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Account Service Manager Resume Example

Resume Score: 90%

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ACCOUNT SERVICE MANAGER
Professional Summary
Experienced professional with over 13 years of providing service and support to sprint customers. Qualified customer service manager offering a record of successful job performance Possesses confidence and patience to effectively communicate with customers from all cultures and economic level. Multi-tasking ability allows for troubleshooting while using computer applications, maintaining a professional demeanor, researching and resolving issues. History of award winning performance in problem solving and ensuring satisfaction. Self- motivated, exercise sensible judgment; highly organized and detail oriented with proven ability to meet deadlines. Skills Interact extensively with all level of employers regarding operations, productivity, and performance issues; openly promote and foster transparent accountability while consistently exceeding goals and expectations. Computer-oriented: proficient with computer, Microsoft operating system and applications including Microsoft Word, Microsoft Excel, workforce management and idea management software. Work independently with no direct supervision and exhibits the ability to plan and conduct effective meetings as a team player, leader and trainer that garners consistent success in planning and managing projects. Highly effective in motivating, developing, and leading others through exceptional communication and interpersonal skills, adept at negotiations, collaboration, and building respect and trusted relationships. Exhibit tenacity and creativity in problem solving with a proven record of innovating profitable solutions to seemingly impossible business problems, able to bring order and efficiency to chaotic environments. Driven, self- motivated, highly energized and recognized for the ability to perform well under pressure either individually or within a team while presenting excellent leadership and communication skills.
Skills
  • Exceptional interpersonal communication
  • Customer Relationship Management Software (CRM)
  • Skilled trainer
  • Effective problem solver
  • Effective workflow management
  • Exceptional telephone etiquette
  • MS Office expert
  • Effective problem solver
  • Negotiation expert
  • Extensive history with predictive dialers
  • Customer interface expertise
  • Call center metrics decoding aptitude
  • Exceptional workflow management
  • Adheres to customer service procedures
  • Strong problem solving aptitude
  • Customer service award
  • Completed telephone training seminar
  • Extensive history with predictive dialers
Work History
10/2009 to 06/2014
Account Service ManagerSprint Nextel – Hampton, VA
  • Managed and mentored an average of 15/25 customer service agents on the daily activities and support 2 teams Resolved customers complaints by identifying problems and taking appropriate correction- Result in 25 % increase in department's efficiency.
  • Demonstrated professional etiquette and manners when interfacing with customers resulted in 35 % improved feedback of customers.
  • Improved the efficiency of customer service department exceeded monthly goals 2009 and 2013 in reducing churn and successfully obtained top sales.
  • Provided detailed monthly department reports and updates to senior management.
  • Promoted to customer service manager in 6 months following excellence in providing customer education on sprint produce and services and commendation by supervisor.
08/2005 to 01/2009
Payment Specialistsprint nextel – Hampton, VA
  • Managed upset customer, conflicts and challenging situations Placed outbound calls regarding external collection resources Assisted in resolutions of outstanding invoice from past due accounts.
  • Review customer records on credit risk, delinquent accounts and incomplete accounts.
  • Prepared outstanding account reports and gathered credit and/or reference information.
  • Navigated multiple computer screens and programs while interacting with customers.
  • Exercised independent judgment in obtaining payment, and issuing garnishments and extensions.
  • Improved call center functionality and service capacity by resolving customer complaints efficiently and quickly.
  • Conducted weekly walk-throughs with the manager to discuss interior visual displays, including store window presentation.
04/2003 to 01/2005
Wireless Technical Support Specialistsprint – Hampton, VA
  • Consistently met and/or exceed required call times and quality levels.
  • Recognized by management for proving exemplary service to customers.
  • Obtained monthly bonus consecutively.
  • Promoted to position of roaming support assisted other team members and contributed training of new team members.
  • Determined most cost effective repair/resolution to minimize customer downtime.
  • Addressed billing concerns advised customer of best sprint plans to meet their needs.
  • Followed up with customer to ensure a satisfactory resolution.
  • Exceed departmental goal in upsell of device protection, accessories to increase profitability in company revenue goals by75%.
  • Troubleshot and resolved internet connectivity and general software and hardware issues on device.
01/2001 to 01/2003
Customer Service Representative
  • Provide training to new customer service agents and mentored them during their first few months.
  • Performed inbound/outbound calls utilizing a predictive dialer.
  • Maintained a 10% higher than company average in save offers.
  • Promote extended warranties to customers with 65% success rate Handling up sell and cross sell of sprint wireless products to new or existing customers ranked top 5%.
  • Promoted to team lead assisted with escalated calls.
  • Communicated with customers effectively providing information regarding sprint products, services equipment usage, billing procedures and features functionality.
Education
1980
High School Diploma:
Northampton County High - Conway, North Carolina
  • "Introduction to Call Center Technology" Web Seminar
  • 4.0 GPA
Thomas Nelson Community College - Newport News, Virginia
Skills
billing, hardware, credit, credit risk, customer service, senior management, features, internet connectivity, team lead, quality, sales, supervisor
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Resumes, and other information uploaded or provided by the user, are considered User Content governed by our Terms & Conditions. As such, it is not owned by us, and it is the user who retains ownership over such content.

Resume Overview

Companies Worked For:

  • Sprint Nextel
  • sprint nextel
  • sprint

School Attended

  • Northampton County High
  • Thomas Nelson Community College

Job Titles Held:

  • Account Service Manager
  • Payment Specialist
  • Wireless Technical Support Specialist
  • Customer Service Representative

Degrees

  • High School Diploma :

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