Customer Service Manager

Gary Arp-Misrahi

***-** **** ******

Glen Oaks, NY 11004

Cell. 917-***-**** H. 718-***-**** ****@***.**.***

Business Skills

. Effective and accurate project Management with interpersonal skills,

phone manner and etiquette. Pleasant demeanor in communicating

effectively and tactfully.

. Software: All windows operating systems, Microsoft Word, Excel, Power-

point, etc.

Professional Experience:

Time Warner Cable, Flushing, NY January 1996-

Present

E-Care/Escalations Help Desk Lead/Supervisor/Manager

. Handle escalated customer scenarios, including office of the

President, Social Media and Customer Correspondence, NYC E-Care and

Outsource Vendors.

. Answer inquiries regarding billing, troubleshoot to resolve various

issues with service, and process work orders for service installation

and upgrades.

. Build rapport with customers, to help ensure the customer is satisfied

with service.

. Build relationships within a team, to have the best productivity and

statistics possible.

. Provide daily updates and feedbacks in transition meeting, to ensure

Outsources are aware of current policies and procedures.

. Audit interactions between customer E-Mails and Chat for accuracy and

resolution.

. Follow up with customers that were given incorrect information or did

not have a resolution via Chat or E-mail, after hours or weekends.

. Provide daily coaching opportunities and reports regarding

inaccuracies made by agents directly to their Leaders overseas.

. Host weekly conference calls and calibrations with Convergys Leaders.

This allows us the opportunity to coach and address inquiries and

advise and discuss Agent trends observed.

. Keep weekly tracking of Error Ratio Statistics and produce monthly

reports to Higher Ups..

. Manage all Pay Per View disputes for the NYC region..

. Support Teletech line via phone and E-mails..

. Manage supervisor escalations from the Sales Department, Collections,

and the Outsource Vendors (Convergys).

. Manage all VIP accounts with general inquiries.

. Coordinated daily circulated newsletters, which included layout,

design and editing.

. Manage all the Apartment managers accounts for the NYC region which

includes service billing and sales.

SugarKids Clothing Company, Glen Oaks, NY May 1994-

January 1996

President

. Buying, Shipping & Receiving, merchandising, inventory control and

accounting

Florida Power & Light Company, Miami, FL July 1984-

October 1993

Customer Service Account Manager

. Supervised 20 employees for the review and correction of

customer accounts

Education:

Bachelor of Arts, Political Science - 1984

Queens College, Queens, New York

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