Summary
Overview
Work History
Education
Skills
Affiliations
Timeline
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William Surran

Hampden,ME

Summary

Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues.

Overview

9
9
years of professional experience

Work History

Sales and Service Manager

Bank of America
Amherst, MA
10.2010 - 09.2015
  • Developed and implemented strategies for increasing customer satisfaction.
  • Resolved escalated customer complaints in a timely manner.
  • Upheld quality control policies and procedures to increase customer satisfaction.
  • Assessed needs for varied financial solutions among clientele.
  • Developed strategies to increase sales of financial products and services.

Call Center Representative

TD Bank
Springfield, MA
08.2009 - 09.2010
  • Stayed current on relevant product and service offerings as well as competitor pricing models.
  • Participated in daily huddles with team members in order to discuss common goals and objectives.
  • Answered incoming calls from customers and provided assistance with product inquiries, billing questions, and other customer service related issues.
  • Resolved customer complaints in a timely manner to ensure customer satisfaction.

General Manager

Aaron's Sales and Lease
Chesapeake, VA
11.2006 - 05.2009
  • Developed and implemented operational strategies to improve efficiency, reduce costs and maximize customer satisfaction.
  • Established and maintained effective communication with staff members to ensure efficient operations.
  • Managed all aspects of daily business operations including budgeting, staffing, scheduling, inventory control, customer service and sales.
  • Implemented employee recognition programs to motivate staff members towards achieving organizational goals.

Education

High School Diploma -

Tewksbury Memorial High School
Tewksbury, MA
06-2001

Some College (No Degree) - Mathematics

University of Massachusetts, Amherst
Amherst, MA

Skills

  • Staffing coordination
  • Complaint resolution
  • Superior computer skills
  • Feedback collection
  • Effective workflow management
  • Excellent time management skills
  • Tactful and diplomatic

Affiliations

  • Boys High School Soccer Coach Hampden Academy (2022-Present)
  • Brewer Youth Hockey Scheduler (2017-Present)
  • Maine Amature Hockey Association State Travel Hockey Director (2024-Present)

Timeline

Sales and Service Manager

Bank of America
10.2010 - 09.2015

Call Center Representative

TD Bank
08.2009 - 09.2010

General Manager

Aaron's Sales and Lease
11.2006 - 05.2009

High School Diploma -

Tewksbury Memorial High School

Some College (No Degree) - Mathematics

University of Massachusetts, Amherst

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William Surran