Customer Service Manager with a track record of managing a wide variety of customer service issues quickly and efficiently.
Microsoft Outlook, Word, Power Point, and Excel
Managed the company database and verified, edited and modified members' information.
Customer Care Escalation Specialist05/2011 to CurrentSuddenlink Communications
Addressed negative customer feedback immediately.
Provided a high level of product and leadership support to representatives and clients. Collected, monitored and evaluated customer requirements to achieve desired delivery time and order fill rates.
Resolved customer questions, issues and complaints.
Developed rapport with the customer base by handling difficult issues with professionalism.
Developed effective relationships with all call center departments through clear communication.
Created training manuals targeted at resolving even the most difficult customer issues.
Provided detailed monthly departmental reports and updates to senior management.
Generated and distributed daily reports and order acknowledgments to appropriate personnel.
Built customer loyalty by placing follow-up calls for customers who reported product issues.
Technical Support Representative01/2008 to 05/2011Suddenlink CommunicationsGreenville, NC
Displayed courtesy and strong interpersonal skills with all customer interactions.
Resolved customer complaints and concerns with strong verbal and negotiation skills.
Maintained composure and patience in face of difficult customer situations. Support customers with online billing and account issues.
Researched issues on various computer systems and databases to resolve complaints and answer inquiries.
Supported customers having data connectivity issues.
Soft-sold additional services.
Customer Service Rep IV05/2006 to 01/2008Convergys CorporationGreenville, NC
Analyzed call volume and average call time to monitor customer service representatives performance and productivity Managed high call volume with tact and professionalism Resolved service, pricing and technical problems for customers by asking clear and specific questions.
Defused volatile customer situations calmly and courteously Accurately documented, researched, and resolved customer service issues.
Constantly met daily goals and objectives for optimal call center statistics.
Bachelor of Science: Criminal Justice General EducationEast Carolina UniversityGreenville, N.C.Criminal Justice General Education
Coursework in Criminology and Criminal JusticeGreensboro, N.C.
B.S: Electrical and Electronics Engineering Electronics and Communication Engineering Technology Electrical EngineeringSpring 2004North Carolina A&T State UniversityElectrical and Electronics Engineering Electronics and Communication Engineering Technology Electrical Engineering
B.S: Criminology and Criminal JusticeCriminology and Criminal Justice
Coursework in Criminology and Criminal Justice
accounts payable, attention to detail, benefits, billing, Call Center, coaching, interpersonal Communication, Criminal Justice, excellent customer service, customer service, Customer Care, Data Analyst, fast, invoicing, leadership, meetings, Excel, Microsoft Outlook, Power Point, Word, Works, order entry, pricing, problem solver, processes, reporting, selling, statistics, telephone etiquette, time management, trainer, trouble shooting, troubleshooting, workflow
Bachelor of Science : Criminal Justice General Education Coursework in Criminology and Criminal Justice B.S : Electrical and Electronics Engineering Electronics and Communication Engineering Technology Electrical Engineering Spring 2004 B.S : Criminology and Criminal Justice Coursework in Criminology and Criminal Justice
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