Outgoing individual, seeking an opportunity with this great company, where I can develop and excel while giving my best to an employer. With the desire to not only grow as an individual but create growth and longevity with the company.
As a Premier Support Solutions supervisor for Asurion I manage, develop, and guide agents and leads to ensure their ability to provide outstanding customer service and execute tasks effectively. I am also accountable for resolving system outages, ensuring agents are meeting quality standards outlined in client contracts, calculating call center performance metrics, and analyzing reports to ensure efficiency. I contribute to the development of new systems, take part in recruiting and interviewing tech agents.
Duties and Specifications:
As a Technical lead I provided support to front line representatives.
This support includes assisting agents with technical devices as well as questions an agent might have regarding a call they are working on.
I attend to them from multiple sites through our chat system referred to as Service now. This tool allows me to obtain multiple chats at once to increase proficiency when assisting agents. Additional task include doing Tech Sessions with agents which assist an agent in an areas of opportunity.
While doing a Tech Session I have the ability to coach an agent to improve their performance, as well as setting goals and executing them with an agent to meet proficiency required.
Duties and Responsibilities:
When in this position I was known as a Premier Support Solutions representative. I provided exceptional customer service and technical expertise. Customers called in for the purpose of resolving issues with devices such as laptops, tablets, smartphones, and other consumer electronics. Using various systems, applications and tools, I facilitated device setup and education. I was also responsible for troubleshooting if a service or feature was inoperable. I educated customers about device capabilities and wireless carrier data product offerings. After every customer interaction I logged customer data, including contact information, problem statements and resolutions. Using the appropriate tools and providing feedback to the organization on customer's issues and the resolutions of them. I also assisted with approving transfers throughout the day when my supervisor was not available to approve the transfers. I also worked closely with the new hires that were on the team.
In this role as a customer service agent I was responsible for persuading potential customers by answering products and services questions. I suggesting information about other products and services. I managed customers' accounts by recording account information. I also maintained customer records by updating account information. I resolved product or service problems by clarifying the customers complaints determining the cause of the problem, selecting and explaining the best solution to solve the problem and following up to ensure resolution.
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