Customer Service Team Member

Josephine West

Winston Salem, NC *****

Phone: 336-***-****

Email: adye1c@r.postjobfree.com

Objective

To excel in the company that has room for growth and a great use of my talents of impeccable customer service, abilities of training/facilitating a group of enthusiastic learners and to help them become the best in their positions and in becoming the companies next future leaders. Using my abilities to help support others using the program systems.I effectively resolve issues for the customers/employees with a positive outlook with a quick response and professionalism. I excel in a fast-paced environment with multiple skills at handling multiple programs at a time.

Employment History

07/2016 - 04/2023 Training/Facilitator

Charter Spectrum, Greensboro, NC July 2016 - April 2023

Trained over 3400 new hire agents for internet & Voice Support Wrote and Facilitated advanced training programs for leadership and updated information that was consistently changing on a daily basis. Helped to make the information that was being taught into a fun and positive environment for my new hires to help retain the information better. Trained at multiple locations for the company including Florida, New York, Texas, Ohio and The Carolina's. Ensured that the merging of the three companies was a consistent and smooth transition for everyone within my footprint in the company.

Accomplishments

Successfully helped ensure the merger of three companies' information while teaching the new information for the final project of Spectrum. Maintained the best retention rate for not only my call center, but also ranking in the top 1% company-wide.

Gold Star recipient for the years 2016 & 2017.

Received Exceeds Expectations on my annual reviews 2016-2022 Acknowledged for my facilitating leadership by my EVP of the Southeastern district area.

Graduate of the Lean Six Sigma Program with my Yellow-belt Officer in the WICT program for the education and growth of young women in the Communications and Technology field.

06/2005 - 07/2016 Customer Service Level 3

TWC/Charter Spectrum, Greensboro, NC November 2013 - July 2016

Handled customers personalized needs for work orders. Described use and operation of merchandise to customers. Received and processed cash and credit payments for over the phones purchases. Shared product knowledge with customers while making personal recommendations. Worked as a team member to provide the highest level of service to customers. Exceeded expectations with my supervisors consecutively for over 2 years.

Accomplishments

Successfully completed Level 3 in my career progression. Maintained monthly stats to be able to work from home. 2014 and 2015 Annual Star Award recipient. Won the 1st quarter Star Award for 2016 year

Exceeded expectations in 2014 and had Exceptional ranking in 2015 annual reviews.

Helped in side jacking and mentoring with new hire classes. Helped run dispatch chat using Webex messaging, Phones & Meeting programs to help reduce the amount of unnecessary truck rolls with the call center in Greensboro NC.

Served as a role model for a positive outcome with over 43 training classes. 06/2005 - 11/2013 Optician/Sales/ Customer Service Representative Eye Care Center, High Point, NC January 2006 - November 2013

Handled customers personalized needs for work orders. Described use and operation of merchandise to customers. Received and processed cash and credit payments for over the phone purchases.. Shared product knowledge with customers while making personal recommendations. Worked as a team member to provide the highest level of service to customers. Exceeded expectations with my supervisors consecutively for over 2 years.

Accomplishments

Achieved high sales percentage with consultative, value focused customer service approach.

Maintained top sales in location helping patients with detailed, luxury, premium merchandise

Annually maintained top 10 ranking in sales for company. Education History

ITT High Point, NC

Computer Science Focus on Cyber-security.

University of Tennessee Knoxville

Computer Science

Occupational Licenses, Certificates and Training

03/2022 Lean Six Sigma Yellow belt completed.

Six Sigma Global Institute

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