Tom Huffman Email & Phone Number

Loudoun County, Virginia, United States

This position entails politely and professionally handling customer inquiries via telephone, email, fax and/or USPS mail while demonstrating strong customer relations and customer problem solving skills with the aim of providing quality customer service and first contact resolution. It also entails performing billing responsibilities for NOVEC's residential, commercial, contract, customer, and streetlight accounts which requires daily review of billing cycle reports, calculating electric usage and performing the necessary billing adjustments to ensure NOVEC customers are billed accurately and on-time.• Schedule service connects, disconnects, transfers, and meter checks error free.• Review, research and correct customer accounts due to current diversion, lost paperwork, meter exchanges, switch meters, high bill complaints and misapplied payments.• Perform tasks as assigned to include email task assignments, billing assignments, creating spreadsheets and letters, document scanning, etc.• Utilize various computer applications to respond to customer inquiries. Assist customers with the self-service options available to them on NOVEC's website (online bill payment, outage map and outage reporting, energy usage, etc.).• Process incoming calls in a manner consistent with meeting division goals in the area of ACW time, average answer speed, abandoned rate, AUX, staffed time, and percentage of calls answered.• Perform other essential functions such as training new employees, implementing corporate or regulatory programs and processing returned Capital Credit checks.• Review and assist in policy and procedure development to comply with corporate and regulatory requirements.

Sterling, Va

• Following and maintaining relationship with former and current customers• Monitoring and contacting internet leads• Determining each customer's vehicle needs by active listening• Responsible for the handling and closing of all at auction if-bids for the Washington, DC market• Learning, understanding, and following call and email scripts• Setting, confirming, and following up on service appointments• Assist with setup and running the weekly auctions held in Sterling, VA• Management of website and other social media platforms by utilizing Salesforce and MS Office

Chantilly, Virginia

• Provides exceptional customer service consistently within a fast paced/high volume environment by multi-tasking in a phone/text/email/computer program format while exceeding productivity standards.• Problem solving by clarifying client issues and implementing new solutions on a daily basis.• Confident in accepting tasks and the ability to follow through to completeness using MS Office Suite and Five9 software.

Centreville, Va

• Monitor and troubleshoot data provider, dealer and aftermarket data flow issues• Manage a high volume of emails and calls on a daily basis• Communicate the value of the myCARFAX Service Shops Program to dealer and aftermarket customers• Support continuous improvements to the data flow process

Reston, Va

Responsibilities:• Create and manage accounts for customers in my assigned territory which covered the entire South Eastern U.S.• Identify customers' needs and requirements for backup and disaster recovery and solve customers’ pain points.• Escalate support cases and follow up with customers appropriately.• Utilized Salesforce to manage and track all sales activities, schedule and complete product demos. • Consistently exceeded weekly call quota goal and with my Sales Manager exceed our monthly revenue goals.

Ashburn, Va

• Provide phone and email support to content providers• Create and route trouble tickets, escalate issues to appropriate groups within Verizon.

• Provide internet, video and telephone technical support in a call center environment to all Northern Virginia and Fredericksburg customers. My main focus was on internet and email configuration, troubleshooting computer operating system compatibility, network interface card options, TCP/IP settings, IP configuration, modem connectivity issues, and digital box programming and troubleshooting. In addition, adhering to schedule, call length and call quality standards while maintaining low truck roll numbers. • Provide sales, upgrade and retention of all services to new and existing customers. Every month since starting I have maintained over 120% of the target goals for video, internet and telephone sales. I have won numerous monthly and quarterly sales awards throughout my tenure here. In 2008, 2009 & 2010 I was selected Winner Circle for all of Virginia• Utilize my customer service skills in order to handle call escalations to supervisors from customers either via the phone or in person.• Provide training, support and mentoring to co-workers.

Chantilly, Va

• Sales and stock for local HVAC contractors.• Serve as the computing administrator and speak with the IT staff whenever problems occur.

Manassas, Va

• Worked at various sites, including AARP, Discovery Channel & Shaw Pittman to configure, install, upgrade, troubleshoot and maintain all hardware/software on their networks.• Routine editing of users accounts.• Worked at Howard University on a long term project to setup and install all hardware necessary to accommodate a wireless networking environment.

Washington D.C. Metro Area

Work for several defense contractors doing technical support and installation on PC’s and LAN’s. Also planned and installed several wireless data networks throughout the Washington, DC area.

Williamsburg, Va

Norfolk, Va