Montgomery Street, San Francisco, CA94105609 Johnson Ave., 49204, Tulsa, OK Home: (555) 432-1000 - Cell: - resumesample@example.com - -
Summary
A results-oriented professional with excellent qualifications relating to customer service, technical support, training and product
management. Possess outstanding communication, interpersonal skills, interact effectively with individuals from highly diverse
backgrounds and disciplines, motivated, enthusiastic toward consumers and co-workers. Function well independently or as part
of a cooperative team effort.
Accomplishments
Participated in various incentive programs and contests designed to support achievement of production goals.
Endorsements in software development and mobile applications.
Received departmental awards for providing stellar client service.
Worked closely with new hires, answered questions and provided helpful issue resolution, enabling the department to receive a higher than average employee satisfaction rating.
Participated in the launch of incubated projects such Connect-A-Car, MyATT app, AT&T Messages, Wireless Home Phone, VoLTE/HD voice, AT&T Locker, AT&T Address Book, Wireless Home Base w/ Internet.
Analyzed and created new configuration for packaged software to meet business and system requirements.
Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
Conflict Resolution Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
Skills
Active listening skills
Skilled in HTML, HTTP and IP
Data backup and retrieval
Adobe and Adobe Flash proficiency
Remote access technology
Deadline-oriented
Excellent communication skills
Telecommunication skills
Adaptive team player
Strong organizational skills
Seasoned in conflict resolution
Analytical and critical thinke
Multi-Task Management
Skilled in Microsoft office
Experience
02/2013 to 01/2016
Product Manager Senior SpecialistGenuine Parts Company – New Haven, CT,
Developed mobile applications tailored to client requirements utilizing native technologies. Created app documentation which provided all pertinent information including features, capabilities, and benefits. Worked directly with internal departments within the company, clients such as Apple, Beats, and other levels management to achieve the department's monthly results strengthened company's business by being a part of a department that implement and spearhead special project that consist of incubated products.
Installed software, modified and repaired hardware and resolved technical issues.
Managed call flow and responded to technical support needs of customers.
Resolved customer issues in a clear, courteous and straightforward manner.
Demonstrated professionalism and courtesy with customers at all times.
Identified and solved technical issues with a variety of diagnostic tools.
Initiated rollout of new products, methods, and procedures solutions company wide.
08/2007 to 02/2013
Customer Service Representative IIAT&T – City, STATE,
Effectively managed a high-volume of inbound and outbound customer calls.
Answered a constant flow of customer calls with up to 10 calls in queue per minute.
Addressed and resolved customer product complaints empathetically and professionally.
Gathered and verified all required customer information for tracking purposes.
Defused volatile customer situations calmly and courteously.
Accurately documented, researched and resolved customer service issues.
Mastery of customer service management systems and databases.
Referred unresolved customer grievances to designated departments for further investigation.
Resolved service, pricing and technical problems for customers by asking clear and specific questions.
Managed high call volume with tact and professionalism.
Initiated operations improvements to improve overall call center productivity.
Met or exceeded service and quality standards every review period.
01/2005 to 08/2007
Porting Activation Representative/Tech Support IIAT&T – City, STATE,
Activated accounts for clients interested in new services.
Conducted research to address customer concerns.
Followed up with clients to ensure optimal customer satisfaction.
Resolved problems with malfunctioning products.
Identified and solved technical issues with a variety of diagnostic tools.
Demonstrated professionalism and courtesy with customers at all times.
Resolved customer issues in a clear, courteous and straightforward manner.
Managed call flow and responded to technical support needs of customers.
Effectively managed a high-volume of inbound and outbound customer calls.
Addressed and resolved customer product complaints empathetically and professionally.
Managed high call volume with tact and professionalism.
Education and Training
Expected in
BBA: Business Management Chattahoochee Technical College - Marietta, GA GPA:
Continuing education in Business Management
Activities and Honors
Customer Service Institute of America National Association of Sales Professionals Sales and Marketing Professional Association National Customer Service Association
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