Christopher Easdon

 OBJECTIVE

A supervisory position that will allow me to use my knowledge and skills in customer service to contribute to the overall success of the company.

 SKILLS

 PROFESSIONAL PROFILE

College graduate with record of success in customer service at the local, regional, and national levels. Creative problem solver with ability to resolve conflict, improve morale, and consistently exceed department goals for outstanding customer service.

·         Management - Demonstrated sound business judgments, decisiveness, and well-developed planning, analytical, and communication skills at a consistently high level of performance in a variety of progressively responsible and challenging assignments. Proven ability to effectively manage operations including hiring, training, and supervising staff.

·         Team Building – Decisive team leader with extensive experience recruiting and hiring customer service representatives, developing customer service skills, and creating effective training programs.

·         Communication – Persuasive communicator with well-developed presentation and negotiation skills. Able to develop productive relationships with peers, customers, and staff at all levels.

·         Organization - Effective planning and organizational skills. Expertise in business administration, record keeping, planning, policies, procedures, researching, scheduling, and related responsibilities to ensure productive operations.

 WORK EXPERIENCE

Canon ITS Inc., Chesapeake, VA.                                                                                     November 2002 - Present

Operations Supervisor

Main responsibilities included the development, assessment, and supervision of Product Services Representatives through excellent verbal and written communication. Additional responsibilities include the coordination of multiple departmental tasks, including training and product updates.

·      As the supervisor of the Photographic Products Group I am responsible for Call Center Management of incoming calls using Aspect, Custom View, and Agent Administrator software. I use Crystal Reports Server to generate daily, weekly, and monthly reports to assess, identify, and recommend changes to incoming call management and call flow design.

·      Recently supported the design and implementation of PeopleSoft software by facilitating User Acceptance Testing (UAT) and providing input on required enhancements through beta platform testing.

Capital Group Inc., Norfolk, VA.                                                                                                     July 1988 – May 2000

Supervisor/Team Leader

Main responsibilities included the development, assessment, and supervision of Shareholder Account Representatives through excellent verbal and written communication. Additional responsibilities include the coordination of multiple departmental tasks, including training and regulatory updates.

·      Began my employment in the mailroom, and based on my interdepartmental communications skills I was promoted to Shareholder Account Representative. After one year, based on my ability to give quality customer service, I was promoted to Senior Shareholder Account Representative.

·      In less than a year I was asked to join the Retirement Services Department where I focused mainly on servicing current retirement plan accounts. These plans included IRAs, Profit Sharing and Money Purchase Pension Plans, Defined Benefit plans, and other Corporate Retirement plans.

·      Relocated to Norfolk to assist in the opening of the new Hampton Roads Service Center. Upon arrival I was responsible for assessing, coaching, and developing newly hired phone associates. Once the staffing was completed for the new office, I planned, created, and facilitated Retirement Services training for 100 associates, supervisors, and managers.

·      Promoted to Supervisor in the Shareholder Services Area where I was responsible for 9-12 associates. I also served as the Core team Leader responsible for the day-to-day operations of the Retirement Services and Electronic Transfer departments.

·      As the Senior Team Leader in Hampton Roads I handled the majority of “Escalated Calls” from clients and Investment Representatives, ranging from simple accounting errors to complex account servicing issues. I maintained a 100% record for problem resolution and satisfied callers, balancing the needs of the caller with department guidelines.

·      Served as the primary Hampton Roads contact for client firms, such as Prudential Securities, Edward Jones, and Pershing/DLJP. As the contact I provided daily reports to their offices regarding outstanding trades, trading volume, and outstanding shares. My responsibilities included daily or weekly conference calls and travel to their offices for face-to-face contact and client preservation.

EDUCATION

Work with a team of designers responsible for creating, organizing, and implementing web pages based in Flash 5 and other Macromedia software, including Fireworks 4 and Freehand 10. Our team was also responsible for creating and maintaining an Access database using ColdFusion 5 and DreamWeaver UltraDev 4 technology.

Main tasks included:

• Use of FTP and other server technologies, including SQL, to upload/download files from server host
• Designed, created, and implemented an Access database for uploads onto the web site and database.
• Used ActionScripting for programming of objects and database updates.
• Design and creation of Flash objects, movie clips, and movies. Maintained a library of Flash objects for import/export to other software programs.

 ACTIVITIES AND HONORS

• Volunteer for The American Diabetes Association, Jun.1985 - present
• Organization of Student Webmasters (http://www.oswm.org), Sep. 2000 – Mar. 2002
• President of the Culture Club, Nov. 2000 – Mar. 2002
• Member of the Phi Theta Kappa Honors Society, Nov. 2001 – Mar. 2002
• Recipient of the Renaissance Award, ECPI College of Technology, Nov. 2000
• Recipient of six Academic Achievement Awards, ECPI College of Technology, Oct. 2000 – Mar. 2002