinated the installation and training of software upgrades for new and /or existing merchants.

Conducted on-site installations and training of POS devices.

Downloaded and tested new equipment for merchants prior to deployment.

Provided up-to-date information concerning new and existing POS devices and software to clients.

Utilized multiple systems to ascertain accurate account balances and payment history.

Resolved client issues in a timely and efficient manner.

COLLECTIONS SPECIALIST 2010- 2010

DELTA MANAGEMENT ASSOCIATES, INC Chelsea, Massachusetts

Negotiated payment arrangements to satisfy delinquent balances within federal guidelines.

Actively performed skip tracing activities through various sources/tools in order to locate borrowers.

Provided pertinent account information and history in order to educate individuals of the seriousness of defaulted accounts.

Ensured timely escalation of problem accounts.

Maintained professionalism and diplomacy at all times.

Adhered to strict security policies and procedures (Federal and Agency Laws)

COMMUNITY RESOURCE SPECIALIST 2005-2008

CITY OF LYNN Lynn, Massachusetts

Served as program coordinator to increase and maintain highly effective relations between residents, business leaders, and local and state governmental agencies.

Co-Led, implemented and coordinated efforts for a Multi-Agency Task Force consisting of the police, fire, health, and building inspectors providing intensive code enforcement of nuisance properties. Significantly improved community health and safety.

Facilitated the planning and execution of community meetings, and assisted in the development and implementation of a community survey to gather information for program planning.

Sponsored, planned and closely assisted in the development and presentation of the Landlord Training Program. Creating community wide impact through education and training.

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Tracked, analyzed and compiled quarterly reports in the areas of disease prevention, drug

overdoses, crime calls, code violations, survey responses, new dwellings, and amount of money invested into the area to support ongoing Federal funding.

Served on the Mayor`s Task Force to develop a 10-year plan to end chronic homelessness in the community.

CLIENT SERVICES MANAGER 2001-2003

PROFIT ENHANCEMENT SERVICES Peabody, Massachusetts

Member of management team for a national telecom consulting and expense reduction firm.

Planned and directed the telecom audit process integrating comprehensive knowledge of local exchange carrier (LEC) products, services and tariffs. Developed and presented customized reports detailing results found and applicable savings to be realized.

Implemented quality standards and controls that improved invoice processing and delivered dramatic cost savings to clients.

Developed telecom spend and inventory & activity analysis; supervised, trained and evaluated the performance of three (3) System Consultants.

Uncovered incorrect billing in excess of $400,000 for local high profile agency.

SALES ENGINEER/TECHNICAL CONSULTANT 2000 - 2001

ADELPHIA BUSINESS SOLUTIONS Boston, Massachusetts

Delivered responsive high quality pre/post sales technical support to Customer Service and Sales Teams.

Designed and implemented voice and data networks; advised on Regional Bell Operating Company (RBOC) products, billing and tariffs.

Developed training packages for Sales personnel; collaborated with vendors to develop solutions for complex technical issues

Researched, responded, and resolved escalated service problems.

Recognized for outstanding performance with the company`s Northeastern Region Technical Consultant Award in 2000

LEARNING CREDENTIALS

Essentials of Human Resource Management/ North Shore Community College, Beverly, Massachusetts

Project Management / Boston University, Boston, Massachusetts

Management Development Program / Babson College, Wellesley, Massachusetts

TECHNICAL PROFICIENCIES

Telecommunications: Centrex Flexpath Voice Mail T1 T3 PRI/ISDN Frame Relay Internet

Software Applications: Microsoft Word, Excel, PowerPoint, Outlook

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