Experienced Customer Account Specialist – Telecom & Retail Focus

Liam O'Connor

Professional Summary

Customer Account Specialist with 6+ years managing telecom and retail accounts, skilled in dispute resolution, billing accuracy, and regulatory compliance. Proven track record driving 14% revenue growth through upselling and excelling in high-volume customer support environments.

Work Experience

Customer Account Specialist at Velocity Mobile

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Manage 250+ active accounts ensuring billing accuracy and issue resolution; handle 80+ daily contacts across channels. Coordinate escalated issues with tech and billing teams, maintaining SLA compliance. Drive 14% revenue growth via upselling. Partner with compliance team to enforce FDCPA and UDAAP standards. Achieved top customer satisfaction and first-call resolution awards in 2022 and 2023.

Client Services Representative at MetroTech Retail Connect

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Provided multi-channel telecom and smart device support for East Coast customers. Processed service upgrades, contract renewals, and billing inquiries. Coordinated with field technicians and billing teams to resolve complex disputes. Trained new hires on CRM navigation and customer service best practices. Regularly assigned to high-stakes 'hot queue' due to calm and accurate troubleshooting.

Education

High School Diploma

Northside Technical High

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Skills

Technical Skills

  • Account Management
  • Telecom Billing Resolution
  • CRM (Salesforce, Zendesk)
  • Microsoft Excel (VLOOKUP, Pivot Tables)
  • Order Management Systems
  • Compliance (FDCPA, FCRA, UDAAP)

Soft Skills

  • Customer Retention
  • Dispute Resolution
  • Communication
  • De-escalation
  • Cross-team Collaboration

Certifications

FDCPA & Telecom Collections Compliance

Internal Workshop

Salesforce CRM Essentials – Intermediate Level

Customer Empathy & De-escalation Masterclass

Velocity Mobile Training

Score
85/100
Header
85/100
Education
65/100
Skills
90/100
Certifications
80/100
Work Experience
83/100
Projects
0/100
Profile
88/100
Add professional links (LinkedIn, portfolio) in the header for increased recruiter engagement.
Enhance education section with more detailed training descriptions and dates.
Standardize date formats across work experience for ATS consistency.
Include more industry-specific keywords related to customer lifecycle and escalation management.
Provide issuing authorities for all certifications to increase trustworthiness.
Strong quantifiable achievements such as driving 14% revenue growth and managing 250+ accounts.
Deep expertise in telecom and retail account management with compliance knowledge (FDCPA, FCRA, UDAAP).
Proficiency with key CRM and customer service tools like Salesforce, Zendesk, and Genesys Cloud.
Demonstrated customer satisfaction and first-call resolution awards, indicating high performance.

Header

85%
Header includes full name, professional headline, location, email, and phone number, which are essential for ATS parsing.
Consider adding LinkedIn or professional portfolio links to enhance recruiter access to your profile.

Education

65%
Education section is minimal with only a high school diploma listed; consider adding more detail on internal trainings or certifications.
Including dates and more descriptive notes about training content would enhance this section.
If applicable, add any relevant continuing education or professional development courses.

Skills

90%
Skills section is comprehensive, covering hard skills, soft skills, and relevant tools, which aids ATS keyword matching.
Including specific software names like Salesforce, Zendesk, and Genesys Cloud strengthens technical credibility.
Consider grouping skills by relevance or proficiency level to improve readability.

Certifications

80%
Certifications relevant to compliance and CRM tools are included, supporting the candidate's expertise.
Add issuing authorities for all certifications where missing to improve credibility.
Consider listing certifications in reverse chronological order and including expiration dates if applicable.

Work Experience

83%
Descriptions clearly outline responsibilities and achievements with quantifiable results, such as managing 250+ accounts and driving revenue growth.
Use consistent formatting for dates (e.g., spell out months or use MM/YYYY) to improve ATS parsing.
Add more specific keywords related to telecom and retail customer account management, such as 'customer lifecycle management' and 'escalation management'.

Projects

0%
Section missing

Profile

88%
Summary is concise and impactful, highlighting key achievements like 14% revenue growth and regulatory compliance expertise.
Profile highlights and strengths are well presented and keyword-rich, supporting ATS and recruiter appeal.
Consider integrating a few quantifiable metrics directly into the summary for stronger impact.