Customer Service Manager

Terrence Golden

**** ***** ****** ****: 434-***-****

Lynchburg, VA Mobile: 434-***-****

*****-**** *****: ********.******@*****.***

Experienced customer service and account manager: seeking employment within a reputable organization that sponsors and represents solid products and/or services.

Qualifications Summary:

• Powerful telephone skills, able to establish immediate trust and confidence

• Persistent, patient and sensitive to customers needs and apprehensions

• Effectively able to overcome objections and concerns in a calm and convincing manner

• Adept at handling customer complaints and problem solving

• Successful working independently or in a group setting

• Thorough knowledge and understanding of customer service and office procedures

Work Experience:

Technical Support and Accounts Manager, Cincinnati Bell Wireless STARTEK (03/09 - Present)

• Activate new service for new and existing customers

• Assist customers with choosing rate plan and device most beneficial to customers’ needs

• Address all customer concerns regarding rate plan and account billing

• Perform basic and extensive trouble-shooting on malfunctioning cellular devices

Data Entry/ Processor, Bernard C. Harris Publishing (05/03 - 11/08)

• Researched and acquired lists for direct/indirect mailing campaigns

• Retrieved data from inbound/outbound calls

• Input new and/or updated old information for accurate representation in

company catalogues and databases

Customer Service and Sales Representative, MCI Worldcom (07/01 - 03/03)

• Placed outbound solicitation calls to the general public

• Received inbound customer service calls

• Drew up contracts with customers and monitored payments

• Maintained most expected company targets throughout employment

• Researched and resolved customer financial disputes and technical complaints

Package Investigations Assistant/ Claims Processor, APAC U.P.S. Inc. (06/99 - 06/01)

• Tracked progress of packages shipped via U.P.S.

• Collaborated with transit department concerning information on the location of lost packages

• Performed visual inspections of damaged packages via computer

• Maintained and streamlined package information to customers

• Made claim decisions based on condition and content of shipped packages

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