Lead / Trainer Resume Example

·Solving problems across hardware, software OS, apps and compatibility.

·Supporting products across Windows, Android, Blackberry OS, Apple IOS, wireless technology, equipment and applications

·Receive inbound retention calls from current customers, for sales and revenue generation, in a high-intensity call center environment.

·Utilize proactive persuasive/retention skills to turn requests for disconnection or downgrade into sales and save opportunities by identifying customer needs.Achieve monthly key performance metrics, call and order entry productivity standards, and call quality performance through utilization of persuasive skills, defined call flow structure, and adherence to provided schedule.

·Educate customers on active product features, service offerings, billing, charges, and product value.Understand and promote current marketing campaigns in order to sell to or save customers accurately and effectively. ·Increase revenue through up-selling and cross-selling video, HSI, wireless, and telephony services to existing customers.·

·Research and review competitive pricing and service offerings in order to provide competitive price and product comparisons based on customer needs.

·Responsible for utilizing multiple customer databases to access, change or input account information for customers.·

·Provide outstanding customer service, troubleshoot and resolve service and minor technical problems for customers by asking appropriate questions.·

·Creatively negotiate pricing and bundling by making offers of credits and/or discounts according to Company guidelines.Complete installation, disconnect, transfer and seasonal downgrade orders and update customer accounts utilizing customer record database.

·Other duties as assigned.

·Ensure excellent customer satisfaction and excellent customer service skills

·Assist users with general inquiries, product support, service information, order processing and technical issues in a diverse technology environment (via phone/email/chat)

·Respond appropriately to customer escalations

·Triage Support Queue for routing to Tier 2, Partner, or Department.

·Work with other agents to resolve or properly close help tickets.

·Manage an individual ticket queue

·Follow the directions of management and provide feedback

·Be capable of developing a good understanding of customer's needs and how to diagnose and fix their issues

·Demonstrate interpersonal skills and is able to provide empathy for customer's situation

·Maintain openness to work flexible hours as required (may include evenings, weekends and/or holidays) ·

Having ability and willingness to tend to any other tasks as assigned

•Met with customers to discuss menus for special occasions, such as small parties, baby showers, luncheons,graduations,etc.

•Prepared a variety of foods, such as meats, vegetables, and desserts according to customers order

•Prepared 100 meals every Tuesday for the less fortunate