i have worked in customer service for 30 years. Qualified Customer Service Supervisor in tier 1 and tier 2, offering a record of successful job performance, proven problem solving ability and experience developing and implementing innovative solutions.
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i Played an instrumental role in implementing and building tier 2 in the Omaha COE.
successfully interviewed and on boarded over 45 new tier 2 agentsin a year and a half.
i only had one involuntary terminations and zero voluntary terminations in the first year and a half of tier 2 in the Omaha COE.
i helped to develop training materials and curriculum for all new hires in tier 2.
i have personally on boarded all new tier 2 agents in tier 2. i have visited and maintained relationships with all new hires .
i gained tool access for all new hires in tier 2.
I have been instrumental in the hiring and on boarding and development of all tier 2 Representatives .
I have been instrumental in thew creation of training and curriculum for the tier 2 on boarding process.
I am instrumental in gaining all tool access for tier 2 agents.
I coached and trained to all metrics and Behaviors.
To help my team be ready for their next step in their Cox careers I was part of the work stream for tier 2 during the transformation. As a tier 2 supervisor i worked with the new product teams out of Atlanta to help evaluate and develop tools and processes for contour 2.
Interview and on board and develop tier 1 technical support representatives.
coach and develop tenured Tier 1 technical support representatives.
create a fun and exciting team environment to work in.
To help my team be ready for their next step in their Cox careers
Technical support for Telephone, internet, and Cable Television.
Adding sales while offering professional tech support for all services.
Training new hires to trouble shoot cable, telephone and internet services.
Facilitating any additional training need training needed,
One on one coaching for behaviors that will lead to success
Call monitoring for quality, and coaching to behaviors
Technical support for internet customers; dial up, dsl, cable and satellite support.
Customer service, to all customers.
also offering services that the customer has not already signed up for, for example voip, Norton anti-virus, and any other value added services available.
Managed and developed a team of 40 employees, Including 4 department Managers.
Trained all new associates, in all aspects of store operations.
Maintained quality guest service using creative problem solving while maintaining corporate standards.
Initiated and developed contests and incentives for Guests and employees to drive sales.
Managed and the entire operation of the store from front to back, including cash handling, inventory control, loss prevention, and Keeping controllable costs within corporate guidelines.
Translated English to Spanish for those customers whose first language was Spanish.
Furst Group-Fremont, NE. 1997-1999
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