Customer Service Management

William Holub

**** *** ****** **, ************ FL 32217 . 719-***-**** .

**.*****@*****.***

Summary of

Qualifications___________________________________________________

. Eight years customer service experience.

. Excellent verbal and written skills

. Proven leadership skills, able to work independently or within a team

. Strong technical understanding and problem solving ability

. Demonstrated the ability to work in a face pace environment

. Efficient in time management while multi-tasking

. Proficient with all major system platforms

. Hard working, dependable, goal oriented, with excellent organizational

skills

Technical

Skills______________________________________________________________

Operating Systems: Citrix, CSG, AAD, Windows Vista, Windows XP, and

Windows 97

Development Tools: Java, Adobe, HTML, and Quick Time Player

Applications: Microsoft Office, Access, Power Point, Excel, Word, Outlook,

and Webmail

Employment

Hisory___________________________________________________________ Time

Warner Cable Call Center Colorado Springs, CO January 2010-

Present

Help Desk Mentor

Floor Supervisor- Handle customer concerns and supports agents with problem

resolution.

Used Microsoft 2000 series and older.

Promoted after 6 months for outstanding customer service and retention

rates of customers. Perfected approach to deescalate calls quickly and

efficiently resulting in less customer turnover.

. Provide work order problem resolution. File uploading/downloading between

spreadsheets.

. Team Management- Supervise over specific team and performance management,

ensures superior level of service. Helped with training of new hires within

their first 90 days. Provided trainees with support on CSG and Citrix

systems.

. Handle Escalated calls- Take supervisor calls for customer concerns and

other issues.

Outback Steakhouse Colorado Springs, 2007- 2010 March

Customer Service

. Social interaction with customers

. Inspired teamwork, increased sales and inspired customer loyalty by

promoting and educating others method to promote key products.

Carrabba's Italian Grill Colorado Springs, 2002-2007 Feb

Bartender

Social interaction with customers

. Consistently outstanding performance in customer service, customer issue

management.

Education___________________________________________________________________

University of Colorado at Colorado Springs

BA in Political Science May 2008

Senator Jack Taylor

Intern for Winter Semester ending 2008

Provided support to the Senator by preparatory work aimed at preparing

the senator on a variety of topics. Prepared synopsis of current issues,

events and potential risks of each topic.

Attended hearings with and on behalf of the senator

. Handled constituent concerns and voters issues about policies supported

by the senator.

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