SUMMARY

• I am a customer service professional that has demonstrated the ability to work independently or in a team environment. I pay close attention to detail and I have formal education and training in computer technology, networking.
• I have a passion for the development of my team and I have strong leadership, analytical and strategic planning skills.
• I am searching for a team that will challenge me as well as provide an opportunity to demonstrate my leadership skills.

PROFESSIONAL EXPERIENCE

Customer Resource Supervisor

Confidential

I am a customer care leader responsible for coaching a team of agents to deliver an excellent customer experience. I review daily, weekly and monthly KPI’s (Key Performance Indicator) to coach and develop the performance of team members.

• Improved my team’s schedule adherence to #1 in the call center in the 1st 30 days.
• Coach and motivate employees during an Enterprise consolidation of customer service operations.

Customer Service Manager

ConfidentialI am a customer care leader responsible for managing the delivery of “Confidential” Customer Service to Confidential ’s high end clients. I am proficient at monitoring real - time call center performance using tools like Aspect eWFM/Empower and CMS maintenance. I review KPI (Key Performance Indicator) results and identify ways to improve performance and reduce operating cost. I coach and develop Supervisors and Team Leads so that they can teach agents how to have a difficult conversation with our clients while providing an exceptional customer experience.

• In 2013 through 2015; 7 of the last 8 internal applicants promoted to the role of Supervisor came from my team.
• 70% of the Customer Service agents promoted to Team Lead have come from my teams.
• Consolidated inbound calls from NYC and North Carolina to my group.
• Partner with Learning & Development to coordinate training of agents on multiple billing systems, CSG and ICOMS, to provide full support across 9 divisions in the East region.
• Developed and implemented a technical training course that teaches tier 1 agents how to troubleshoot e-mail and wi-fi connectivity problems which reduces and/or negates the need to transfer the call.
• Implemented a Work from Home (WFH) team of 12 agents.
• Recognized with Confidential ’s STAR performance award.
• Overall Performance Nov 2014, Dec 2014 and Jan 2015
• CSAT (Customer Satisfaction Surveys) Jan 2015, Feb 2015, Apr 2015, May 2015
• FCR (First Call Resolution) Jan 2015, Feb 2015, Mar 2015, Apr 2015

Customer Service Supervisor

Confidential

Promote World Class Customer Service through one on one coaching with timely feedback and encouragement, while focusing on team and individual performance.

Monitor the performance of the network using available tools and communicate issues to appropriate departments in order to enhance call center performance and the customer experience. Create and maintain a pleasant and productive work environment by giving employees timely and complete feedback about their performance, participating in incentives and demonstrating fair and equal treatment.

• 2009-2010 My Team Lead was promoted to Care Supervisor and one of my front-line members was promoted to Team Lead.
• 2009 Developed 50% of agents to meet an “exceed expectations” rating on their year-end performance review
• 2010 Served as subject matter expert for AAD (Advance Agent Desktop) and asked to attend demonstration of its capabilities and provide feedback to Executive leadership.
• 2009 Launched repair strategy for Charlotte division by recruiting agents with advance video troubleshooting knowledge and routing them calls to reduce truck roll rate from 24% to 21%.
• Developed and implemented recursive training for tier 1 agents to improve call performance.

Customer Service Agent/Team Lead

Confidential

Perform tier 1 level customer support by diagnosing customer connectivity problem and routing to proper department to resolve customers’ issue. Perform tier 3 level customer support by troubleshooting connectivity issues with wireless networks, voice over IP telephony and broadband cable modems. Proficient with Remedy Action Request ticketing system used to track service issues regarding Internet connectivity and voice over IP telephony issues.

• Presented with a Most Valuable Employee nomination for excellence in the fourth quarter of 2006
• Assisted Call Center supervisor with feedback and coaching to agents in efforts to improve performance.
• Assisted call-center managers with corporate employee sit-ins to increase corporate awareness and knowledge of customer complaints and service problems to provide customers with more reliable services.

Cable Installer

Confidential

Performed cable and high speed data installations as a contractor for Confidential . Greet customers courteously and professionally to review their order and provide education on the services. Install cable converters and high speed internet modems as well as wireless internet connectivity. Provide customers with education on their video and high speed data services such as using the DVR and connecting to the wireless access point. Proficient at installing and maintaining cable wiring from the curb to and throughout the home.