WILLIAM "TIM" WALTON
Charleston,WV
Summary
SUMMARY Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. I have been working with the youth in this community for more than 20 years. I am currently the Head Football Coach at West Side Middle School with 16 years of successful coaching and mentoring experience at this school.
Overview
38
38
years of professional experience
Work History
Customer Care Consultant
Frontier Communications
10.2015 - Current
- Presenting Frontier phone, internet, and television services
- Scheduling installation as well as resolving billing issues for customers and scheduling repair dates when necessary
- Selected for a special assignment in Oxnard, California, assisting with the transition of that call center from Verizon to Frontier
- Providing exceptional service while maintaining established goals in regard to quality and sales objectives
- Resolving customer issues and concerns efficiently and with accuracy
- Consistently displaying professionalism and courtesy at all times
- Post-call customer satisfaction surveys average 9.2, out of 10.0
Account Representative
Yellowbook 360
11.2008 - 09.2015
- Responsibilities include existing account management and growth
- Introduction of new products to existing customers
- Securing new account enrollment.
- Collaborated with other departments to address customer needs and service requests.
- Negotiated contracts and agreements with clients to achieve favorable terms.
- Implemented customized account plans to meet individual client needs.
Advertising Account Executive
CHARLESTON NEWSPAPERS
05.2006 - 11.2008
- Responsibilities include account management and new account prospecting
- Duties also include advertising campaign development and assistance.
District Sales Coordinator
AFLAC
09.2000 - 05.2006
- Responsibilities include prospecting of business, training, and developing new associates.
- Coached and mentored employees to strengthen sales knowledge and abilities.
- Devised innovative and successful sales strategies.
- Educated clients on insurance policies and procedures.
- Analyzed customer needs to provide customized insurance solutions.
- Met with customers to provide information about available products and policies.
Assistant Manager
BELL ATLANTIC, Verizon
01.1997 - 01.2000
- Receivables Management Business Center Areas of responsibility included supervision of 24 online consultants with the primary focus being coaching and developing in the areas of customer service and debt collection for small business accounts.
Team Development Leader/First Level Manager
AT&T
01.1990 - 01.1997
- Operations Responsible for developing and supervising a team of 21 customer contact employees to ensure attainment of direct measures of quality objectives in the areas of customer service, accessibility, contact handling efficiency, and credit collections
- Improved team performance results via peer coaching and process management
- Received national recognition for team adherence quality
- Coached individuals to higher levels of competency and confidence
- Motivated them to continuous improvement by appraising results, tracking trends, developing action plans, and providing timely, meaningful feedback.
Sales Support Staff/Customer Service
WASHBURN GRAPHICS
01.1986 - 01.1990
- Coordinated commercial and financial printing projects from design to delivery
- Arranged and executed all project purchases
- Effectively communicated status of projects to respective customers
- Finishing Scheduler
- Managed flow of printed materials through finishing operations to ensure timely delivery.
Education
M.Ed. - Education
American College of Education
Indianapolis, IN08.2023
Bachelor of Science - Printing Management
West Virginia Institute of Technology
Montgomery, WV12.1984
Associate of Science - Printing Technology
West Virginia Institute of Technology
Montgomery, WV05.1982
Skills
- Scripted Responses
- Security Verification
- Sales and Upselling
- Collaborative Environments
- Customer Relationship Management
Additional Information
- Business Direction Series Take Charge of Your Career Handling The Irate Customer The Dale Carnegie Course – How To Win Friends And Influence People Diversity Management Stairway to Leadership Lessons in Leadership Career Transition Workshop Excel How to become a better communicator Teambuilding (Skills for Managers and Supervisors) Power Point ACCOMPLISHMENTS Inducted to the WVIT Honorary Printing Fraternity Appointed to the National Call Handling Measurement Process Committee (AT&T) Member of the AT&T regional “PVA” delivery team for Charleston and Pittsburg offices Site Contact for Express Trak and Express Collect for the WV RMBC (Verizon) Implemented the “Select Accounts Group” in the WV RMBC (Verizon) June 2014 Ranked 11th in Center consisting of 74 units/sales, 1st month out of Training (IBEX Global) July 2014 Ranked 6th in Center consisting of 124 units/sales, 2nd month out of Training (IBEX Global) PROFESSIONAL Telephone Pioneers of America MEMBERSHIPS The Alliance of Black Telecommunication Employees, Inc.
www.linkedin.com/in/tim-walton-65827263
I have spent the last 16 football seasons as a Football Coach at West Side Middle School in Charleston, WV. The first 15 of those years I was an assistant coach and the Defensive Coordinator. In 2022 I was named the Head Coach and I will continue those duties throughout the 2023 season.
I am also a volunteer mentor with our youth organization, The Midian Leadership Project, which is associated with our church. I work with Middle and High School students in our area daily. We provide tutoring services, athletic skills training, meals, and mentoring services at our center.
Timeline
Customer Care Consultant
Frontier Communications
10.2015 - Current
Account Representative
Yellowbook 360
11.2008 - 09.2015
Advertising Account Executive
CHARLESTON NEWSPAPERS
05.2006 - 11.2008
District Sales Coordinator
AFLAC
09.2000 - 05.2006
Assistant Manager
BELL ATLANTIC, Verizon
01.1997 - 01.2000
Team Development Leader/First Level Manager
AT&T
01.1990 - 01.1997
Sales Support Staff/Customer Service
WASHBURN GRAPHICS
01.1986 - 01.1990
M.Ed. - Education
American College of Education
Bachelor of Science - Printing Management
West Virginia Institute of Technology
Associate of Science - Printing Technology
West Virginia Institute of Technology
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