Manager with extensive call center business development experience. Skilled in balancing the call center goals with the needs of the customer, while coaching and developing representatives of varying levels of performance and skill to becoming high performing individuals
High level understanding of internet environments and tools
Coaching and developing high performing teams
06/2017 to Current
Advanced Tech Support Team ManagerATT/Cingular/ATT Wireless － Orlando, FL
Supervise employees involved in Customer Service, Retention, Fraud, Credit & Activations, Collections/Revenue Management, Roaming and Specialty Groups such as Advanced Tech Support.
Strong knowledge of customer billing systems, products/services and leadership skills to oversee and guide employees to meet performance and customer service objectives.
Administer appropriate disciplinary action as warranted.
Recommend promotions for employees who consistently exceed performance expectations and satisfy other requisite criteria.
Exercises authority to recommend termination of employees determined to be in violation.
Ensure team operates at highest level of quality and productivity while exhibiting high levels of integrity and ethical behavior.
Mastery in gaining cooperation of others in order to produce optimal results.
Review individual, team and call center results.
Review employee progress as related to quality and productivity objectives and participate in the development of programs to improve overall call handling results.
Ensure customer satisfaction is improved by improving business processes.
Recommend force management and scheduling levels for center.
Works to ensure employee and customer churn is maintained at the lowest possible level.
Participate in the development, implementation and update of all aspects of Customer Service Training.
Coordinate or lead special project management in any area of Customer Service and/or Operations.
Facilitate meetings on a weekly basis.
Able to gain cooperation of others.
Ability to adapt and work within an ambiguous and rapidly changing environment.
Extremely organized, diligent, detail-oriented and self-motivated.
Responsible for maintaining customer base to prevent churn.
Offered a variety of sales features and products that would benefit the customers needs.
Exceeded the company save ratio of 35%.
09/1998 to 12/2000
Customer Service RepresentativeAT&T/Cingular/AT&T Wireless － Orlando, FL
Assisted customer's in all aspects of their wireless service providing world class customer service.
Assisted customer's with their advanced billing and technical issues to resolution.
Mentored New hire representatives and assisted Managers with projects.
Supported customers with myWireless Account.
GA0256 Atlanta 2180 Lake Blvd NE
(Mobility Core - Non Blended) Senior Individual contributor with strong knowledge of customer systems and products/services responsible for programs, systems, initiative, projects at a national or regional level.
Responsibilities include one or more of the following: National role with responsibility to eliminate defects; deliver valued customer experiences; build and preserve revenue; drive national call center process improvement and call reduction; reduce percent of subscriber base contacting Customer Care; ensure operating efficiencies and customer satisfaction is improved by implementing and improving business processes and technologies; work with the rest of the organization in reviewing and developing recommendations to eliminate the root causes of failure that cause customer dissatisfaction.
Develop and maintain national and local forecasting models for company and vendor call centers.
Coordinate interdisciplinary teams from multiple areas in customer service, IT, sales, marketing, revenue management, to implement national level programs.
This is an individual contributor which may have lead responsibilities.
Job Titles typically found in this category include: Program/Project Manager, Billing Operations Manager, C& A Reporting Specialist, IMC Agent, Operations Specialist, Orbit Manager.
3 years Wireless Customer Care Call Center Management
Excellent communication skills
Experience handling escalated customer issue.
Education and Training
Bachelor of Science: Business Administration Barry University － Orlando, Fl
Activities and Honors
Service of Excellence 2014
Give Kids the World
Toys for Tots
Billing, billing systems, business processes, C, Call Center, Excellent communication, Credit, customer satisfaction, Customer Service, Customer Service Training, Customer Care, detail-oriented, eCommerce, features, forecasting, Functional, leadership skills, marketing, meetings, MS Office, Works, process improvement, progress, project management, quality, Reporting, sales, scheduling, self-motivated
I have over 18 years experience in mobility customer service, and 16 years experience as a mobility call center manager.
Throughout my career with at&t I've been a top performer assigned to mentor leaders in training to assist in developing their skills so they may perform at optimal levels. I've also been assigned projects, in addition to my normal responsibilities, where I've demonstrated the ability to succeed at handling multiple tasks at the same time. I enjoy working with customers and resolving all concerns to ensure customer satisfaction.