Customer Service Representative

Ryan Gould

*** **** ******* ***, ********* SC ***73 abjgzp@r.postjobfree.com (803) 760-

4974__________________

Education

Bachelor of Science Degree in Computer Information Technology

Graduated April 2009

Brigham Young University-Idaho; Rexburg, Idaho

. Emphasis in computer networking

. Double minor in Spanish and Communications

. Relevant coursework: Java programming, CSS and XHTML

webpage design, Cisco network design, databases, Linux

operating systems, Office Suite

Experience

Customer Service Representative

May 2010 to Present Verizon Wireless; Columbia, South

Carolina

. Responsible for answering customer questions and

troubleshooting technical issues

. Recipient of four awards during transition period: Lowest

hold time, lowest call work time, perfect first call

resolution, perfect representative score

Night Shift Coordinator

June 2004 to March 2010

Melaleuca Incorporated; Rexburg, Idaho

. Trained in Lean manufacturing and Six Sigma principles: By

implementing principles I helped increase output by 40%

over a six month period with a 20% reduction in staff.

. Trusted to lead 12-15 associates and their daily work,

overseeing all aspects of production and training of

employees in operating procedures, machines, and

maintaining a safe work environment

. Heavily involved in document control and FDA regulations;

including writing of SOP's, handling of bulk batch records,

training of associates in SOP's

. Designed, created, and implemented many statistical

tracking sheets and other forms using Microsoft Excel and

Access and tracked plant statistics to improve production

numbers and operations

. Conducted interviews, disciplinary meetings, employee

reviews and gained a wide range of knowledge in working

with teams and fellow employees

Loss Prevention Specialist

December 2002 to January 2004

Lowes Incorporated; Bowie, Maryland

. Tracked and monitored all forms of loss experienced by the

Bowie location of Lowes and dealt with minimizing loss to

damage and prosecuting loss by theft

. In charge of safety, OSHA requirements, hazardous materials

and enforcement of company rules and guidelines

. Assisted in apprehensions and courtroom actions against

apprehended individuals

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