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Customer Service Career Profile

The document is a resume for Jamal Randolph. It includes contact information, an objective, work experience, education, and skills. Randolph has over 10 years of experience in customer service and technical roles, including positions at CBEYOND, Contractors Technical Services, Avaya Inc., and MBNA America. He has skills in areas such as Cisco routers/switches, SAP, troubleshooting, and Microsoft Office. His objective is to obtain a position that utilizes his professional abilities and challenges him to enhance his skills.

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113 views3 pages

Customer Service Career Profile

The document is a resume for Jamal Randolph. It includes contact information, an objective, work experience, education, and skills. Randolph has over 10 years of experience in customer service and technical roles, including positions at CBEYOND, Contractors Technical Services, Avaya Inc., and MBNA America. He has skills in areas such as Cisco routers/switches, SAP, troubleshooting, and Microsoft Office. His objective is to obtain a position that utilizes his professional abilities and challenges him to enhance his skills.

Uploaded by

Kre8a1
Copyright
© Attribution Non-Commercial (BY-NC)
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOC, PDF, TXT or read online on Scribd

Jamal Randolph

P.O. Box 674504, Marietta, GA 30006

Tel: 678-994-2464; mrrandolph08@[Link]

OBJECTIVE

 To enter an established diversified company or firm where my professional skills,


abilities, and work ethics are challenged, championed and enhanced.

 Experienced customer service leader, proven ability to integrate and coordinate multiple
intricate department functions.

 Excellent communication and analytical skills, creative problem solver, solid, accurate,
decision maker, very flexible.

 Serve all with professionalism, patience, integrity and tact.

 Join a business family where success, determination, accountability, positive mental


attitude and customer satisfaction are the foundational tools used to collectively attain
new levels of success.

EXPERIENCE
Customer Support; CBEYOND, Atlanta, GA 04/10 – 12/10

 Receive, process, and resolve routine trouble ticket reports from end users retail
customers.

 Perform proper trouble ticket entry and administration.

 Adhere to escalation procedures and Customer care processes.

 Provide feedback to customers concerning service issues.

 Monitor and maintain Cbeyond voice and data networks.

 Responsible for managing IP services such as email and web hosting.

 Gain knowledge of operating systems, TCP/IP networking concepts, production internet-


service, ASP, CLEC, ILEC.

Contractors Technical Services, Atlanta, GA 10/08 – Present

 Responsible for physical installation of Cisco Router 2800 and 3800 Series
 Responsible for slight troubleshooting of Routers and Switches

 Experience with Cisco IOS, installing, light configuring, maintenance of Cisco


equipment.

 Gain extensive knowledge of IP routing protocols (OSPF, BGP-4, IGRP, RIP, E-IGRP)

 Responsible for installation of Cisco Switches 2900 Series

 Responsible for installation of Telco termination equipment i.e. DSU/CSU, DSL, and
Cable Modems.

Customer Service; Avaya Inc. Norcross, GA. 2/06 - 8/08

 Maintained and managed a personal portfolio of 2500 premium level business accounts

 Assisted with billing inquiries, account receivables, technical support, and collections.

 Successfully negotiated contractual agreements, and resolved account contractual


concerns.

 Successfully gained extensive knowledge and use of SAP.

Account Manager; MBNA America, Kennesaw, GA 2/02 - 2/06

 Responsible, for the management of MBNA top account holders.

 Preformed credit evaluations, approved/denied extreme lines of credit, informed clients


of new interest rates and balance transfer rate for which they qualified.

 Evaluated client portfolios and advised of different investment options that would benefit
them with their financial planning and decisions pertaining to credit card spending.

EDUCATION

8/95 – 12/98 University of Tennessee (Bachelor Science)

4/02 – 6/02 American Intercontinental University (Certification)

SKILLS
 SAP Cisco Router 2800 / 3800 Command Line Interface

 AS400 Cisco Switch 2900 Data Analyst Inside/Outside Sales

 Xerxes Telco Circuit Termination AutoCAD

 Data Entry Problem Solving Microsoft Office

 Consultant Customer Service Windows 98 - Vista

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