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Trusted Advisor (Remote) Resume Example

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TRUSTED ADVISOR (REMOTE)
Professional Summary

Highly motivated professional with 15+ years of experience. Manages and improves team operations with diplomatic and resourceful leadership. High-energy problem-solver knowledgeable about competitor strategies and talented in adapting team techniques to overcome challenging styles. Dependable and proficient in team and operational leadership. Enthusiastic about supporting business success.

Work History
Teleperformance - Trusted Advisor (Remote)Americus, GA04/2013 - Current
  • Assisted with troubling shooting devices for, customers.
  • Managing up to 8 agents viewing and listening to their calls on a daily basis.
  • Disturbing stats to new agents; mentoring over new hire as needed.
  • Providing good customer service.
  • Making changes to customers' accounts; billing, address, etc.
  • Compiled customer feedback and recommended service delivery improvements to management.
  • Responded to customer requests for products, services and company information.
  • Maintained customer happiness with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Used company troubleshooting resolution tree to evaluate technical problems while leveraging personal expertise to find appropriate solutions.
  • Tested and operated mixers to confirm correct calibration while scheduling routine, preventive and reparative maintenance to maintain production workflows and achieve production output benchmarks.
  • Utilized operational statistics to achieve steady growth through new processes to generate significant profits.
  • Collaborated with management to provide training on improved processes and assist with creation and maintenance of quality training.
Engencia - Team Lead/ Coach (Remote)Americus, GA04/2014 - 04/2018
  • Key contact person for Global Operations Manager for all sourcing related questions in Domestic and International and Canadian client.
  • Key contact person for end client for any feedback and issue management.
  • Lead team of currently 15 agents' specialists located in US, Canada.
  • Gatekeeper assign new meeting requests and equally distribute work amongst team members.
  • Monitored team's performance to ensure all SLAs in relation to their tasks as stated in the contract are being met.
  • Monitored team's performance to ensure cost avoidance target is being met.
  • Ensured data entry into the client's profile technology is accurate and timely.
  • Responsible for all HR related activities such as hiring new staff, goal setting, performance reviews, development plans etc.
  • Conducted team meetings and distributing stats on a weekly basis.
  • Disturbed QA on all calls and monitoring tool usage.
  • Worked in Sabre Red to assure Flights, hotels and car are booked correctly.
  • Stepped up to assist customer service manager with complaints and issues during times when department was short-staffed.
  • Coached new telephone agents on service techniques and provided scoring through quality assurance program.
  • Documented counts and sorted finished work to promote easy access for shipping or additional processing.
  • Managed schedules, accepted time off requests and found coverage for short shifts.
Apple - Customer Service Specialist (Remote)Troy, MI09/2013 - 01/2015
  • Retained accounts by addressing potential cancellations and offering catered solutions to maintain account status.
  • Surpassed performance goals by approaching all interactions with resourcefulness, organization and customer-centric solutions.
  • Increased efficiency and team productivity by promoting adherence to operational best practices and company policies.
  • Handled high volume of in-bound calls pertaining to reconciliation of delinquent accounts.
  • Identified, researched and resolved billing variances to maintain system accuracy and currency.
  • Delivered technical sales presentations to prospects and presented benefits and value of products.
  • Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed.
  • Removed malware, ransomware and other threats from laptops and desktop systems.
Habitat for Humanity - Affiliate RepresentativeAmericus, GA06/2006 - 01/2013
  • Tracked, updated and imputing all International donor information into system in the Call Center.
  • Prepared donor reports/Update Affiliates tax forms.
  • Tracked and entering all domestic and international donations.
  • Researched and correcting data system errors.
  • Prepared payroll information for department.
  • Educated customers on promotions to enhance sales.
  • Compiled customer feedback and recommended service delivery improvements to management.
  • Answered customer telephone calls promptly and in appropriate manner.
  • Provided primary customer support to internal and external customers in fast-paced environment.
  • Responded to customer requests for products, services and company information.
  • Devoted special emphasis to punctuality and worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately.
  • Drove operational improvements which resulted in savings and improved profit margins.
Skills
  • Team management
  • Project organization
  • Report preparation
  • Inbound and Outbound Calling
  • Good listening skills
  • QuickBooks Pro
  • Document filing
  • Team Oversight
  • Staff Management
  • Customer Complaint Resolution
  • Problem-solving skills
  • Quality assurance
  • Answering questions
  • Communication skills
  • Verbal and written communication
  • Gathering information
  • Performance improvements
  • Team building
Education
2013Georgia Southwestern CollegeAmericus, GABachelor: Science, Business & Office Technology
2004South Georgia Technical CollegeAmericus, GAAssociate of Science: Business Administration
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Resume Overview

Companies Worked For:

  • Teleperformance
  • Engencia
  • Apple
  • Habitat for Humanity

School Attended

  • Georgia Southwestern College
  • South Georgia Technical College

Job Titles Held:

  • Trusted Advisor (Remote)
  • Team Lead/ Coach (Remote)
  • Customer Service Specialist (Remote)
  • Affiliate Representative

Degrees

  • Bachelor : Science, Business & Office Technology
    Associate of Science : Business Administration

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