Todd Gordon Email & Phone Number

United States

Managing and conducting field visits to customer to obtain the necessary information to resolve discrepancies and work with customer when necessary to expedite payment.In cases where the customer is unwilling or unable to make payment arrangements, efforts to negotiate return.

Acworth, Ga

Develop and grow assigned customers and new customers as required to achieve budget/plan as required to support the strategic growth plan of the Company.

Acquisition and Maintenance of Customers assiting the Customer Account Department in lease agreement renewal. Direct immediate contact with customers who have not renewed their lease agreements Act as a customer counselor who resells the benefits of timely lease agreement renewal payments.Perform responsibilities of the Customer Account Manager when directed, document all customer promises and update customer information in the store computer system.

Account Management:Assist in reviewing expired accounts and communicate with customer to promote timely payments. Maintain accurate records of past due account activity.Sales:Greet and assit customer on sales floor Obtain new rental orders over the phone and on sales floor Prospect for new business by telemarketing and distributing print material complete customer service calls in a timely manner as assigned.Deliveries & Pickups:Assist as needed in loading truck per policy to protect merchandiseAssist as needed in delivering merchandise to customer Assist as needed in installing merchandise and instructing on proper use Assist as needed in picking up merchandise

Responsible for a Team that handling inbound Cable and Internet calls from customers who are experiencing a problem with: network connectivity, email, and general surfing, also diagnose trouble with cable boxes.

Received incoming customer billing question pertaining to there Internet bill errors or wrong sign up plan, assisted customers with upgrading and downgrading service plans. Provided customer with benefit of keeping service as oppose to canceling.

Received incoming calls from customer to process their Hardware and Software Warranty inquiries. Strategic Enterprise Customer ranging from contract agreement for four hour, eight hour, next business day response, also part of the Enterprise Software Bailout Team. Assisted customer with calls and logged calls that didn’t flow through the IVR correctly accomplished this task using software web-based call handling tools Clarify, Transval, Fireman and Swift

Processed Warranty Parts for the Northeast and Central geographical locations for Compaq Computer Corporation. This was achieved via web-interface call handling software CIM and CSN. Auditing of parts request for the correct serial numbers and invalid part numbers, paged and email Field Engineers when problems arose due to part delays that would affect contractual response time.

Team Lead of five employees that I train to handle customer service calls that was implemented where a contracted third party Service Provider Inacom will be used to provide service to all Non- Compaq Desktop, Servers and Printers. (Hardware maintenance) on Original Equipment manufacture contractual obligations.

My role was providing assistance with Special Projects, which concise of providing an implementation plan, to the Area Technical Service Manager. They would have there customer provide them with information that would be critical in order to accomplish our task, sending out notifications to the difference areas where these calls were to be logged. provided starting and ending dates to the Unit Managers, and Resource Coordinator with the Terms and Conditions of the way the service call had to be handle in order for them to inform their engineers. Handle off-site Domestic call that needed escalations; this also was communicating with the Unit Managers, Resource Coordinator, or Customer Support Engineer. They requested assistance with problems they have encountered, delay of service due to parts not being shipped or wrong parts order, tracking shipped order to successfully meet level of service requested by contract customer whether its 8x5 or 24x7 two to four hour response time.

Information Technology System Administrator

Certification, Travel Tourism

Architectural Drafting