Summary
Overview
Work History
Education
Skills
Timeline
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Chadwick A. Hornbuckle

Dallas,GA

Summary

Dedicated, highly motivated, self-starting Customer Service professional with a history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure using independent decision-making skills and sound judgment to positively accomplish customer satisfaction while driving profitable results and company success.


Overview

19
19
years of professional experience

Work History

Real Estate Agent

Mark Spain Real Estate
Marietta, GA
06.2021 - Current
  • Educated over 200 clients looking to sell or buy on current market conditions, legal requirements, pricing, and mortgages.
  • Managed contracts, negotiations, and all aspects of sales to finalize purchases and exceed customer expectations.
  • Established positive flow of communication with agents, clients, attorneys, and personnel involved in closing transactions.
  • Prepared and presented contracts and other legal documents to clients.
  • Developed and maintained relationships with clients through networking, postcards, and cold calling.

Escalations Manager

AT&T Port Activation Center
Cedar Town, GA
10.2014 - 06.2021
  • Escalation Management team member that Provided resolution and satisfaction for Office of President emails, escalated customer issues, also conducted fraud investigations concerning customer account privacy
  • Proactively resolved escalated customers complaints with priority on first call resolution
  • Facilitated customer service training for internal teams to share knowledge and experience and improve quality of customer service.
  • Analyzed complex service issues to strategize with internal teams as needed to identify, resolve and provide support for not only customers, but also customer service and sales teams
  • Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
  • Up-sold and cross-sold products and services by promoting additional options to increase sales and revenue.
  • Consistently met and achieved over 100% attainment of strict accountable metrics.

Business Account Manager

Sprint Business Services
Atlanta, GA
04.2014 - 10.2014
  • Utilized solutions-based selling and account management on inbound and outbound sells calls and service calls to grow subscriber base of more than 350 accounts per quarter
  • Analyzed customer needs to identify and customize wireless/voice/data products and services in order to maintain and grow accounts
  • Worked within a team environment and partnered with solutions sales support team to develop account strategy and close business.
  • Managed accounts to retain existing relationships and grow share of business.
  • Resolved problems with high-profile customers to maintain relationships and increase return customer base.

Customer Service Representative

Pharmacy Insurance Administrators
Rome, GA
01.2013 - 01.2014
  • Input patient information into computer system for prescription orders.
  • Coordinated with insurance representatives to process claims and calculate correct co-pay information for patients.
  • Placed follow-up calls to patients to answer questions about prescription product details, also resolved any issues regarding medical insurance
  • Answered questions regarding medication instructions and usage.
  • Maintained records of prescriptions filled for patients by completing pharmacy log and updating customer accounts.

Small Business Sales Consultant

AT&T Small Business Solution Centers
Rome, GA
01.2011 - 01.2013
  • Served as frontline sales telecommunications expert in call center environment to over 900,000 small business customers annually
  • Handled escalated customer contacts to ensure resolution and customer satisfaction
  • Consistently achieved 100-120% attainment of sales target
  • Conducted product research to keep abreast of services offered to reach and surpass sales goals
  • Recognized by upper management and peers for outstanding customer satisfaction.

Marketing/ Sales Supervisor

Siverleaf Resorts
Atlanta, GA
01.2007 - 01.2010
  • Coached, led, and supervised team of over 50 marketing and sales representatives
  • Created and implemented recognition and revenue initiatives within marketing and sales division that led to successfully completing annual sales targets year after year
  • Strongly adhere to company standards and customer relations
  • Developed coaching action plans for everyone on sales team to assist in exceeding organizational goals and targets
  • Handled multiple projects simultaneously, facilitated meetings, organized conference calls, analyzed issues, and interfaced with multiple groups within organization to solve problems.

Construction Project Manager

Lex Capital Group
Atlanta, GA
01.2004 - 01.2007
  • Researched and selected single family investment homes for customers valued up to $500,000
  • Directed day-to-day operational aspects of project and scope and monitored progress of construction activities.
  • Multitasked with strong ability to plan and prioritize complex projects under aggressive timelines
  • Managed rehabilitation of custom single family, reconstructions, additions, remodeling, and tenant improvements projects
  • Verified completed projects met approved time, quality, and cost estimates.

Education

West Central College
Carrollton, GA
2004

Skills

  • Expertly handle VIP level escalations Gather and analyze data to identify, isolate, and resolve issues Proficiently use Microsoft Office to present details and proposed resolutions
  • Change Champion – Approach challenges with discerning and objective perspective to facilitate innovative ideas and policies to help create congenial organizational environment and structure
  • Build and Develop High Performing Teams - Strategically hire and coach sales teams to be persuasive communicators, tenacious negotiators, and successful closers
  • Focuses on Results - Analyze data to identify trends within the company’s customer base, sales, and profits & losses to observe the behaviors that affect the organization

Timeline

Real Estate Agent

Mark Spain Real Estate
06.2021 - Current

Escalations Manager

AT&T Port Activation Center
10.2014 - 06.2021

Business Account Manager

Sprint Business Services
04.2014 - 10.2014

Customer Service Representative

Pharmacy Insurance Administrators
01.2013 - 01.2014

Small Business Sales Consultant

AT&T Small Business Solution Centers
01.2011 - 01.2013

Marketing/ Sales Supervisor

Siverleaf Resorts
01.2007 - 01.2010

Construction Project Manager

Lex Capital Group
01.2004 - 01.2007

West Central College

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