Ronald King
Chicago,IL
Summary
Detailed oriented problem solver with experience in the Telecommunications industry. Responsibilities have included analysis, billing, inventory control and help desk. Quick learner with ability to adapt to rapidly changing situations. Able to train and develop diverse groups with a sense of teamwork. Effective communicator, especially under difficult conditions.
Overview
11
11
years of professional experience
Work History
Travel Consultant
World Travel BTI
Chicago, Illinois
11.2000 - 12.2001
- Developed customized travel plans to meet customer needs and preferences.
- Created itineraries for customers, including flight bookings, car rentals and hotel reservations.
- Assisted customers in making changes to existing itineraries or canceling trips.
- Collaborated with airlines, hotels and other vendors to ensure best rates for customers' trips.
- Maintained an up-to-date knowledge of industry trends, seasonal promotions and available products.
- Processed payments from customers using a variety of methods such as credit cards, cash or checks.
Customer Service Representative
Chicago Tribune
Chicago, IL
10.1998 - 06.2000
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Developed strong relationships with customers by providing personalized assistance and support.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Gathered customer feedback through surveys and used the data to improve customer service.
- Received Promotion to Assistant Supervisor due to my strong ability to handle irate customers by providing Quality Customer Service.
Primary Help Desk Agent/Traffic Analyst
Northern Telecom
Chicago, IL
04.1996 - 08.1997
- Provided technical assistance to customers via telephone and email.
- Assisted in the setup of hardware, software, and network configurations.
- Troubleshot customer issues related to hardware, software, and networks.
- Resolved customer inquiries promptly and accurately.
- Maintained a knowledge base of commonly asked questions and their solutions.
- Evaluated customer feedback to improve help desk services over time.
- Tracked customer satisfaction levels through surveys and other methods of measurement.
- Provided guidance and support on the use of computer systems, applications, or products.
- Monitored performance metrics associated with help desk operations such as response times or call resolutions.
- Trained two employees on Help Desk procedures and provided on-going help with problems.
- Logged Operational Measurement Statistics that assisted five Help Desk groups monitor their volume of calls and response times to increase productivity.
- Trained 4 employees on logging Operational Measurement Statistics.
- Trained an employee on logging Paging System Statistics for five buildings.
Billing Supervisor/Inventory Controller/Primary Help Desk Agent/Traffic Analyst
Northern Telecom
Chicago, IL
02.1994 - 04.1996
- Developed and implemented billing procedures to ensure accurate invoicing and payment collection.
- Assisted in the preparation of annual budgeting process for billing department operations.
- Reviewed customer account information for accuracy prior to submitting invoices for payment approval.
- Resolved customer inquiries regarding invoice discrepancies or past due balances in a timely manner.
- Worked closely with sales team to ensure that all orders are billed correctly prior to shipping goods out.
- Trained five employees on logging statistics & Billing Department procedures.
- Absorbed the tasks of Supervisor when the position was vacated, maintaining duties for almost two years.
- Processed Purchase Orders for more than $1Million worth of Telephone Equipment.
Billing Clerk/Traffic Analyst
Arthur Andersen & Andersen Consulting
Chicago, IL
11.1990 - 03.1994
- Processed invoices and payments accurately and promptly.
- Maintained customer accounts by recording account information, reconciling discrepancies.
- Verified billing data with client contracts to ensure accuracy of invoicing.
- Researched and resolved discrepancies in payment processing.
- Entered information into accounting software systems including QuickBooks and Excel spreadsheets.
- Analyzed customer account records in order to identify any irregularities or inaccuracies.
- Logged weekly statistics for ten Automated Call Distributed groups and Paging Systems for five buildings.
- Designed various Microsoft Excel spreadsheets/graphs for statistics.
- Research information on circuits that were being charged for but not necessary; worked with contracted vendor to save the company $75,000 annually.
Education
Some College (No Degree) - Psychology
University of Iowa
Iowa City, IATimeline
Travel Consultant
World Travel BTI
11.2000 - 12.2001
Customer Service Representative
Chicago Tribune
10.1998 - 06.2000
Primary Help Desk Agent/Traffic Analyst
Northern Telecom
04.1996 - 08.1997
Billing Supervisor/Inventory Controller/Primary Help Desk Agent/Traffic Analyst
Northern Telecom
02.1994 - 04.1996
Billing Clerk/Traffic Analyst
Arthur Andersen & Andersen Consulting
11.1990 - 03.1994
Some College (No Degree) - Psychology
University of Iowa