OBJECTIVE
Seeking a challenging entry level position as a Customer Service Representative, while learning your services. Ultimately utilizing my education and experience to make an immediate impact on your company profits and reputation.
CORE PROFESSIONAL ATTRIBUTES
Customer Friendly
Attention to Detail
DependabilityGood-Natured Attitude
Initiative & Self-MotivatedStrong at Multi-Tasking
Goal OrientatedTeam Member or Work Independently
PROFESSIONAL EXPERIENCE
- Advise and answer clients or customers questions and inquiries
- Communicate technical information on products
- Examine files or documents to obtain information
- Obtain proper information from clients and customers
- Maintain excellent customer service to irate customers
- Compose and deliver letters or correspondence
- Use computers to enter, access or retrieve data
- Strong background with Internet
- Work as a team member or independently
- Crisp, clean phone voice
- Comfortable at working in fast pace high call environment
- Strong will to learn new products and company procedures
- Ability to project professionalism via phone and correspondence
SKILLS & ABILITIES
| Skill Name | Skill Level | Experience |
|---|---|---|
| Customer Service | Expert | 15+ Years |
| Microsoft Excel | Expert | 15+ Years |
| Microsoft Word, PowerPoint and Access | Experienced | 15+ Years |
| Various Reports Types | Expert | 15 Years |
| HTML, XHTML & CSS (Web Design) | Experienced | 15 Years |
| Adobe Photoshop | Experienced | 12 Years |
| Adobe Dreamweaver (Web Design) | Experienced | 8 Years |
| Call Center ACD and IVR/VRU Scripting | Expert | 15 Years |
EMPLOYMENT HISTORY
Web Administrator
Howard Wright Design - Nov. 2007 to Present - Macomb, MI
Manage web environment design, development, deployment, and maintenance activities. Perform testing and quality assurance of web sites and web applications. http://HowardWright.org
Telecommunications Specialist
DPM Consulting, Inc, - May 2009 to Mar. 2010 (Contract) - Troy, MI
- Design or configure voice and data communications systems, supervise installation, and arrange for post-installation service and maintenance.
- Create, edit and distribute Call Center Reports.
| BBDO Detroit Inc., - Troy, MI Telecommunications Systems Administrator
Annual call volumes exceed 3 million on 120 plus active toll free numbers. Conducted training sessions for agent. Worked with Management, Account Executives and outside clients to determine proper systems routings and usage. All lines were in direct support of Chrysler Corporation, LLC. business and consumers services. Interactive Computer Support Specialists (CSR)
Systems Integration Support Specialists
Customer Service Representatives
|
EDUCATION HISTORY
Aspect Communications – 3+ Years of Technical School - Telecommunications Specialists
I have attended several of the Rockwell and Aspect Systems Administrator course over the years. These courses covered the administration and maintenance of various call center technology systems.
Lynda.com - Vocational School Certificate - Web Design & Administration
These are all on line courses in all fields of Technology. This is ongoing training that I have pursued in my free time.
MILITARY HISTORY
US ArmyLight Helicopter Crewmember
Honorable Discharge
CAREER ACHIEVEMENTS
BBDO Detroit, Inc.
ISSUE/SITUATION
Assigned the duties of tracking and paying telephone charges on a dozen inbound Toll Free numbers. I discovered that the usage was not being recorded or tracked and that they did not have a recorded inventory of the Toll Free numbers.
SOLUTION/RESOLUTION
Created, maintained and distributed Microsoft Worksheets/Graphs that tracked all costs and call volumes of each Toll Free number. After 5 years the inventory of Toll Free numbers reached over 200.
OUTCOME/VALUE ADDED
Management and Account Executives were now able to see the progress their client’s accounts on a regular basis.
BBDO Detroit, Inc.
ISSUE/SITUATION
A particular Toll Free number was receiving unnecessary calls. This number was for reporting automotive sales by Sales Agents. Fifty percent of the calls were Sales Agents requesting information on when they were to receive their checks.
SOLUTION/RESOLUTION
Wrote a program that accessed a database where they could get information on when the check was to be issued and how much it was. This was much like calling your bank and requesting you balance using a Touch Tone phone.
OUTCOME/VALUE ADDED
Reduced the call volume by 60% and saving the company approximately $50,000 annually in telephone and staffing expenses.
USS Washington BB56 Associate Unit.
ISSUE/SITUATION
Shipmate Reunion Group did not include 2nd or 3rd generations family members to record and carry on the shipmates histories. The family members did not understand what heroes their Fathers and Grandfathers were during World War 2.
SOLUTION/RESOLUTION
Accumulated email and postal addresses of sons, daughters and grandchildren of the shipmates. Contacted them and invited them to accompany shipmates to future reunions. Conducted meeting at Reunions and encouraged them to enroll as an Associate member. Sent semi-annual newsletter to include ships history, accumulated stories and memorabilia to keep them interested.
OUTCOME/VALUE ADDED
Increased Associate membership by 750% and reunion attendance of 2nd and 3rd generation descendants. The Shipmates received the recognition they so richly deserved.
REFERRALS
“I had the pleasure of working with Howard at BBDO. Howard was a great "go to" person to get the job done. He is very professional and personable, great qualities in the communications field. Attention to detail is another skill of Howard's and I would not hesitate to recommend Howard for a position that utilized these strengths.”Barb Kennedy, Vice President, Dialogue Management Group, A division of BBDO Windsor
“I worked with Howard at BBDO for a number of years. He always brought a positive attitude and a keen intellect to his work. He was known as a "go-to" guy when it came to finding creative solutions to tough problems. He sweats the details and ensures the right outcomes. That's what we're all looking for in business.”
Cliff Sevakis, Account Director, BBDO
“I worked with Howard Wright for a period of 6 years at BBDO Detroit. Howard was a part of BBDO Detroit's Information Technology team, where he supported our 200 seat Marketing Call Center Operation as our telecommunications system administrator. Howard was the call center's central point of contact for all Aspect telephony related matters. This included correcting errors, making system enhancements, or implementing programming changes to accommodate new lines of business. Howard was a pleasure to work with. He was dependable, committed and most importantly, an expert in his field. As a result, I am pleased to offer my support and recommendation to Howard, as he pursues a new employment opportunity. There is no doubt in my mind that Howard's telephony knowledge and experience would make him a valuable asset to any organization's call center.”
Peter Thomas, Director, BBDO Detroit
“When I decided I needed to put my business on the web, I hired Howard Wright to design, implement and manage my web site, www.ypb.bb56.com. It has brought me more clients than I had imagined possible. When I decided to go in a new and scary direction, Howard again came up with creative, effective web design to drive more clients to my door. I highly recommend his services. Shirley Nyikon Your Personal Best Personal Fitness Training”
Shirley Nyikon - (client) Top qualities: Great Results, Good Value, Creative
Hired as a web page designer/moderator in 2006 and hired more than once