Customer Service Professional highly skilled in call center management, training, recruiting, problem solving, service solutions
with over 14 years experience in call center environments dedicated to providing world class customer
service.
Skills
Lotus Notes, Lotus 1-2-3, IBM
Adherence to high customer service standards
AS/400 experience
Strong problem solving aptitude
Superior attention to detail Excellent time management skills
Knowledgeable with SAP Proficient with Microsoft Office
Proficient in Microsoft Offfice Suite
Avaya Software knowledge
Talented client relations manager
Customer interface expertise
Exceptional workflow management
Advanced computer proficiency with both PC and Mac
Work History
11/2015 to 05/2016
Tech CoachFiserv, Inc. – Sioux Falls, SD,
Answered inbound technical support calls for Verizon customers while adhering to call center standards. as well as Verizon policy and procedures.
Provided a pleasant customer interaction and maintained call control by using communication tactics
like: empathy, positive inflection, and tone.
Engaged customers to Asses their situation, wants, and needs in order to recommend proper products and
actions.
Performed queries in multiple databases and input information into forms and tools to find the correct
information about the company, products, coverage as well as evaluate usage, assess bills, and give credits
as needed.
Effectively managed a high-volume of inbound and outbound customer calls.
Defused volatile customer situations calmly and courteously.
Accurately documented, researched and resolved customer service issues.
Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment.
06/2007 to 11/2015
Account Support SpecialistTrust Point Inc. – Eau Claire, WI,
Take inbound calls from customers then create service requests in order to dispatch to the appropriate
technician.
Organize completed service requests and related invoices and code for accounts receivable invoicing.
Assist account and project managers in scheduling technicians for installations and projects.
Own customers' escalated issues and complaints and follow them through resolution.
Maintain accurate database records of merchandise including returns, current inventory and cost handling.
Identify, procure, and order parts to be sent to site as needed.
Provide tier I technical support on Avaya systems as needed.
Owned collections for division by maintaining a spreadsheet of past due accounts, and contacting those
accounts to see when they will be paid or make payment arrangements with customers.
Managed the Sears and Safeway accounts to ensure stores were up and running with PBX service as well
as had the correct equipment needed for service while meeting all SLA's and KPI's.
Accurately documented, researched and resolved customer service issues.
Mastery of customer service management systems and databases include SAP.
Prepared reports and communication for senior management and clients.
03/2004 to 03/2007
CoachSitel – Pompano Beach, FL,
Managed a team of 16-23 customer service representatives Delivered clear job expectations by setting
personal and company goals, making plans to achieve these goals and ensuring plans were executed
through extensive follow up with daily remote, recorded, real time monitoring and feedback sessions.
Identified representative's opportunities and ensured that team members obtained the appropriate training.
Partnered with Learning and Development to acclimate the newly hired representatives into production
by having multiple weekly coaching sessions during and after initial training.
Conducted quarterly and yearly evaluation of each representative's performance.
Participated in hiring new team members and promoting internal candidates by interviewing candidates
and working with other Coaches and Human Resources to decide on the best candidates for hire and
promotion.
Provided timely feedback to the management team on representative trends and issues.
Work with other leaders to build strategies on how to facilitate and inspire culture change.
Supported new Coaches by offering tactics and verbiage to use when coaching representatives, training
on how to use new tools and systems, and general job support Assisted in developing tools used to
promote call handling efficiency and accuracy.
Oversaw call center employees to ensure customer satisfaction goals were consistently met.
Initiated operations improvements to improve overall call center productivity.
Issued corrective action when representatives were not meeting expectations.
04/2003 to 04/2004
Senior Rep – , ,
T-Mobile Customer Care - Nashville
Led team to be the top performers of the call center from August- October of 2003
Trained new Senior Representatives and Coaches in the use of applications and tools, time management
and coaching strategies.
Performed coaching duties in the absence of a Coach from September 2003 through February 2004.
Organized and conducted team meetings and training.
Monitored, assessed and coached representative to meet call center standards
Trained representatives how to use their tools efficiently and effectively and how to handle call situations
in order to provide a world-class experience to the customer.
Provided an elevated customer experience to generate a loyal clientele.
Developed reputation as an
efficient service provider with high levels of accuracy.
Assumed ownership over team productivity and managed work flow to meet or exceed quality service
goals.
Resolved escalated customer concerns empathetically and professionally.
Education
Expected in Current
BBA: Business Management Middle Tennessee State University - Murfreesboro, Tennessee GPA:
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