Valerie Wilcox

*** ******* *****, ***********, ** 30281

Cell: 404-***-****: acs0xa@r.postjobfree.com

Summary

Skilled customer care supervisor. Resourceful supervisor who consistently meets and exceeds productivity goals.

committed to addressing customer concerns with speed, accuracy and professionalism.

Qualified Customer Service Manager offering a record of successful job performance, proved problem solving ability

and experience developing and implementing innovative solutions.

Highlights

High customer service standards

Employee relations specialist

Call center management experience

Dedicated to process improvement

Conflict resolution proficiency

Customer service management expertise

Negotiation competency

Troubleshooting skills

Telecommunications knowledge

Training manual contributor

Proficient with Microsoft Office Suite

Accomplishments

Exceeded corporate target for customer satisfaction, net promoter score and first call resolution month over month.

Experience

Customer Service

Convergent outsourcing for Duke Energy Utilities (Hire Dynamics)

December 2014 to October 2015

Customer service calls both inbound and outbound

Went over billing with customers

Set payment arrangements for customers when they were unable to pay utility bill

Processed Utility payments for customers

Customer Service

Ackerman Security Systems

October 2013 to December 2014

Customer service calls both inbound and outbound

Dispatching authorities on Burglar, fire, and medical alarms

Answering customers questions regarding their bills.

Trouble shooting customer alarms

Customer Service Supervisor

June 1999 to February 2013

Verizon Wireless - Alpharetta, GA

Successfully managed the activities of 14 team members in multiple locations.

Created training manuals targeted at resolving even the most difficult customer issues.

Recruited, managed and mentored new customer service representatives.

Monitored the daily activities of customer support employees.

Owned team productivity metrics.

Improved service quality and increased sales by developing a strong knowledge of company's products and services.

Interviewed, hired and trained new customer service representatives.

Provided detailed monthly departmental reports and updates to senior management.

Addressed negative customer feedback immediately.

Provided a high level of product and leadership support to representatives and customers.

Effectively communicated with team members to maintain clearly defined expectations.

Developed rapport with the customer base by handling difficult issues with professionalism.

Generated and distributed daily reports and order acknowledgments to appropriate personnel.

Customer Service/claims review

June 1998 to June 1999

Subro Audit - Marietta, GA

Collected customer feedback and made process changes to exceed customer satisfaction goals.

outbound and inbound calls for insurance subrogation.

Education

Certifications in Project Management

Currently Pursuing Bachelors degree in Organizational Psychology

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