Tim Fuqua
Cincinnati,OH
Summary
Resourceful Customer Service Specialist offering expertise in problem-solving, data analysis and customer service. Adept at quickly learning and adapting to new technologies and processes for driving business success. Proven track record of successfully managing multiple clients and developing strong relationships. Able and willing to assist co-workers, supervisors, and clients in a cooperative manner. Possess excellent verbal and written interpersonal communication skills. Proven ability to work in a fast paced, demanding environment.
Overview
27
27
years of professional experience
Work History
Liquidation/Damages Specialist
Vantiv/Worldpay
12.2013 - Current
- Followed all company policies and procedures to deliver quality work.
- Listened and responded to customer requests and forwarded necessary information to superiors.
- Interpreted clients' needs and introduced services to fit specific requirements.
- Collections of damages/outstanding liabilities incurred by the merchant when they discontinuing processing credit cards via their contract with Vantiv/Worldpay.
- Maintained current understanding of market conditions, compliance standards and best practices.
- Collected, arranged, and input information into database system.
- Gathered, organized and input information into digital database.
- Helped meet changing demands by recommending improvements to business systems or procedures.
Account Manager/Sales Representative
Capital Drug
01.2013 - 10.2013
- Addressed problems with accounting, billing, and service delivery to maintain and enhance client satisfaction.
- Built and strengthened long-lasting client relationships based on accurate price quotes and customer-centric terms.
- Evaluated client needs and suggested tailored solutions to increase positive customer ratings.
- Educated clients on new products or services to increase customer engagement with brand.
- Cold calling independent pharmacies and pharmaceutical companies for the purpose of selling generic and brand name drugs.
- Set clear sales goals to identify activities and behaviors to advance sales process and close deals.
- Reviewed and mitigated discrepancies to increase sales, reduce costs and streamline processes.
- Built relationships with customers to promote long term business growth.
Customer Service Representative
Time Warner Cable
11.2011 - 08.2012
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services, and company information.
- Processed customer service orders promptly to increase customer satisfaction.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Tracked customer service cases and updated service software with customer information.
- Utilized customer service software to manage interactions and track customer satisfaction.
P&G Professional Duracell/Procell Internal Account
Convergys Corp.
12.2009 - 11.2011
- Skilled at working independently and collaboratively in a team environment.
- Self-motivated, with a strong sense of personal responsibility.
- Proven ability to learn quickly and adapt to new situations.
- Worked well in a team setting, providing support and guidance.
- Proved successful working within tight deadlines and a fast-paced environment.
- Strengthened communication skills through regular interactions with others.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Participated in team projects, demonstrating an ability to work collaboratively and effectively.
Intern (Part-Time)
WKRP TV25
04.2006 - 05.2009
- Analyzed problems and worked with teams to develop solutions.
- Sorted and organized files, spreadsheets, and reports.
- Participated in workshops and presentations related to projects to gain knowledge.
- Interacted with customers by phone, email, or in-person to provide information.
Account Manager, Inside Sales
Cincinnati Enquirer/Community Press
07.2007 - 03.2009
- Addressed problems with accounting, billing, and service delivery to maintain and enhance client satisfaction.
- Built and strengthened long-lasting client relationships based on accurate price quotes and customer-centric terms.
- Educated clients on new products or services to increase customer engagement with brand.
- Facilitated client satisfaction and renewed customer relations to drive growth.
- Evaluated client needs and developed tailored solutions to increase positive customer ratings.
- Monitored and analyzed customer feedback to identify opportunities for improvement.
- Developed and implemented strategies to increase client retention.
- Oversaw new business development to generate sales leads, negotiate client pricing and forecast revenue.
- Liaised with marketing and sales teams to develop targeted campaigns.
- Gained customer trust and confidence by demonstrating compelling, persuasive and composed professional demeanor.
- Performed effectively in self-directed work environment, managing day-to-day operations and decisions.
- Fostered lasting relationships with customers through effective communication and quick response, resulting in long-term loyalty and expanded client base.
- Met with customers to discuss and ascertain needs, tailor solutions and close deals.
- Contributed to team objectives in fast-paced environment.
- Negotiated prices, terms of sales and service agreements.
- Maintained current knowledge of evolving changes in marketplace.
Outbound/Inbound Account Rep.
Convergys
07.1996 - 04.2005
- Collaborated with other departments to address customer needs and service requests.
- Processed client payments and updated accounts.
- Supported customer satisfaction through regular follow-up and communication.
- Increased customer satisfaction ratings through proactive and actionable resolutions to questions, concerns, or challenges.
- Kept detailed records of customer interactions for optimal traceability.
- Contacted customers to assess satisfaction and current needs.
- Negotiated contracts and agreements with clients to achieve favorable terms.
- Developed and implemented strategies to improve customer retention and loyalty.
- Identified and implemented process improvements to maximize efficiency.
- Researched and recommended new products to meet customer needs.
- Served customers with knowledgeable, friendly support at every stage of shopping and purchasing.
- Informed customers of promotions to increase sales productivity and volume.
- Presented professional image consistent with company's brand values.
- Achieved or exceeded company-defined sales quotas.
- Stayed current on company offerings and industry trends.
- Negotiated prices, terms of sales and service agreements.
- Attended monthly sales meetings and quarterly sales trainings.
- Collaborated with managers to provide customer feedback and recommend operational changes to meet emerging trends.
- Increased sales with execution of full sales cycle processing from initial lead processing through conversion and closing.
- Recorded accurate and efficient records in customer database.
- Developed, maintained and utilized diverse client base.
- Kept detailed records of daily activities through online customer database.
- Built diverse and consistent sales portfolio.
Education
Associate of Science - Business Administration
University of Cincinnati
Cincinnati, OHAssociate of Arts - Communication (Radio/Television)
Ohio Center For Broadcasting
Cincinnati, OHSkills
- Sales/Billing
- Analytical
- Excellent Communication & Interpersonal Skills
- Self-Starter
- Teamwork
- Building Rapport
- Troubleshooting
- Cold-Calling
- Public and Media Relations
- Inbound Phone Calls
- Committed to Total Quality Work
- Flexible w/Deadlines
Reading, Music, Politics, and Current Events
Lover of learning. Avid reader of biographies, political science nonfiction, and history. Adept musician (guitar and bass guitar). Interest in politics and keeping up with current events in the political landscape.
Timeline
Liquidation/Damages Specialist
Vantiv/Worldpay
12.2013 - Current
Account Manager/Sales Representative
Capital Drug
01.2013 - 10.2013
Customer Service Representative
Time Warner Cable
11.2011 - 08.2012
P&G Professional Duracell/Procell Internal Account
Convergys Corp.
12.2009 - 11.2011
Account Manager, Inside Sales
Cincinnati Enquirer/Community Press
07.2007 - 03.2009
Intern (Part-Time)
WKRP TV25
04.2006 - 05.2009
Outbound/Inbound Account Rep.
Convergys
07.1996 - 04.2005
Associate of Science - Business Administration
University of Cincinnati
Associate of Arts - Communication (Radio/Television)
Ohio Center For Broadcasting