Summary
Overview
Work History
Education
Skills
Certification
Languages
Affiliations
Accomplishments
Timeline
Generic

Robert Council

Palatine,IL

Summary

Experienced customer service professional seeking a challenging position in a reputable organization to apply extensive knowledge and skills gained over many years. A results-driven individual with a solid track record in delivering quality work. Known for excellent communication and teamwork abilities, with a commitment to achieving company goals and providing exceptional service. Passionate about continuous learning and professional development.

Overview

41
41
years of professional experience
1
1
Certification

Work History

Internet Response Team/Chat Team/Social Media Team

Verizon Wireless
Elgin, Schaumburg, Rolling Meadows, IL
01.2003 - 03.2023
  • Formulated responses to customer inquiries from verizonwireless.com or written correspondence
  • Live Chat with customers on verizonwireless.com
  • Interpreted and identified the root cause of customers’ issues and provided exceptional solutions
  • Educated our customers on self-serve options for future reference
  • Placed outbound calls to address churn or to complete proper account verification.

Senior Representative (Credit and Activation/Billing)

Verizon Wireless
01.2003 - 03.2023
  • Spearheading the management of consumer accounts as a Customer Advocate
  • Assist Verizon Wireless authorized agents with sales support.
  • Providing continued support to Verizon Wireless's database network.
  • Working on Special Projects for the Credit and Activations Department.
  • Demonstrated expertise in handling billing and credit inquiries for a diverse customer base.

Manager – Network Special Services (Business Department)

SBC/Ameritech
Chicago, IL
01.1993 - 01.2003
  • Performance managed 40 telecommunication specialists
  • Implemented cross-training for technicians
  • Met and exceeded company and ICC service requirements
  • Focused on maximizing customer value through high-quality service
  • Initiated daily awareness sessions with technicians
  • Initiated weekly meetings with the management team
  • Met with external and internal customers to address any service issues
  • Maintained partnership with the local union
  • Adhered to and reinforced the company’s Code of Conduct and EEOC Policy.

Manager – Operator Services

SBC/Ameritech
Chicago, IL
01.1993 - 01.2003
  • Performance managed 80 operators in 2 locations
  • Implemented training courses for new hires – speeding efficiency
  • Initiated special projects, which resulted in better customer service
  • Encouraged “Promotion from within the ranks” with team members.

Operator Services/Service Representative

SBC/Ameritech
Chicago, IL
01.1993 - 01.2003
  • Initiated successful special projects with the management team
  • Suggested new hire training program – increasing efficiency
  • Worked with different departments while on loan
  • Received numerous customer service awards.

Store Manager

Checkers Restaurants
Chicago, IL
01.1992 - 01.1993
  • Exceeded sales projections at various locations
  • Initiated crewmember training program – increasing efficiency
  • Initiated monthly meetings with the management team
  • Mentored crew members interested in management opportunities.

Store Manager

Wendy’s Restaurants
Chicago, IL
01.1990 - 01.1992
  • Assumed duties of General Manager for several stores
  • Initiated crewmember training program
  • Mentored crew members interested in management opportunities.

Non-Commissioned Officer (Sergeant) Active Duty

United States Marine Corps
Various locations
01.1982 - 01.1990
  • Served in various billets in defense of our country
  • Assigned recruiting duty in Chicago as a reenlistment incentive
  • Top Secret Clearance.

Education

Attended classes on military installations while stationed abroad., Classes included Computer Programming, Accounting, and Sociology., Received course completion certificate for Basic Computer Programming. -

North Carolina University/West Texas State
01.1985

Skills

  • Community Engagement
  • Scriptwriting
  • Customer Service
  • Brand Messaging
  • Product and Service Promotion
  • Problem-Solving
  • Interpersonal Skills
  • Attention to Detail
  • Analytical Skills

Certification

  • Verizon Technical Support School completion certificate
  • Verizon Internet Response Team completion certificate
  • Verizon Social Media/Chat Team completion certificate
  • Food Service Manager certificate

Languages

English
Professional

Affiliations

  • Navy Achievement Medal while on active duty in the Marine Corps
  • Marine Corps Good Conduct Medal (MCGCM) (2) while on active duty in the Marine Corps
  • Meritorious Unit Commendation Medal (MUC) while on active duty in the Marine Corps
  • Navy Unit Commendation Medal (NUC) while on active duty in the Marine Corps

Accomplishments

  • Meritorious promotions while on active duty in the Marine Corps
  • Numerous Customer Service awards while at Illinois Bell/Ameritech/SBC/AT&T and Verizon Wireless

Timeline

Internet Response Team/Chat Team/Social Media Team

Verizon Wireless
01.2003 - 03.2023

Senior Representative (Credit and Activation/Billing)

Verizon Wireless
01.2003 - 03.2023

Manager – Network Special Services (Business Department)

SBC/Ameritech
01.1993 - 01.2003

Manager – Operator Services

SBC/Ameritech
01.1993 - 01.2003

Operator Services/Service Representative

SBC/Ameritech
01.1993 - 01.2003

Store Manager

Checkers Restaurants
01.1992 - 01.1993

Store Manager

Wendy’s Restaurants
01.1990 - 01.1992

Non-Commissioned Officer (Sergeant) Active Duty

United States Marine Corps
01.1982 - 01.1990

Attended classes on military installations while stationed abroad., Classes included Computer Programming, Accounting, and Sociology., Received course completion certificate for Basic Computer Programming. -

North Carolina University/West Texas State

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Robert Council