Frank A. LaPorte Jr.
2495 South Mason Road #626
Katy, Texas 77450
More then Ten years of customer service experience in a call center Financial/ Information Technology
environment. Major strengths in customer service inter-action, teamwork, technical skills & research,
troubleshooting, problem solving, and effective leadership.
Professional Phone Manner & Customer Service Skills
Bachelors Degree in Business Administration/Minor Accounting
Outstanding computer skills, PC & Internet
Knowledge of Microsoft Windows Vista
Excellent written communication, financial and documentation skills
VERIZON WIRELESS, Houston, TX 2007- Present
Customer Service Representative/ CARE
Serve as initial point of contact, for incoming calls, for the resolution of billing issues, price plan questions, wireless
technical support, and Insurance claims.
Resolve problems efficiently and professionally by applying Knowledge of products along with wireless phone
applications and software.
Ask Customers both probing and informative questions, in order to obtain a full understanding of what information is
being requested, while remaining patient, displaying empathy, and representing the Company In a professional efficient
Review monthly publication of Effective Telephone Techniques involving listening to and critiquing recorded
conversations for purposes of improving overall customer service skills.
NATIONAL PROCESSING COMPANY, Houston, TX 2006- 2007
Terminal Support Technician
Troubleshoot and resolve technical and functional issues on POS Software from both Merchant and Sales
Execute both maintenance and program download updates on various terminals and
Responsible for answering Technical services incoming phone lines in a professional and timely manner.
MD ANDERSON CANCER CENTER, Houston, TX 2004-2006
Support Services Coordinator
Resolve desktop related issues such as basic desktop software use, server & network connections, & Lotus Notes.
Assist internal employees with technical troubleshooting including identification, research, and follow-up with PC,
Network and Application issues.
Reset and maintain passwords for clients in computer software such as Netpass/Care, Clinic station, Mosaic, Novell,
MY-HR, Peoplesoft, FOS, FRED, & Lotus Notes R5.0.
Answer emails, voicemails, and create Heat logs for various desktop problems, order and upgrade
Preferred Software for MDACC, such as Adobe Acrobat 6.0, Endnotes, SPSS.
Named to IDS Quality Team, received numerous compliments, awards, and accommodations for excellent customer
BANK ONE SECURITES, Houston, TX 2003-2004
Telephone Banker I
Retained and developed customer relationships by providing customers with individual answers and account
information, such as balances, deposits, & ATM transactions.
Responded to customer inquiries, resolve problems, evaluate customers' financial needs for financial services by
recommending financial products (such as CD’s, IRA’s, savings and checking accounts) and services (automatic
payment plan, overdraft protection, online bill pay and internet banking) that will meet customer needs and strengthen
their relationship with Bank One.
Performed certain financial transactions for customers, such as account transfers, disputed transactions, and credit card
& loan payments.
AIM MANAGEMENT, Houston, TX 2001-2002
Reviewed and analyzed both monthly expense reports and cost information for various mutual funds.
Prepared monthly expense reports showing over/under accruals and adjust basis points accordingly.
Created financial reports and graphs required for the Board of Directors Report.
Created spreadsheets and record monthly & quarterly 12b-1 payments for various mutual funds.
VAN KAMPEN INVESTMENTS, Houston, TX 1995-2001
Fund Accountant (1998-2000)
Calculated the net asset value of various mutual funds by entering and verifying fund trades while maintaining daily
Developed monthly, semi-annual, and annual financial reports required providing detailed financial analysis
Investment Representative (1995-1998)
Provided an array of investment service including relaying mutual fund balances, marketing new funds, and verifying
policies and procedures to shareowner’s, broker’s, and wholesaler’s.
Received numerous outstanding service awards for superior customer service.
Answered questions and provided solutions for internet related problems via the Van Kampen Website.
STATE UNIVERSITY OF NEW YORK, Bachelor Business Administration
Phi Theta Kappa Honor Society - 1990