David Graham

PO Box 12063
Lynchburg, VA 24506
dg8ba224@westpost.net
Objective:
Highly skilled customer service representative enjoying demonstrated success as
a remote agent with proficiencies in both inbound and outbound telephone sales a
nd fund-raising. Brings substantial accomplishment working in a supervisory role
in industries where tolerance for error was low. The most desirable position wo
uld include the opportunity to work independently, make use of strict personal t
ime-management skills, and require effective direct or telephonic customer servi
ce support.
Accomplishments:
Customer Service
* Successfully fielded inbound sales and customer service telephone calls as a r
emote agent, created as well as adjusted customer accounts, completed sales, and
processed credit orders utilizing proprietary software and a high-speed interne
t connection.
* Consistently met or exceeded or sales quotas and benchmarks for call turnaroun
d and revenue.
* Applied appropriate business etiquette to ensure customer loyalty and maximize
revenue.
* Consistently commended for providing impeccable customer service.
Railroad Services
* Accurately collected fares, made change, and monitored passenger embarking and
dis-embarking to determine pricing and ticket distribution.
* Successfully interpreted and ensured compliance with all statutory as well as
organizational regulations to provide for the safety of the crew, passengers, an
d public.
* Effectively answered questions of passengers concerning schedules, routings an
d fares, maintained order and security, and monitored the safe and timely operat
ion of the train by the crew .
* Achieved status of "no-injuries" to passengers and crew in 14 years of service
.
* Accurately composed and submitted periodic reports to management reporting on
freight, cash collections, and train status.
Aviation
* Successfully scheduled, coordinated, trained and evaluated the efforts of up t
o 15 staff working in a fast-paced environment with no-tolerance for error.
* Effectively monitored the ground status of all aircraft including accurately r
outing baggage and freight, scheduling and inspecting cleaning and maintenance,
and ensuring that fueling was timely and complete.
* Achieved status of no time lost for injuries over a 5 year tenure.
Employment:
In Service America Forest, VA
Remote Agent Call Center-Customer Service Rep.
Norfolk Southern Norfolk, VA
Conductor Railroad
Atlantic Aero Greensboro, NC
Supervisor of Line Service Private Charter Airline
Education:
Spartan School of Aeronautics Tulsa, OK
Courses in Pilot Training, Navigation and Meteorology
University of the District of Columbia Washington, DC
Airport Management and Communications
U.S. Air Force Chanute Air Force Base, Champagne, IL
Fuels and Facilities Management, Safety, and Leadership
The Lynchburg Community Action Group Lynchburg, VA
Office Automation Currently Attending
Other Skills:
Successful Jazzercise aerobics instructor proficient at conducting group aerobic
s classes utilizing choreographed exercise routines for health training for grou
ps of up to 30 people.
Military:
U.S. Air Force, Honorable Discharged, Rank: Sergeant E4
Aviation Fuel Specialist with responsibility for managing all aspects of fuel an
d fueling stations including tank farms, hydraulic transfers, and aircraft loadi
ng.
Community:
The Lynchburg Public Library, Volunteer Desk Clerk 2009
Lynchburg Transit, Customer Advisory Committee-Chairman 2008-Present
Head Start, Policy Counsel-Chairman 2007-2003