I moved from an "Individual Retail User Care" agent to a Performance Facilitator/Supervisor. From there, I (recently) moved to "Business End User Care". This job isn't listed on our portal. It is by "invitation only" and is considered "an honor" to be invited to join the team
Our work is based on a "metrics" system where we earn 1-3 stars, each week, for certain "metrics". During my tenure as an IRU agent, my average star rating was 3 stars each week. As I've just moved to BEUC (2 weeks ago), I've earned 2 stars each week, but I'm certain of a 3 star rating within a month
Self-Employed ContractorJan 2012 to Jan 2015 Arise Virtual SolutionsThree years commitment to providing exceptional service to AT&T to help build strong relationships with customers by resolving complex issues, handling billing questions and complaints, offering technical support, answering customers' general questions and handling upset customers by offering resolution (as a customer service representative). In addition, as a Performance Facilitator (supervisor), I handle escalated calls and offer resolution to angry customers, file forms and direct customer service representatives in their actions on handling situations with customers and/or accounts by being in a chat "queue" and taking four to five "chats" at a time, in conjunction with answering the escalation calls as mentioned above. Handled customer questions and complaints for Amazon, as well as assisted with order issues, questions about billing, accounts, shipping and delivery issues, and products. Also, assisted with a small amount of technical support. 2014-2015 Self-Employed Contractor (Arise Virtual Solutions) - Provided excellent listening, verbal and written communication skills for drivers in distress with Agero Roadside Assistance. Properly probed and/or diagnosed customers' needs. Using excellent reasoning and decision making skills, I coordinated all assistance needed, effectively utilizing all system applications to achieve desired outcome (including, but not limited to, communication with third-party suppliers). Offered "empathetic", quality customer service with a follow-up to make sure all services were rendered to customer satisfaction. Posted detailed documentation of the call.
(Cosmetologist) - Hair StylistJan 2010 to Jan 2015 Self-EmployedRetail Sales on internet site. List items and goods on eBay for retail sale. Package and ship all merchandise. Handle customer questions and complaints. Responsible for paperwork and any/all taxes that apply. Responsible for overseeing welfare of all children, ran preschool program four days a week and kept up all paperwork for State funded food program and kept books for any/all taxes. Did general cosmetology duties of hair styling (part time). Kept books for any/all taxes.
Self-Employed ContractorJan 2010 to Jan 2013 Landstar Inway, IncFreight Broker for a large trucking company where I "brokered" shippers and matched them with transportation services in order to transport goods. I was responsible for matching authorized and reliable transportation carriers to the shippers and coordinating all of the shipping needs for many companies. I negotiated prices between the shipper and the carrier in order to get the load moved. I calculated freight rates, dispatched trucks and created rate and load confirmations for the carriers and the shippers.
Master of Cosmetology, CosmetologyNORMANDY BEAUTY COLLEGE － Jacksonville, Florida, USNORMANDY BEAUTY COLLEGE ~ Attended Normandy Beauty College, Jacksonville, Florida, from September, 1988 ~ June, 1989, where I was then allowed to challenge the state board exam at 1000 hours (rather than the required 1500 hours). I received my Master of Cosmetology license at that time.
A.S., Business ManagementWAYCROSS COLLEGE － Waycross, Georgia, USWAYCROSS COLLEGE ~ Attended Waycross College in Waycross, Georgia, from January, 1995 ~ June, 1998, where I received an A.S. in Business Management.
high school diplomaCHARLTON COUNTY HIGH SCHOOL － Folkston, Georgia, USCHARLTON COUNTY HIGH SCHOOL ~ Attended Charlton County High School in Folkston, Georgia, from August, 1981 ~ May, 1985, where I received my high school diploma.
Associates CertificationFLINT RIVER TECHNICAL COLLEGE － Thomaston, Georgia, USFLINT RIVER TECHNICAL COLLEGE ~ Attended Flint River Technical College in Thomaston, Georgia, from September, 2006 ~ March, 2007, where I received a Child Care Associates Certification.
FLINT RIVER TECHNICAL COLLEGE ~ Attended Flint River Technical College in Thomaston, Georgia, from September, 2006 ~ March, 2007, where I received a Child Care Associates Certification
Retail Sales, Retail, Retail Marketing, Retail Sale, Sales, Shipping, Billing, Customer Service, Receptionist, Technical Support, Business Management, Accounts By, Answering, Customer Service Representative, File, Documentation, Drivers, Satisfaction, Metrics