Customer Service Sales
Resume:
Trevis D. Allen
**** ********* ***** • Powder Springs, Georgia 30127
SUMMARY
Dedicated, self-motivated, customer service and sales professional with extensive experience in wireless communications and retail sales. Strengths include problem-solving, the ability to multi-task and deliver on commitments.
PROFESSIONAL EXPERIENCE
SPRINT 2009-Present
Business Customer Service Rep
Audited Business and Government Wireless Activations in a fast changing environment to ensure funding documents, discounts, account charges and price plans were correct per contract.
• Consistently over-achieved department production goals of 100% of team average and quality goals of 95% and SLA of 85%.
• Reviewed contracts to verify discounts and price plans.
• Analyzed and debugged new processes.
• Guided and taught new processes to peers and quality audit team.
• Organized team meetings
• Selected by Management to be a member of pilot test teams for various projects.
• Decreased company revenue losses by Millions of dollars per department calculations.
Verizon Wireless 2000 - 2009
Business Support Center
Responsible for supporting all functions handled in the Business Support Center while effectively managing time in order to successfully meet set targets and handle multiple priorities simultaneously to ensure follow-through to completion.
• Met aggressive daily, weekly and monthly productivity goals.
• Provided support to business customers, including activating equipment, establishing new accounts, and calling plan analysis.
• Researched issues using a wide array of information sources in order to analyze requests for bill credits and determine appropriate action.
• Interfaced with the Sales Team, Information Systems, Marketing and other departments to ensure compliance with process/procedures.
• Contacted customers via email and/or outbound call to advise status of order / correspondence.
• Proactively identified trends and made recommendations to streamline processes and procedures via process improvements.
Wholesale
Responsible for supporting all functions handled in the Wholesale (Reseller) Accounts team.
• Successfully met daily, weekly and monthly targets.
• Supported wholesale customers, including activating new accounts and troubleshooting roaming and local customer issues.
• Worked with the Network Team to ensure resolution of issues.
• Utilized various systems to activate and maintain accounts.
Technical Support
Responsible for providing trouble resolution for all customers on the wireless network.
• Met aggressive daily, weekly and monthly productivity goals.
• Provided technical support for internal and external voice and data product customers.
• Researched hardware and software issues to identify network/applications issues.
• Worked with customers directly to provide detailed information on how to set up/configure data and voice products. Verify provisioning and diagnose device issues.
• Used various department tools and on-line resources to ensure customer resolution.
Trevis D. Allen Page Two
Credit
Responsible for reviewing credit history of potential customers.
• Activated service for eligible customers upon completion of credit check/review.
• Handled customer inquiries, providing resolution for customers and sales.
• Acted as liaison between sales and customers, as needed.
Youngtown 1993 - 2000
Sales Manager
Responsible for managing a staff of sales associates in order to meet/exceed sales targets, ensuring customer satisfaction of all customer issues and concerns.
• Supervised sales associates.
• Trained and motivated all store personnel on pricing, products and services offered.
• Administered pricing and inventory controls for all store products.
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