A professional and dependable leader with strong problem solving, communications, training, interpersonal, computer and call center skills who specializes in quality service, customer retention, productivity and team management. I am motivated, energetic and resourceful team player with strong leadership skills looking to obtain a challenging position in which my leadership experience, training and skills will offer opportunity for contribution and advancement within your company.
Focused on customer satisfaction
Training and development
Management of remote employees
Conflict resolution techniques
Played an instrumental role in establishing and growing Comcast High Speed internet inbound support for the Atlanta Market.
Successfully tested, hired, trained and supervised agents.
Played an instrumental role in establishing a Virtual Customer Account Executive program.
Selected to roll out Comcast Digital Voice product in Atlanta call centers.
Named the "You Make the Difference" leadership recipient inbound call center for superior leadership and dedication.
Selected to roll out Comcast Cares program which increased sales by 20% on inbound repair calls.
Team selected to test and critique the National Line of Questions to be used by all inbound service and repair agents in Comcast.
Improved Calls Per Productive Hours in 2004 for High Speed Internet staff from 6.5 CPPH to 10 CPPH by setting demarcations and tier groups.
09/2015 to 05/2016
Owner Operator DriverDeligent Delivery Systems - Norcross, GA
Developed and followed efficient driving routes
Loaded and unloaded collision parts as required
Maintained all schedules and required documentation
Handled all credits and returns with Parts Counterperson
05/2003 to 07/2014
Internet Support SupervisorComcast Cable Corp - Alpharetta, Ga.
Successfully managed the activities of 15-20 team members in both call center and virtual environment.
Rolled out training material targeted at resolving even the most difficult customer issues.
Developed, implemented and monitored programs to maximize customer satisfaction
Owned team productivity metrics.
Improved service quality and increased sales by developing a strong knowledge of company's products and services.
Interviewed, hired and trained new quality customer service representatives.
Provided detailed weekly, monthly, quarterly and year to date departmental reports and updates to senior management.
Addressed negative customer feedback immediately.
Routinely prepared and evaluated CRM reports to identify problems and areas for improvement.
Effectively communicated with team members to maintain clearly defined expectations.
Resolved customer questions, issues and complaints.
Recommended changes to existing methods to increase the accuracy, efficiency and responsiveness of the customer service department.
Generated and distributed daily reports and order acknowledgments to appropriate personnel.
Performed daily coaching and development to employees.
Performed various other task including payroll, training and development.
Created incentive programs and team tournaments to increase productivity and moral
08/2000 to 05/2003
Help Desk TrainerHewlett Packard - Alpharetta, Ga
Responsible for facilitating training classes
for new employees hired to support BellSouth DSL internet services in a high
volume call center.
Provided phone support to residential and small
business customers for issues related to connectivity of Bellsouth DSL service
Provided for support for field technicians
during installation, registration and configuration of network and mail clients
for Bellsouth DSL.
10/1993 to 02/2000
Lead Research SpecialistSuntrust Bank - Stockbridge, Ga.
Organized bank records bank records stored on
microfilm, microfiche and computer block used for corporate and consumer
Fulfilled customer request for bank auditsProcessed daily insufficient funds for the four
major city banks to include the Federal Reserve Bank.
Responsible for fee processing, data
processing, cash balancing and encoding.
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