Julian Toussaint

Experience

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  United States Air Force

  Jul 1994 - Jul 1997

  3C051 Communications-Computer System Operator

  Falcon Air Force Base, CO January 1996 - July 1997Communications-Computer System Operations Satellite System Computer Maintenance Operator Systems Analysis Administrator ​Osan Air Base, Republic of South Korea January 1995 - 1996Base Units Requirements Officer Customer Service Representative Base Telephone Operator Duties were provided for Osan AB and separated troops in S. Korea

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  TeleTech

  Jul 1997 - Jan 1998

  Small Business Sales Advisor

  Small Business Software LicensingEducationCompliance

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  West Telemarketing

  Jan 1998 - Jan 2003

  CSR - Customer Service Representative

  Inbound Sales Campaigns

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  GMFS, LLC.

  Oct 2002 - Sept 2005

  Mortgage Origination

  Internet Lead ProcessingApplication Pre-QualificationLoan Origination

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  VoterVoice LLC

  Sept 2005 - Apr 2006

  Account Sales and Customer Service

  Grassroots Lobbying Software ProductCold CallsRemote DemonstrationSales / Liscening PackageWebsite IncorporatingRemote TrainingOngoing Support (Length of Liscening)

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  Cox Communications

  Jun 2006 - Apr 2011

  CCR III – Customer Care Representative

  Phone Technical Support of all residential services offered by Cox Communication:VoiceVideoHigh Speed Internet Optional Product SalesAwards: Excellent Quality/Customer Service Performance

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  NCO Group

  Oct 2011 - Jul 2012

  CSR Sales – Best Buy Mobile/Dot.Com

  Best Buy Mobile/Best Buy Dot.com Product Sales & SupportMobile Device/Services Sales & Support (All Major Carriers) Geek SquadInitial TroubleshootingPhone Technical SupportAwards: Top Rep 6 months / Excellent Quality Performance

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  Ocwen Financial Corporation

  Jul 2012 - Aug 2012

  CCC – Customer Care Coordinator

  Duties Included:Mortgage Payment CollectionsMortgage Refinancing

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  Microsoft

  Oct 2012 - Jul 2013

  Technical Advisor

  Duties Included:Software/Hardware Sales & Support Mobile Device/Services Sales & Support (All Major Carriers) InventoryPost Sale Training (Paid)One on OneGroupAwards: Top Tech/Sales Advisor 8 of 10 months

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  Comcast

  Aug 2014 - Mar 2015

  Communications Technician

  Residential Installation/Repair of all residential services offered by Comcast/XfinityVoiceVideoHigh Speed Internet

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  Asurion

  Aug 2015 - Dec 2015

  Computer Appliance Help Desk Technician

  Initial Owner Troubleshooting for all Computer and Small Electronics Products provided as part of a purchased Extended Service Plan offered by multiple Retail Franchise clients prior to scheduling for paid service by Service Center (ie. WalMart, Office Depot/Max, Target, Toys R US, BestBuy) Initial Owner Troubleshooting of all Large Home Appliances provided as part of a purchased Extended Service Plan offered by multiple Appliance Retailers prior to determining if in home servicing is needed. (ie. Home Depot, Lowe's, Sears, Manufacturer Direct) Show less

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  IQor

  Jan 2016 - Jan 2017

  Customer Service Representative

  Credit & Collections Responsible for INBOUND credit/collections calls for CMP (Central Maine Power) *Assisting existing and previous customers with:Payment Processing (Current/DNP/Charge OFF) Offering Payment Arrangements Offering Financial Assistance (When Applicable) Bill Explanation Customer Education (Self Help Options/Rights/Offers) MIMO (MoveIN/MoveOUT)Responsible for INBOUND MIMO calls for CMP (Central Maine Power) *Assisting past/existing and new customers with:Processing orders For: OFFs (Disconnection of service) New Service (Tenant Change) Transfer of Service (Old to New Account) ONs/Reconnections Seasonal ONs Reconnects due to DNP actions Peer CoachingAssisting both Credit & Collections and MIMO departments AVPs and Managers with:Providing Agent Performance FeedbackSide-by-Side Coaching and Goal Setting Provide Daily FeedbackIndividual Agent and Team Performance Provide Floor Support Developed Written Training MaterialsIncorporated into iQor’s CMP Campaign Training and Daily Reference Materials Take / Handle escalated customer issues as needed Manage service levels daily based on client expectations *All MIMO/PEER COACHING services were performed while still performing the applicable COLLECTIONs actions required for the customer/applicant:Current Account Balance Past Due BalancesResolution BalancesPrevious Account Balances Charge Off Balances Deposits Show less

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  Vantiv

  Jan 2017 - Jan 2018

  Associate Technical Support Specialist

  Providing support to all Vantiv Direct / ISO Small Business Merchants (Sole Proprietors) and Sales Reps with daily terminal support. Troubleshooting Activation File Updating Replacement EducationSettlement / Batch AssistanceAccount Upgrade SuggestionsCompliancy/Adherence Changes Additional Duties: Voice Authorizations: All Discover Network Merchants MasterCard Visa American Express (For all Vantiv Direct Merchants)Peer Support Show less

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  Amazon

  Sept 2018 - Dec 2018

  Seasonal Fulfillment Associate

  Warehouse Shipment Fulfillment

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  Nexstar Media Group, Inc.

  Feb 2019 - now

  News, Production Assistant