Van Farley III
Humble,TX
Summary
- To develop a professional career where I can apply the knowledge, talents and ideas that I have for the company that offers me the opportunity to work showing my integrity, honesty, and commitment to excellence; participating actively in tasks that promote the company’s continuous success.
- Highly personable Customer Service Professional with over 20 years of experience in account management, claims, sales processing, and call-center operations within the telecommunications, collections, and merchant service industries.
- Highly effective in promoting a positive, productive environment.
- Reputation for excellence and high quality service to clients.
- Good eye for detail;
- Well organized, skilled in setting priorities.
- Resourceful and self-confident;
- Can get the job done, and do it well.
- Strong interpersonal and communication skills.
- Remain calm and work well under demanding conditions.
- Strong commitment, vision and leadership.
- Effective problem solver; thorough researcher.
- Well organized and focused in coordinating projects.
- Strong analytical, writing, and research skills.
- Conscientious and thorough with detail.
- Equally effective working independently and in cooperation with others.
- Keen perception for extracting important data.
- Innovative in designing and carrying out projects.
- Highly motivated to achieve set goals.
- Successful in mastering new skills through hands-on experience.
- Skilled and thorough in analyzing problem situations and finding creative solutions.
- Sharp, quick learner; willing to get involved.
- Strength in analyzing, researching, organizing, and problem solving.
- Excellent organizational and communication skills.
Overview
28
28
years of professional experience
Work History
Customer Service Supervisor
City of Houston Public Works
02.2024 - Current
- Led team of customer service representatives, enhancing performance and ensuring adherence to quality standards.
- Monitored key performance indicators, providing actionable insights to improve service delivery and customer satisfaction.
- Conducted regular performance evaluations, fostering a culture of continuous improvement among team members.
- Managed escalations effectively, resolving complex issues quickly while maintaining high levels of professionalism and empathy towards customers.
- Collaborated with cross-functional teams to streamline processes and enhance overall operational effectiveness.
- Provided ongoing feedback to team members, leading to improved communication skills and conflict resolution abilities.
Supervisor of Distribution Operations
Texas Street Media
04.2015 - 02.2024
- Provided delivery of periodicals throughtout the Houston and surrounding areas.
- Familiarity with large account management and complex accounts/clients/sales.
- Ability to successfully retain base business and capitalize on up-selling opportunities.
- Booking, billing, and cash collections for advertising placed through any Greensheet product line.
- Attracted potential customers by answering product and service questions; suggests information about other products and services, and open customer accounts by recording account information.
- Resolve product or service problems by clarifying the customer’s complaint; determine the cause of the problem and selects the best solution to solve the problem.
- Prepare product or service reports by collecting and analyzing customer information.
- Contribute to team effort by accomplishing related results as needed.
- Oversaw distribution operations, ensuring adherence to safety protocols and operational standards.
Accounts Receivable Representative
First Data Merchant Services
11.2008 - 01.2015
- Weekly and monthly reporting to direct supervisor
- Processing monthly delinquency notices per request
- Processing monthly credit memos and the appropriate reporting
- High volume inbound and outbound phone calls to assigned delinquent customers working from an automated telephone dialing system.
- Managing customers on the system report
- Reconciling customer disputes as they pertain to payment of outstanding balances that are due.
- Providing excellent & considerate customer service on all calls.
- Participating in team planning meetings.
- Meeting defined department goals and activity metrics.
- Reconciling discrepancies with clients.
- Obtaining a high percentage of payment secured from delinquent customers.
- Processing adjustments, charge backs, and funding error transfers as needed.
Customer Service Representative
AT&T
07.1997 - 08.2008
- Greeted, transferred, and held calls.
- Built rapport, listened, clarified and managed conversational flow.
- Managed upset customers, conflicts and challenging situations.
- Delivered outstanding service, exceeded expectations and built long-term loyalty.
- Worked in teams and in a self-directed environment.
- Set up new, and transferred existing phone service.
- Offered and upgraded accounts in the areas of phone, satellite, wireless and DSL.
- Built a loyal customer base by using a consultative sales approach.
- Helped customers identify services/products that best suited their needs.
- Balanced and processed all daily transactions, reported a daily record of all sales and quotas.
Education
High School Diploma -
C.E. King High School
Houston, Texas05-1991
Advertising
Texas A & I University
Kingsville, TexasGeneral Studies
San Jacinto College
Houston, TexasSkills
- Problem-solving
- Time management
- Customer service
- Multitasking and organization
- Training and mentoring
Timeline
Customer Service Supervisor
City of Houston Public Works
02.2024 - Current
Supervisor of Distribution Operations
Texas Street Media
04.2015 - 02.2024
Accounts Receivable Representative
First Data Merchant Services
11.2008 - 01.2015
Customer Service Representative
AT&T
07.1997 - 08.2008
High School Diploma -
C.E. King High School
Advertising
Texas A & I University
General Studies
San Jacinto College
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