Work History
Summary
Overview
Education
Skills
Accomplishments
Certification
Timeline
CustomerServiceRepresentative

Richard M James

Customer Service Representative
San Tan Valley,AZ

Work History

Customer Loyalty Specialist

AT&T
Mesa, Arizona
12.2019 - 05.2022
  • Worked with multiple screens and programs to resolve customer issues.
  • Provided excellent customer service and provided answers to client questions within set standards.
  • Utilized inbound and outbound telephone techniques to solidify and build client relationships.
  • Worked cross-functionally with various members of Miscellaneous teams.
  • Interpreted contracts and communicated terms and conditions.
  • Adhered to appropriate legal scripting when required.
  • Developed product demonstrations and presentations for customers.
  • Investigated and resolved customer inquiries and complaints quickly.

Customer Service Representative

Humana Pharmacy
Tempe, Arizona
06.2018 - 11.2019
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Recommended products to customers, thoroughly explaining details.

Fraud Prevention Analyst

Macy's
Tempe, Arizona
06.2015 - 06.2018
  • Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity.
  • Analyzed large amounts of data to find patterns of fraud and anomalies.
  • Contacted customers directly to notify of fraudulent activity and minimize impacts.
  • Collaborated with team members to discuss fraud trends and brainstorm methods to combat this type of crime.

New Member Solutions

USAA Insurance/Financial
Phoenix, AZ
04.2014 - 05.2015
  • Calculate premiums and established payment methods for sales.
  • Managed over 35 calls per day with positive resolutions for account holders.
  • Identified and solicited sales prospects in agency databases.
  • Modeled exceptional customer service skills and appropriate diagnostic sales techniques.
  • Calculated quotes and educated potential clients on insurance options.
  • Collected all premiums on or before effective date of coverage.
  • Contributed ideas and offered constructive feedback at weekly sales and training meetings.

Customer Service / Technical Support

Verizon Wireless
Chandler, AZ
02.2002 - 04.2014
  • Answered average of 38 calls per day by addressing customer inquiries, solving problems and providing new product information.
  • Described products to account holders and accurately explained details and care of merchandise.
  • Provided elevated customer experience to generate loyal clientele.
  • Developed reputation as efficient service provider with high levels of accuracy.
  • Investigated and resolved customer inquiries and complaints in timely and empathetic manner.
  • Ensured superior customer experience by addressing customer concerns, demonstrating empathy and resolving problems for technical support issues.
  • Recipient of multiple positive reviews acknowledging dedication to excellent customer service.
  • Learned, referenced and applied product knowledge information.
    Set up and explained new membership contracts.

Summary

Thorough Customer Retention Specialist with 22 years of experience working in Telecommunications / Technology industry. Committed to providing superb customer service efficiently and courteously. Proficient in processing new accounts and explaining new services and products to interested customers.

Overview

20
20
years of professional experience
1
1
Certification

Education

Associate of Arts - Pre-Law

Phillips Junior College
Northridge, California

High School Diploma -

Kentwood High School
Kent, Washington
06.1987

Skills

  • Product Marketing
  • Building Customer Trust and Loyalty
  • Order and Refund Processing
  • Meeting KPIs

Accomplishments

  • Documented and resolved Miscellaneous issues which led to positive results.
  • Achieved Macy's Best Time Management Rewards by completing all tasks with accuracy and efficiency.
  • Achieved completion of Leadership Team Program through effectively helping with team members and leadership achieving completion of miscellaneous projects.

Certification

  • Future Leadership Acknowledgement, Humana Pharmacy - November 2019
  • Best Time Management Rewards, Macy's - June 2018
  • Leadership Team Program, Verizon Wireless - April 2014

Timeline

Customer Loyalty Specialist

AT&T
12.2019 - 05.2022

Customer Service Representative

Humana Pharmacy
06.2018 - 11.2019

Fraud Prevention Analyst

Macy's
06.2015 - 06.2018

New Member Solutions

USAA Insurance/Financial
04.2014 - 05.2015

Customer Service / Technical Support

Verizon Wireless
02.2002 - 04.2014

Associate of Arts - Pre-Law

Phillips Junior College

High School Diploma -

Kentwood High School

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