Rusty Berry Email & Phone Number

13655 Riverport Dr. Maryland Heights, Mo 63043

• Manage a team of 22 customer service associates.• Provide expertise and customer service support to providers and internal customers.• Direct phone-based customer interaction to answer and resolve a wide variety of inquiries.• Coordinate, supervise and am accountable for the daily activities of business team unit. • Sets priorities for the team to ensure task completion.• Coordinate work activities with other supervisors.• Develop plans to meet short-term objectives.• Identify and resolve operational challenges using defined processes, expertise and judgment.• Identify and coordinate internal resources across multiple departments to address client situations, and escalate to appropriate resources as needed.• Proactively contact external resources to address caller questions• Identify and communicate steps/solutions to caller questions/issues, using appropriate problem-solving skills and established guidelines, where available • Offer additional options to provide solutions/positive outcomes for callers • Manage caller conversations appropriately (provide a good first impression, command attention and respect, maintain professional tone, demonstrate confidence, de-escalate/defuse callers as needed)• Provide training/mentoring to other team members, as needed.

Lewisville, Texas

• Responsible for reporting service outage to National Operations Center.• Ensured that customer service is kept up to date on status of service outages and their resolution.• Provide timely updates to senior leadership team.• Escalate outages to management to assist if concern is not being handled appropriately.• Handle inbound calls and emails from Major and Platinum customer account representatives. • Process foreign carrier activations, exchanges and troubleshooting requests.• Provide data entry support on an as needed basis.

Kansas City, Missouri Area

Responsible for specialized training, cost reduction, new system development, implementation and management of day-to-day activities for two vendor sites that contained over 300 personnel.• Developed and implemented training material to vendor trainers and facilitating initial training to validate trainer’s level of understanding which allowed for clear, concise and accurate flow of information.• Created new vendor site, accountable for the installation of voice and data lines, LAN, allocation of toll free numbers and training material, which resulted in a seamless transition. • Managed system enhancements for new and legacy systems, provided system requirements for implementation and training for all phases’ ensuring that all program errors were eliminated and system capable. • Partnered with and provided a singular point of contact with the Sales Managers, Marketing Managers and Technology teams to provide operational consulting, analysis, forecasts and other support related to verification, which identified and allowed for immediate correction of errors. • Reduced unit cost by successfully demonstrating analytical skills through recognizing areas of improvement, research, validating, developed and presentation skills to save a projected amount of $1 million per year.• Determined project scope, defined and documented resources, and provided leadership and supervision upon implementing marketing initiatives into Customer Service.• Provided Verification associates with direction and decision making for dynamic problem resolution. • Designed, implemented, and distributed various weekly, month and ad-hoc reports to sales, marketing and verification vendor sites to identify challenges, present, develop, and implement solutions in order to educate in unethical sales practices.• Managed reporting for vendors, troubleshooting system applications and communicating issues to systems development to correct the reporting process that was malfunctioning.

Grand Prairie, Texas

Responsible for managing a retail store with fifteen sales consultants and eight clerical employees. • Maintained inventory of customer concerns and in charge of resolving customer conflicts for store with over $550,000 in sales per month. • Managed staffing for inbound calls and served as liaison between consumer, sales, delivery department, and upper management.• Developed training manual in order to demonstrate process flows to reduce cost of duplicate work effort due to inaccurate entry of orders and retain revenue.

Euless, Texas

Responsible for training classes in Kai Ki Do, JuJitsu, Kai Ki Jitsu, women’s self defense classes and acquisition of new students.

Coronado, Califonria

In charge of maintaining departures, landings, refueling and keeping the traffic flow steady on the aircraft carrier.