Jeff Coalson
Gray
Summary
Seasoned professional with expertise in advanced call center technology, specializing in customer service and billing dispute resolution. Demonstrated success in coaching and leading teams, managing escalations, and improving agent performance. Proficient in scripting and documentation, with a strong focus on detail and exceptional client support.
Overview
4
4
years of professional experience
Work History
Agent
AT&T Call Center
Johnson City
11.2024 - 02.2026
- Acted as an agent in customer service, managing billing disputes and collections while addressing incoming calls.
- Assisted customers with inquiries and service requests efficiently.
- Resolved technical issues using troubleshooting guidelines and tools.
- Documented customer interactions in the system for accurate records.
Senior Client Advocate
Advance Call Center Technology
Johnson City
07.2023 - 10.2024
- My positions and responsibilities with this company within the last year from time of initial employment to present have been an Agent in customer service and billing disputes, with incoming calls.
- Coached new classes of agents in phone etiquette, scripting, and computer system operations.
- As Senior Client Advocate (SCA), I guided my team of agents in managing escalation calls and various dispute processes.
Executive Vice President
Big Orange Liquidation and Auction
Johnson City
04.2022 - 07.2023
- Managed business assets, accounts, payroll, and expenditures, ensuring balanced financial records across multiple accounts.
- Ebay accounts, Hibid accounts, Whatnot accounts, WeBuy accounts and finances with each.
- Located and acquired valuable assets from estate sales, enhancing inventory and asset portfolio.
- Evaluated and determined quality of gold, silver assets, collectibles, coins, and antiques, contributing to informed purchasing decisions.
Education
Cary Senior High School -
01.1988
A.A.S. - Allied Health, Concentration: Surgical Technology
Northeast State Community College
Blountville, TNSurgical Tech School -
United States Army
San Antonio, TXSkills
- Customer support
- Billing resolution
- Escalation management
- Conflict resolution
- Training coaching
- System operations
- Attention to detail
- Multitasking
- Phone etiquette
- Scripting documentation
- Team leadership
Timeline
Agent
AT&T Call Center
11.2024 - 02.2026
Senior Client Advocate
Advance Call Center Technology
07.2023 - 10.2024
Executive Vice President
Big Orange Liquidation and Auction
04.2022 - 07.2023
Cary Senior High School -
A.A.S. - Allied Health, Concentration: Surgical Technology
Northeast State Community College
Surgical Tech School -
United States Army