PROFESSIONAL SUMMARY:

• Enthusiastic and dedicated professional with more than 10 years of experience providing leadership, support and counsel to customers in the telecommunications, financial, and consumer products industries.
• Extensive experience planning and organizing work streams, preparing and coordinating communication, managing the procurement process, and troubleshooting technical issues.
• Recognized for leadership, creativity, analytical skills, and superior ability to effectively identify opportunities for process improvement.

TECHNICAL SKILLS:

Microsoft: Word, Access, Excel, PowerPoint, Outlook, SharePoint, Lync, Publisher, Visio, Visual Studio

Software: IBM (Lotus) Notes, CentreVu, Remedy, ICOMS, Symantec, PeopleSoft, ADP, Adobe and Vantive

Hardware: Avaya, HP, Dell, Lexmark, LG, Samsung, Cisco, Motorola, Routers and Switches

Operating Systems: Windows XP/Vista/7/8/8.1, 10, Mac OS X

Web Page Development: HTML, CSS, JavaScript, PHP

PROFESSIONAL EXPERIENCE:

Confidential

Service Specialist

Responsibilities:

• Assisted clients with their online Confidential account information and technical issues with the online service.
• Responded to calls and written requests while meeting both quality and quantity metrics.
• Worked independently and in partnership with team members to exceed client expectations.
• Provided fellow associates and branch offices with easy access to information, friendly support, and reliable solutions.
• Assumed ownership of complex situations per compliance, industry laws, and regulations to create solutions to best serve clients.

Confidential

Customer Service Representative

Responsibilities:

• In charge of procurement activities associated with the replacement of merchandise certificates for customers of nationwide retail chain, as well as the replenishment of inventory stores and commitment of services.
• Managed customer database and made recommendations for improvements to indexing that increased database efficiency, and reduced costs associated with manual lookups when the database was less capable.
• Administered and processed sample requests for domestic and international customers of one of the top health and nutrition corporations in the nation, as part of a marketing campaign to expose thousands of potential customers to new products.
• Facilitated safety meetings and made important contributions that enhanced employee safety and enforced compliance with corporate safety policy.

Confidential

Senior Customer Service Representative

Responsibilities:

• Tier 2 support specialist with resolution of over 200 customer concerns weekly regarding high - speed internet service, billing, equipment registration, and set up of email accounts.
• As assistant manager, neutralized and resolved escalated customer issues that resulted in higher customer retention rates by providing an increase in customer satisfaction.
• Conducted troubleshooting for wired and wireless connectivity including Transmission Control
• Increased employee productivity through training and offering floor support to agents in transition.
• Created training documentation for floor support personnel resulting in improved understanding of the customer service system, and increased efficiency of customer service agents.
• Received Confidential Power of One Champion award for commitment to the delivery of superior performance.

Confidential

Portfolio Analyst

Responsibilities:

• Managed portfolio of 120 delinquent accounts daily for GMAC, including preparation of documentation as required for legal proceedings associated with collections.
• Used Lexis-Nexis, Fast Data, and Zaba Search tools to access public information as required for skip tracing/tracking of GMAC customer accounts.
• Assembled and managed customer data for processing of customer extensions by the Special Accounts Group.
• Prepared correspondence for delinquent accounts to inform customers of account status in accordance with company policy.

Confidential

Office Leader

Responsibilities:

• Managed premium tax office including greeting clients, answering calls, resolving customer concerns/issues, distributing employee checks, performing payment processing and answering client questions. Served as liaison between Area Manager/District Manager and customer to ensure issues were addressed in a timely manner.
• Supervised administrative personnel by assigning tasks, developing training materials, presenting in training sessions, and providing performance feedback.
• Increased revenue by implementing incentive and marketing programs to grow client base.
• Reduced operating costs by organizing office supply inventory and implementing a process for obtaining supplies from the storeroom.
• Increased office efficiency by keeping log of customer concerns and questions for review and resolution. Escalated concerns to the district manager for resolution as necessary.

Confidential

Team Lead

Responsibilities:

• Supervised and trained 40 junior customer service representatives who resolved customer concerns in support of products manufactured and sold by several Fortune 500 companies, which resulted in team awards for customer service.
• As a supervisor and subject matter expert, I closed over 120 escalated-customer concerns daily when junior customer service representatives could not resolve customer concerns.
• Increased team efficiency and competency by providing training, guidance, and motivation to new representatives promoting understanding of Windows system environment and SAP Sales and Distribution application module.
• Enforced all policies and procedures associated with customer service role and monitored and tracked performance of customer service representatives for feedback and training.
• Documented call center performance via call-tracking system metrics.