Timothy W. Wickline
Roanoke,VA
Summary
Accomplished professional with extensive experience at R&B Communications/Ntelos/Lumos, excelling in customer retention and sales. Proven track record in achieving sales goals and contract renewals. Skilled in Microsoft Windows and Excel, with strong negotiation abilities. Consistently exceeded performance expectations, demonstrating exceptional problem-solving and communication skills.
Overview
40
40
years of professional experience
Work History
SENIOR CUSTOMER CARE SPECIALIST
R&B Communications/Ntelos/Lumos
Daleville, VA
08.2009 - 01.2026
- Received incoming customer calls regarding order processing and payments for residential and business services.
- Processed repair calls for all product offerings and submitted trouble tickets to NOC.
- Achieved monthly sales goals, consistently exceeding performance expectations.
- Assisted manager with various special projects as required.
WIRELESS SALES REPRESENTATIVE
R&B Communications/Ntelos/Lumos Networks
Daleville, VA
11.2007 - 08.2009
- Achieved monthly sales quotas by selling all wireless products offered by Ntelos.
- Processed customer payments and managed repair and loaner phone requests efficiently.
- Assisted customers with billing inquiries, service issues, and troubleshooting phone problems.
WIRELINE CUSTOMER RETENTION SPECIALIST
R&B Communications/Ntelos/Lumos Networks
04.2002 - 11.2007
- Managed incoming customer calls for order processing and payment inquiries on residential and business services.
- Processed long-distance vendor changes and 800# provisioning for customer accounts efficiently.
- Negotiated contract renewals, successfully retaining all wireline business accounts without loss.
- Assisted manager and supervisor as necessary to support operational objectives.
ACCOUNTING ASSISTANT/CUSTOMER SERVICE REPRESENTATIVE
R&B Communications/Ntelos/Lumos Networks
09.1999 - 04.2002
- Prepared and proofed invoices for Accounts Payable payment processing.
- Managed Bad Debt Collection, including delinquency calls and returned checks.
- Processed refunds to ensure prompt financial adjustments.
- Assisted with Payroll processing to maintain accurate employee compensation.
CUSTOMER SERVICE REPRESENTATIVE
First Citizens Bank
Roanoke, VA
01.1998 - 09.1999
- Prepare and key adjustments to credit card accounts.
- Process payments.
- Special projects.
- Assist branches with questions as needed.
- Customer Service.
STAFF CLAIM ASSOCIATE
Allstate Insurance Company
Roanoke, VA
09.1995 - 01.1998
- Supervised file rehabilitation to ensure accuracy and completeness of property claims.
- Processed incoming and outgoing mail to optimize workflow efficiency.
- Managed filing and copywork to maintain organized office operations.
- Provided customer service support, addressing inquiries and concerns from policyholders.
- Handled phone communications with prompt response times to enhance satisfaction.
- Networked with local claim offices to secure evidence for collection goals.
- Assisted Claim Representative in subrogation processes through effective team collaboration.
- Maintained a clean and functional office environment.
VOUCHER EXAMINER
General Services Administration
Roanoke, VA
09.1991 - 09.1995
- Examining and verifying of government telephone bills for accuracy and validity.
- Entering changes of inventory from phone bills into computer system.
- Reconciling of accounts on a monthly basis.
- Maintain billing of 6300+ telephone lines.
- Filing.
- Customer Service.
- Assist in preparation of presentation packages.
- Maintaining computer equipment within the office.
AIR EXPRESS DRIVER
United Parcel Service
Roanoke, VA
06.1990 - 03.1994
- Executed timely and orderly pick-up of air parcels along designated routes.
- Delivered air parcels to customers promptly and efficiently.
- Managed 'On Call Air' pick-ups to meet urgent delivery requests.
- Maintained accurate driver pick-up logs and processed billing documents.
- Provided exceptional customer service to address inquiries and resolve issues.
- Served as loader, assisting with parcel handling and transportation logistics.
FLOOR SUPERVISOR
Kroger Company
Roanoke, VA
06.1986 - 08.1991
- Scheduled employee breaks to enhance productivity and morale.
- Provided exceptional customer service to ensure satisfaction.
- Monitored customer checkout processes for efficiency and accuracy.
- Processed bank deposits and maintained accurate financial records as office clerk.
- Counted register tills to ensure cash balance accuracy.
- Closed books weekly, ensuring all transactions were reconciled correctly.
- Collected payments for bad checks, minimizing financial losses.
- Managed rentals of video and steam machines, optimizing inventory turnover.
Education
AAS - BUSINESS MANAGEMENT
Virginia Western Community College
Roanoke, VA05.1991
HIGH SCHOOL DIPLOMA - Roanoke, VA
Northside High School
Roanoke, VA06.1988
VOCATIONAL CERTIFICATE - DATA PROCESSING
Arnold R. Burton Technology Center
Salem, VA06.1988
Skills
- Microsoft Windows operating systems
- Excel and Word proficiency
- Internet Explorer and Access
- ICMS billing system expertise
- AS400 experience
- 10-key calculator skills
- Fax and photocopier operation
References
Available upon request.
Activities
- Received Circle Of Excellence Award for 1st Qtr 2012 in Wireline Customer Service.
- Received numerous CORE Value Awards for Team Work & Customer First.
- Received Top Sales Award at Ntelos Town Square for April, June, December 2008.
- Received Employee Of The Month twice in 2002 for Wireline Customer Care Representative.
- Received Employee Of The Month once in 2003 for Wireline Customer Care Representative.
- Received 1 Highly Successful and 3 Outstanding Employee Service Performance Awards from General Services Administration.
- Awards: Data Processing Student of the Year Arnold R. Burton Technology Center, June, 1988.
- 1st Place in VA-TECH Regional FBLA for Data Processing, Feb, 1988.
- Roanoke Kiwanis Club for Data Processing High School Competition, May, 1988.
- Participated in Future Business Leaders of America in Junior and Senior High School.
- Previously involved with youth group and summer camp counseling programs in local church.
Timeline
SENIOR CUSTOMER CARE SPECIALIST
R&B Communications/Ntelos/Lumos
08.2009 - 01.2026
WIRELESS SALES REPRESENTATIVE
R&B Communications/Ntelos/Lumos Networks
11.2007 - 08.2009
WIRELINE CUSTOMER RETENTION SPECIALIST
R&B Communications/Ntelos/Lumos Networks
04.2002 - 11.2007
ACCOUNTING ASSISTANT/CUSTOMER SERVICE REPRESENTATIVE
R&B Communications/Ntelos/Lumos Networks
09.1999 - 04.2002
CUSTOMER SERVICE REPRESENTATIVE
First Citizens Bank
01.1998 - 09.1999
STAFF CLAIM ASSOCIATE
Allstate Insurance Company
09.1995 - 01.1998
VOUCHER EXAMINER
General Services Administration
09.1991 - 09.1995
AIR EXPRESS DRIVER
United Parcel Service
06.1990 - 03.1994
FLOOR SUPERVISOR
Kroger Company
06.1986 - 08.1991
AAS - BUSINESS MANAGEMENT
Virginia Western Community College
HIGH SCHOOL DIPLOMA - Roanoke, VA
Northside High School
VOCATIONAL CERTIFICATE - DATA PROCESSING
Arnold R. Burton Technology Center