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Services Support Specialist Resume Example

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SERVICES SUPPORT SPECIALIST
Summary
Seasoned customer service specialist with background in providing advice on diverse customer situations.
Highlights
  • Effective team player
  • CableData, CSG, ICOMS, Comtrac, Salesforce call center software
  • Employee relations specialist
  • Customer service management expertise
  • Staff training and development
  • Dependable and reliable
  • Telecommunications knowledge
  • Proficient with Microsoft Office Suite
  • Team management
Accomplishments
Sales
  • Surpassed all sales goals by 25% for National region.
  • Maintained spot in Top 10 representatives out of 80 representatives nationally through duration of program
Client Interface
  • Collaborated with prospective clients to prepare efficient product marketing strategies and drive business development.
​​
Experience
Department Of DefenseKansas City , MOServices Support Specialist05/2015 to Current
  • Assists prospective medical school students with registering, rescheduling, and cancelling Medical College Admission Test (MCAT) exam.
  • Makes reasonable procedure exceptions to accommodate unusual customer requests.
  • Addresses customer service inquiries in a timely and accurate fashion.
  • Develops effective relationships with all call center departments through clear communication.
  • Formulates and enforced Service Center policies, procedures and quality assurance measures.
Comcast CableCity , STATEXfinity National Sales Representative03/2014 to 10/2014
  • Mentored fellow team members on effective sales and training tactics.
  • Utilized knowledge of Comcast products, services, features, pricing and competitiveness, as well as best practices as they relate to sales processes, training and customer engagement to achieve sales goals.
  • Planned and managed retail events to generate enthusiasm with both retail representatives and customers, while continuing to drive incremental sales.
  • Acted as a company representative at retail locations to provide support and engage in side-by-side selling/shadowing during periods of high traffic.
  • Observed retail employee sales techniques and customer interactions and coach on Comcast selling strategies.
  • Engaged with Comcast's retail partner management to foster effective business relationships and ensure alignment in sales goals and strategies.
  • Consulted with management to schedule visits with assigned locations throughout the Beltway North Region on a regular basis, facilitate in-store training programs and educate the retail teams to ensure they understand Comcast's competitive advantage and how to most effectively position Comcast products and services.
  • Participated in creating and managing incentive programs to encourage desired performance from retailers.
  • Worked closely with Comcast leadership teams to identify any productivity gaps, and create plans to ensure sales goals are achieved consistently.
Comcast CableCity , STATEConnection Center Specialist05/2013 to 03/2014
  • Monitor and coach employee performance to ensure optimum customer service.
  • Train new hires on sales and procedures at the Connection Center.
  • Evaluate customers' potential product needs and makes appropriate recommendations.
  • Communicate with Best Buy managers to ensure that the partnership between Comcast and Best Buy is symbiotic.
  • Informs customer of products and pricing models, as well as competitive edges.
  • Provide guidance and help to fellow Connection Center Specialists to resolve difficult subscriber questions and problems.
  • Responsible for achieving individual and team and goals.
  • Assure appropriate follow-up procedures are met for customers.
  • Adhere to monthly sales and performance goals set by the company.
SoleZones Reflexology & MassageCity , STATEExecutive Assistant/Scheduler10/2012 to 02/2013
  • Managed and ensured the successful operation of all administrative office functions.
  • Maintained employee files and HR filing system.
  • Scheduled meetings/conferences while successfully coordinating owner and therapist calendars.
  • Communicated and handled incoming and outgoing electronic communications on behalf of the owner.
  • Established and implemented office procedures and controls.
  • Handled sensitive customer issues.
  • Assisted in managing payroll, accounts payable, and accounts receivable.
  • Successfully interviewed candidates for various capacities.
  • Managed heavy calendar, requiring interaction with both internal and external points of contact to coordinate a variety of complex scheduling requests.
Comcast CableCity , STATESales/Retention/Repair Customer Account Lead10/2004 to 08/2011
  • Monitor and coach employee performance to ensure optimum customer service.
  • Communicate with supporting departments to ensure information presented to call center was precise.
  • Provide a high level of customer service staffing through efficient scheduling and adjustments to meet peak service demands.
  • Provide guidance and help to customer service representatives to resolve difficult subscriber questions and problems.
  • Review, verify and approve subscriber refund and adjustment requests.
  • Communicate sales and retention strategies to customer account executives.
  • Handle a high volume of calls.
  • Correct errors and discrepancies on customers billing as necessary.
  • Responsible for achieving individual, team and Call Center goals.
  • Assure appropriate follow-up procedures are met for customers.
  • Handle escalated calls from customers.
  • Adhere to monthly sales and performance goals set by the company.
Education
Bachelor of Science:Investigative Forensics2017University of Maryland University College
Associate of Applied Science:Mortuary Science2017Community College of Baltimore - Catonsville
Skills
Call Center, coach, customer service, training
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Resumes, and other information uploaded or provided by the user, are considered User Content governed by our Terms & Conditions. As such, it is not owned by us, and it is the user who retains ownership over such content.

How this resume score could be improved?

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78Average
Resume Strength
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  • Strong summary
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Resume Overview

School Attended

  • University of Maryland University College
  • Community College of Baltimore - Catonsville

Job Titles Held:

  • Services Support Specialist
  • Xfinity National Sales Representative
  • Connection Center Specialist
  • Executive Assistant/Scheduler
  • Sales/Retention/Repair Customer Account Lead

Degrees

  • Bachelor of Science : Investigative Forensics 2017
    Associate of Applied Science : Mortuary Science 2017

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