Customer Service High School
Resume:
Michael J. Winn
Dallas Tx ***40
OBJECTIVE - Seeking a career opportunity that will allow me to utilize my
skill set and experience to contribute to the overall success of the
company.
QUALIFICATIONS & SKILLS
. Excellent communication and people skills that range from phone to one-
on-one conversation.
. Ability to learn and undertake new tasks and processes on a rapid and
consistent level.
. Highly experienced in multitasking by maintaining detail oriented
working ethics.
. Thorough knowledge and experience in creating and maintaining
spreadsheets and presentations.
. Highly motivated and versatile with seven years experience in customer
service and two years experience in management.
. Extensive experience in all Microsoft applications, including email
clients.
. Microsoft Office Certified in Word and Excel.
. IC3 Certified (Spreadsheet and Database)
. Experience in computer and network diagnostics.
. The ability to type 80 WPM, 10 key experience as well.
. Exceptional communication skills, both oral and written.
. Attended multiple leadership webinars / conferences
EXPERIENCE
Telvista - 2951 E. IH20 Odessa, TX 79766 / 1607 Lyndon B Johnson Freeway
Farmers Branch, TX 75234
Title: Supervisor
Dates: April 2009- Present
Duties:
. I provided direct supervision to a team of 15 - 30 employees in order
to produce successful results using prescribed policies and
procedures.
. I interviewed and hired for contact center customer contact jobs. I
coached, trained and developed direct reports.
. I wrote and administered formal performance appraisals and periodic
reviews of goals/objectives, according to schedule.
. I initiated and conducted progressive discipline and conducted
terminations.
. I planned and organized work for a team of employees.
. I initiated and implemented appropriate actions to ensure team
compliance with quality, productivity and retention standards.
. I conducted and attended communication meetings.
. I identified, resolved, and escalated concerns (employee, system,
company) as needed.
. I ensured compliance with relevant corporate and regulatory
guidelines.
(Experience Contd.)
Title: Level 3 agent (Mentor)
Dates: November 2005 - April 2009
Duties:
. Monitored and coached Technical Support Representatives and Agents
regarding client specific procedures and requirements.
. Answered questions from Technical Support Representatives and Agents.
. Lead customers, or Technical Support Representatives and Agents,
through process of fixing client-specific software and hardware
problems.
. Handled frontline and high-level Escalations/Appeals
. Analyzed metric-specific data and compiled/presented reports with that
data to the client.
Title: Level 2 agent
Dates: October 2004 - November 2005
Duties:
. Answered incoming inquiries, responded to customer questions and
solved problems according to standardized procedures while maintaining
a courteous manner.
. Asked effective questions and gathered information to determine source
of problems and customer needs.
. Accurately captured all customer and issue related information in the
proper database.
. Lead customers through documented process of fixing their software,
hardware, or network problems.
. Used product information, multiple client tools, client specific
reference materials, scripting, advanced technical knowledge, and
customer service skills and problem solving skills to diagnose and
solve customer problems.
Accomplishments:
Promoted to Level Three Supervisor in July 2009 - Supervised Third-Tier
Agents
Supervisor of the Month - July and November 2009: January and May 2010
Team of the Month - May 2010
EDUCATION
Andrews High School 1999-2003
. Received high school diploma
References available upon request
Contact this candidate