To obtain a challenging and rewarding position that will enhance my professional and interpersonal skills offering strong communication and customer service skills to an organization that will exceed expectations in a highly stimulating and challenging environment. Accomplished and integrity driven professional with over seven years of excellent customer service and management skills within a national call center. Excellent technical and network skills, able to multi-task as well as communicate effectively and efficiently. Strong problem solving and organizational skills with strengths in communication and presentation Managing multiple tasks in a fast paced environment
Proficient MO Office Suite
Adobe Page Maker
Played extensive role in promoting high
performance and generating synergy in the call center therefore increasing our centers Net
Rep Satisfaction by an additional 2% each month during the first quarter of 2016
Improved the Business Mobility Solutions Support organization through initiation, ownership, management, and completion of support area projects
Currently leading initiatives to defer costs to improve the cost trajectory of the business wherever possible and meet commitments towards budget gap closures
OFFICE OF ORIENTATION OFFICE ASSISTANT05/2016 to 10/2007NORTH CAROLINA AGRICULTURAL AND TECHNICAL STATE UNIVERSITYGREENSBORO, NC
Assisted with daily office management and organization.
Facilitated and coordinated academic, social, and career development programs.
Created awareness opportunities among freshman regarding policies/procedures, university history and registration.
Leader Intern Grad05/2015 to CurrentAT&T MOBILITYGreensboro, NC
Develop media documents to advertise various employee incentives around the call center
Handles escalated customer calls
Training Customer Service Representatives when needed
Creation of quality reports preparation for leadership
Responsible for the day to day application of the care of organizational policies and procedures
Conduct performance and attendance management and disciplinary practices
Makes recommendations on the decisions regarding the hiring, firing, disciplinary action and promotional activity of representatives
Reports bi-weekly payroll submissions directly to leadership
Conducts weekly empowerment huddles and composed Power Point presentation on different aspects involving representative performance in a call center
FLOOR SUPERVISOR09/2009 to 04/2015AT&T MOBILITYGREENSBORO, NC
Promoted from Small Business End User Care Specialist for exceptional performance and outstanding leadership shown in a caller center (September 2009-Present), Develop media documents to advertise various employees incentives around the call center Monitor the floor as a subject matter resource to Representatives and Team Managers Teach representatives to de-escalate calls by developing communication skills, problem solving skills, project management skills and demonstrating First Contact Resolution.
Mentor reps to help build system knowledge, system navigation, and troubleshooting skills.
Customer Service Professional 10/2007 to 09/2009AT&T MOBILITYGREENSBORO, NC
Handles customer questions, complaints, and billing inquiries with the highest degree of courtesy and professionalism to resolve customer issues with one call resolution.
Communicates with customers using web-based tools and demonstrate the associated proficiency in typing and grammar.
Makes financial decisions to protect/collect revenues and adjusts customer account Handles business transactions in connection with activation of new customer accounts on a computer terminal.
ACCENT FEATURES INTERN01/2007 to 05/2007BURLINGTON TIMES NEWSBURLINGTON, NC
Conducted interviews with community figures, celebrities and other prominent individuals around the Triad area.
Generated story ideas that were published in the newspaper.
Composed articles that were published on a weekly basis.
Worked and submitted under critical deadlines.
Bachelor of Arts: Journalism and Mass CommunicationMay 2007North Carolina Agricultural and Technical State UniversityGreensboro, North Carolina, U.S. Journalism and Mass Communication; Concentration: Print
Media Network The Register Contributor; Order of the Eastern Star, PHA; AT&T Pioneers; Aspire Mentor; Job Shadow Mentor; AT&T Connections Team; Woman of AT&T
Account Billing, Communication Skills, Conflict Resolution, Customer Service, Detail Oriented, Editorial, IMac, Adobe InDesign, Kronos, Leadership, Mentor, Mentoring, Office Suite, Power Point, Multi-Tasking, System Navigation, Newspaper Editorial, Office Management, Organizational Skills, Adobe Page Maker, Payroll, PeopleSoft, Problem Solving Skills, Project Management, Quality Assurance, Quark Express, Supervisor, Time Management, Troubleshooting