Customer Service Manager
Resume:
Jamel Gordon
Springfield Gardens, NY 11413
********@*****.***
Objective:
To obtain a challenging position in a Call Center that would utilize my
experience and background, and provide opportunity for growth.
Profile
Accomplished professional with excellent written, organizational and
communication skills; detail-oriented, self-starter, resourceful, team
player.
Education: Herbert H. Lehman College, Bronx N.Y
Bachelors of Arts in Communications
Major: Communications, June 1998
Professional Experience:
AT&T November 2006-Sept 2009
Call Center Manager
Responsible for performance and maintaining a high quality of customer
service to customers while exceeding customer's expectations on a daily
basis
Quickly established and maintained an effective rapport with customers to
provide resolutions to day to day business issues and office concerns
Partnered with customers to understand their business, industry, and
competition to determine present and future needs and offered solutions
that meet their business objectives
Provided help to Tier I support users as well as answering Help Desk phone
calls
Analyzed and simplified the effectiveness of the communication process with
the customer service team to build motivation and establish a rapport with
our valued customers
Adhered to all company policies, procedure, and business ethics codes to
ensure daily focus on quality communication and quality performance
Monitored customer records and utilized attention to details to ensure and
achieve company objectives and outstanding customer service
Verizon January 1996-November 2006
Call Center Manager
Responsible for resolving customer issues to ensure overall customer
satisfaction as well as maintain quality help desk support for all
customers and staff
Proactively developed ongoing relationships with Sales Engineers, Billing
Implementation
Specialists and vendors to deliver the complete line of Verizon voice,
data, video, IP and
CPE products, while training new employees and managing help desk
Conducted one on one review with all representatives to build more
effective communication, to understand training and development needs and
to provide insight for the improvement of representative's performance and
overall quality customer service
Developed and motivated all staff to exceed customer expectations and
provide outstanding customer service on a daily basis
Interviewed and hired representatives based on criteria agreed upon by
senior management
Computer Skills and Accomplishments
Knowledge of Internet: Microsoft word, Excel, PowerPoint, Outlook, HTML,
Windows 7
9 years perfect Attendance with Verizon
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