GREG SUTTON RESUME

9725 Gary St. Residence 727-863-3196

Hudson, Fl 34669 Cell 918-766-9843
Experience :
Verizion Wirless Tampa Fl
Customer Service Representive 4/08 to Present
Provide billing question resolutions to customers questions. Advise customer on
calling plan changes to maximize services and savings. Assist customer with lo
st or suspended phone issues. Work with customers to provide alternative methods
to retain customers for Vermilion Wigless. I was recognized for last 6 months f
or my first call resolution by the company.

Bank of America Tampa Fl.

Customer Service Representive 1/07 to 3/08
Provide first call resolution for Small Business customers. Route calls to corr
ect
Departments for loans and lines of credit. Expand customers product mix to enha
nce
Relationship with Bank of America.
Provide one call world class customer service to Bank customers. Answer custome
rs
Questions, resolve issues involving customers accounts. Chosen to be in first
California trained class for Consumer Prime. Able to service both Model and Ca.
Type
Accounts. In the past six months have been three to five-provider of service. N
ow in Consumer
Prime overall performance, 92.77.

Alorica Tulsa, Ok
Technical Support Representive 02/06 to 09/06
Provide technical support for Sprint cell phone subscribers. Resolve
technical issues
with one call resolution. Answer customer service questions on Sprint calling p
lans
and services. Advise and/or update customers coverage area when needed.. Upsell
additional products and services to improve Sprint revenue.
Client Logic Bartlesville, Ok
08/00 to 01/06

Business and Residential Retention Agent 08/05 to 01/06

Employ various strategies to retain business and residential Earthlink customer
s
Uses discover questions to obtain reasons for dissatisfaction in leaving Earthl
ink
Implement best offer solutions to overcome objections and retain customers. Ach
ieved
bonus last four months in meeting Earthlink retention goals.
 Late Shift Operations Analysts 11/04 to 08/05
Managed call flows for a call center to achieve maximum call management results
., with
available staff. Generated call center management reports to track call managem
ent
performance. Checked staffing levels to maximize call flow per day.
Sales Representive 03/04 to 11/04
Determined Earthlink customer needs by analysis of prospects current internet u
se.
Educate customers on Earthlink products and implement best solutions. Assisted
customers with order process providing time lines for delivery of products and
services.
Customer Service Representive 03/04 to 03/04
Handled customer inquires to provide Best In Class customer service solutions.
Resolved billing and fulfilment issues and directed Earthlink customers to corr
ect
department if issue was not customer service related. Committed to one call res
olution
of customers issue.

Dell Computer Customer Service Representive 04/02 to 03/03

Skilled in Best in Class customer service for Dell customers. Provided one call
resolution
in resolving shipping, billing and order management issues.
Supervisor Dell Customer Service 01/02 to 04/02
Coached a team of up to twenty-five agents. Provided motivation and direction f
or
Team to achieve call center goals. Communicated performance metrics to team and
coached agents on how best to meet objectives. Resolved personal issues with ag
ents
and management. Position was eliminated when Dell down sized call center.
Dell Customer Service Representive 08/01 to 01/02
Initiated new Dell customer service location in providing Best in Class custome
r
service. Resolved billing, fulfilment and shipping issues with one call. Was pr
omoted
to Supervisor.

Data Entry Agent 06/01 to 08/01

Coded and entered data for Phillip Morris smoker surveys.
Buy.Com Customer Service Representive 08/00 to 06/01
Initiated new Buy.Com customer service location. Provided one call resolution f
or
billing, fulfilment and shipping issues. Placed orders for customers and took p
ayment
and gave time lines for shipping. Position eliminated company downsized.