Second-level manager with five years of managerial experience. Strong strategic-planning and people-management skills. High-energy Manager successful in building and motivating dynamic teams. Cultivates a company culture in which staff members feel comfortable voicing questions and concerns, as well as contributing new ideas that drive company growth. Customer-focused Representative with a proven capacity to troubleshoot issues to ensure customer satisfaction.
Resolved customer complaints and concerns with strong verbal and negotiation skills. Maintained composure and patience in face of difficult customer situations. Displayed courtesy and strong interpersonal skills with all customer interactions. Built and maintained successful relationships with service providers, dealers and consumers. Support customers with online billing and account issues.
Opened and referred trouble tickets to the appropriate departments. Escalated on behalf of the customer. Informed customers about issue resolution progress. Supported customers having data connectivity issues. Provided thorough support and problem resolution for customers. Referred difficult issues to upper management while maintaining positive rapport with customer.
Managed team of 23 of professionals. Act as a dedicated customer advocate and as requested by the customer provides periodic operational reviews using store ticket data. Served as mentor to junior team members. Use multiple vendor system applications to recognize, isolate, and resolve trouble issues. Act as the customer's 24X7X365 escalation point for all services and issues. Advise customers on trouble progress. Guided team to proactively identify chronic troubles by interpreting and analyzing trouble reports and circuit engineering. Motivated team members.
Managed second level technical support. Built and maintained successful relationships with service providers. Assisted Concert Network Advocacy group concerning high profile customer sites. Effectively documented and distributed root cause analysis after resolution of problem.
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