Lester A Ross

Houston Texas

713-702-9223 lestertross@gmail.com

Summary Statement

Successful leader with extensive years of customer service experience. Effective communication skills. Ability to handle a fast-paced environment, problem solver, dependable,

responsible, and a team player. A fast learner, as well as, self-starter who works well with people and is willing to do what it takes to get the job done right the first time.

Experience Sysco Business Services, Cypress, TX 2/2014 – Present Multi-Functional Customer Support Representative

Assist internal and external customers via telephone and email for order entry, modifications, and pricing. Investigate inquiries made by Vendors, Customers and Sales Associates regarding undelivered sales orders, general inquiries, feedback or incidents . Performs proactive outbound follow-up communications, as necessary.

Monitor high level accounts for order placement and product substitution within the service level agreement. Act as a liaison between Sales Associates, Vendors and Customer to resolve issues Assist training new email agents and ensure they have all tools necessary to perform their jobs efficiently

Verizon Wireless, Houston, TX 8/2001 – 8/2012 Wireless Data Technical Support – Coordinator Point of Contact for Supervisors

Implemented and delivered work flow management for process improvement

Responsible for troubleshooting device hardware and software issues

Analyze the problem to determine a solution.

Utilized various tools to identify network and application issues

Process device exchanges as needed

Provided feedback to equipment manufacturers for new software implementations

Educated customers on how to use and navigate various brands and models of cell phones.

Assisted customers with product set up such as wireless modems, wireless hotspots, email configuration and troubleshooting

Verizon Wireless, Houston, TX 3/2001 - 8/2001 Retention - Senior Consultant

Processed escalated calls from front line consultants Discussed ways to prevent churn for customer requesting to cancel services Utilized save tools and knowledge base systems to reduce company churn Maintained daily log reports for management review to assist with process improvement. Processed rate plan analysis to determine customer tier and price plan to fit monthly usage Assisted department with reducing monthly churn to exceed company objectives

Education, Professional Development and Training B.S. Business Administration, University of Arkansas at Pine Bluff - Pine Bluff, AR Minor in Business Management, University of Arkansas at Pine Bluff - Pine Bluff, AR Knowledge of Microsoft Windows, Excel, Word, PowerPoint, Internet Research, Proficiency in

Remedy trouble ticket software, CRM, SAP/PeopleSoft, Salesforce