I'm a motivated customer service specialist with over ten years retail and call center experience in a fast-paced, team-based environment. I also have six years experience in a warehouse
environment supplying and resolving equipment issues for in house clients and technicians.
Exceptional communication skills
MS Windows proficient
Strong client relations
Training development aptitude
Proficient in cash management
Shipping and receiving professional
Multi-line phone talent
Skilled in call center operations
Adheres to customer service procedures
Strong problem solving aptitude
Set Top Box Tester, 09/2012 to 12/2013 Communications Test Design Inc. – Tolleson, 85353, AZ
Worked in the testing department of a production line.
Hooked set top cable boxes into a machine and ran the automated software that ran the test to ensure that each box had all of it's inputs working at their highest function.
Will Call Data Administrator Coordinator, 04/2007 to 02/2008 Cox Communications – Phoenix, AZ
Responsible for setting appointment times for walk in pickups by in house technicians and contractors.
Processed all incoming orders from start to finish of it's life cycle
Worked extensively with both over the phone and walk in communications with both in house and external customers
ASC Warehouse Coordinator, 02/2008 to 09/2012 Cox Communications – Phoenix, AZ
Oversee warehouse staff, inventory control, & order processes for the ASC ensuring efficiency.
Oversee incoming & outgoing Customer Premises Equipment & materials required by the technicians including test equipment repair issues thereby protecting company assets.
Work with Team Leaders within various departments daily ensuring the needs of all involved are met in an efficient and timely manner Oversee the accuracy of necessary reports both daily & monthly, & quality control all data entry Responsible for maintaining a high level of customer service to our internal customers through contact at the window, at their trucks, via phone and email communications Facilitate and attend various monthly meetings in person & by conference call between all the department coordinators, monthly staff at my own ASC, & any other meetings necessary to maintain smooth, consistent working relations between us and our customers.
Major Accomplishments: Graduated from the Aspiring Leaders Program Successfully served as.
Fraud Prevention Specialist, 08/2006 to 02/2007 Discover Card Financial Services – Phoenix, AZ
Customer Service on both outbound and inbound calls in a call center environment that dealt with possible fraud being perpetrated on card members' accounts, assuring their security Filed fraud reports and worked in conjunction with the fraud investigation team to resolve conflict Assisted Team Leader with the handling of team reports and managing team statistics Worked with retail merchants and law enforcement when necessary regarding fraud investigations, and when asked would handle escalated calls if Team Leader unavailable.
Major Accomplishments Chosen to be a part of new process development team Scored exceeds expectation on monthly reviews Chosen to be a part of the Leaders of Tomorrow program.
Front Office/ Tech Support, 01/1994 to 01/2000 Telecable / TCI / Time Warner Cable – Overland Park, KS
Inbound customer service calls in call center environment both in the front office billing /sales department and the technical support group.
Front office: Piloted the program to have a full time front counter team, dealt with sales and billing issues over the phone, ran account aging reports and made reminder calls, assisted walk in customers and equipment issues Tech Support Office: Assisted customers connect equipment by walk through over the phone, determined area outages, and need for individual service calls, routed technician jobs.
Varied other office duties such as mail processing, filing, and third call switchboard operator Major Accomplishments Promoted to CSR level 3 from CSR level 1 Three Star Excellence in Customer Service Award through HBO.
1994 Johnson County Community College - Overland Park, KS
PowerPoint, Excel, Trust Begins With Me, et al Smith Defensive Driving School/Certified Forklift Operator: Present Cox University - Phoenix, AZ