1. Anthony Jay Raines
7112 E. 18th St. Tucson, AZ 85710
Home: (520) 885-7378 Cell: (520) 359-3387
Dedicated Customer Service Representative who provides exceptional customer service through
active listening and problem solving in strict environments with exceptional computer aptitude
and telephone etiquette.
Talented client relations manager. High customer service standards. Skilled in call center
operations. Call center management experience. Conflict resolution proficiency. Adheres to
operational policies and procedures. Strong problem solving ability. Telecommunications
knowledge. Customer service award. Completed telephone training seminar . Proficient in
customer account software. Proficient in Windows 95 – Windows 8. Proficient in Macintosh from
Snow Leopard – Mountain Lion
Consistently commended by superiors for resolving volatile customer situations quickly and
Exceeded corporate target for customer satisfaction for 6 months in a row.
Recipient of "Team Awesome Top Rep Award" in July 2012.
Recipient of "Certificate of Awesomeness Award" in August 2012.
Recipient of "Certificate of Excellence Award" in September 2012.
Recipient of "Recognizing You Award" in August and October 2012.
Managed call flow with up to 90 calls in queue per minute.
April 2013 – September 2013:
IbexGlobal - Spring Hill, TN
Technical Support Advisor.
2. Assist with troubleshooting high end Communication devices.
Resolving syncing issues between wireless devices.
Answering general questions about Communication devices.
Step by step guidance provided for data recovery and reprogramming of sensitive materials.
Personal information kept confidential and uncorrupted daily.
Advanced self training and procedural knowledge used for advanced training of company policies
and procedures on all agents.
Provided Quality and Performance monitoring on team members with one on one coaching.
March 2012 - October 2012:
Verizon Wireless - Murfreesboro, TN
Collected customer feedback and made process changes to exceed customer satisfaction goals.
Made reasonable procedure exceptions to accommodate unusual customer requests.
Provided accurate and appropriate information in response to customer inquiries.
Gathered and verified all required customer information for tracking purposes.
Defused volatile customer situations calmly and courteously.
Accurately documented, researched and resolved customer service issues.
Mastery of customer service management systems and databases.
Referred unresolved customer grievances to designated departments for further investigation.
Built customer loyalty by placing follow-up calls for customers who reported product issues.
Achieved customer satisfaction rating of 100% % within 6 months, exceeding corporate target.
Managed high call volume with tact and professionalism.
RMS - Tucson, AZ Escalations Representative July 2006 - October 2008
FloorTek - Tucson, AZ Senior Floor Installer/ Restoration Specialist 2002- 2009
Taco Bell - Murfreesboro, TN and Shelbyville, TN Assistant General Manager 2004- 2006
I.T.T. Tech December 2010- September 2011 Tucson, AZ (Currently Attending)
Computer and Electronic Engineering Associates Program Full Time Student maintained a 4.0
GPA (No Degree at this time)
Achieved Deans List Honor Roll July 2011
Granite School District Adult High School, 2002 - High School Diploma Murray, UT