SEARCH

Customer Care Performance Specialist Resume Example

Resume Score: 80%

Love this resume?Build Your Own Now
CUSTOMER CARE PERFORMANCE SPECIALIST
Professional Summary
Customer and Company core value-oriented Support Services, Customer Care Performance Specialist. As part of the Quality Assurance Management Team I am successful at troubleshooting and handling customer care support issues and customer complaints received from the executive office and the Florida Public Service Commission in a timely manner.  Energetic and outgoing with strong time management skills who thrives in a fast-paced, dynamic environment. Expertise providing call center support in high call volume environments and emergency situations. Exceptional computer aptitude and telephone etiquette. Highly skilled in call center management, training, recruiting, service solutions, and innovative marketing concepts. Customer Service Manager with more than 6 years of professional customer service and leadership experience.  Customer Service Manager experienced with all facets of the hiring, training, coaching and development processes of Call Center Representatives.  Customer Service Manager highly skilled in negotiating, instructing, quality monitoring and supervising Call Center Representatives.  Hands-on Customer Service Manager effective in motivating others to reach their optimum potential.
Skills
  • Skilled in call center operations
  • Call center metrics decoding aptitude
  • Exceptional workflow management
  • Adheres to customer service procedures
  • Strong problem solving aptitude
  • Avaya, Verint, CCM, CCPulse and other company used systems and  Software knowledge
  • Motivated, Team player
  • Ability to detect and develop new and existing employees
Work History
Customer Care Performance Specialist, 08/2007 to Current
TECO Energy. Tampa Electric/Peoples Gas Company – Tampa, FL
  • Oversaw 155 call center employees in 3 different locations to ensure customer satisfaction goals were consistently met.
  • Provided incentive to increase productivity by offering employees awards for best customer service.
  • Initiated improvements to training manuals and procedures to improve overall new hire and existing employee training programs.
  • Accurately documented, researched and resolved customer service issues that were received from the executive office and the Florida Public Service Commission (FPSC).
  • Quality monitoring off all call center employees to ensure customer service also as requested by supervisors. customers, police agencies, lawyers, and the FPSC.
  • Burn calls for legal department for any court proceedings.
  • Training of all new hire and existing employees. Including preparing lessons, procedures, new hire payroll, feedback/coaching sessions if necessary,disciplinary actions as needed and facilitation of all material for a 12 week training new hire course.
Customer Service Professional, 03/2006 to 08/2007
Teco Energy – Tampa, FL
  • Effectively managed a high-volume of inbound customer calls.
  • Answered a constant flow of customer calls with up to and over 100 calls in queue at any given time.
  • Addressed and resolved customer product complaints empathetically and professionally.
  • Defused volatile customer situations calmly and courteously.
  • Mastery of customer service management systems and databases.
  • Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment.
  • Referred unresolved customer grievances to designated departments for further investigation.
  • Managed high call volume with tact and professionalism.
  • Worked OT for emergency situations including nights, weekends and hurricane lock down situations.
  • Assisted with emergency phone support for out of area electric and gas companies.
Assistant Office Manager, Inside sales, 05/2001 to 03/2006
Terminix International – Plant City, FL
  • Oversaw daily office operations for staff of 6 employees.
  • Composed and drafted all outgoing correspondence and reports for managers.
  • Complied end of month reports for branch manager.
  • Trained new employees on multiple computer systems and phone operations.
  • Verified and scheduled home fumigations by communicating with various other pest control companies.
  • Liaised with vendors to order and maintain inventory of office supplies.
  • Contacted customers regarding unpaid and underpaid accounts to resolve any issues.
  • Annual termite control customer retention.
  • Answering multiple phone lines while completing data entry.
  • Filing
  • In and outbound sales of annual and quarterly termite and pest control.
Education
High School Diploma: 2002
Plant City High School - Plant City, FL
Build Your Own Now

DISCLAIMER

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:

  • TECO Energy. Tampa Electric/Peoples Gas Company
  • Teco Energy
  • Terminix International

School Attended

  • Plant City High School

Job Titles Held:

  • Customer Care Performance Specialist
  • Customer Service Professional
  • Assistant Office Manager, Inside sales

Degrees

  • High School Diploma : 2002

Similar Resumes

View All
Customer-Care-Specialist-resume-sample

Customer Care Specialist

The Girl Scouts of Greater Atlanta

Lithonia, Georgia