Customer Service Manager

Nyasha Estell

***** **** ****** **** ( Riverside, CA 92508 (

*******@*******.*** 951-***-****

Qualifications Summary

Highly personable Customer Service Professional with over ten years of

experience in account management, claims and sales processing, and call-

center operations within the telecommunication and travel industries.

o Talent for identifying customer needs and presenting appropriate

company product and service offerings.

o Demonstrated ability to gain customer trust and provide exceptional

follow-up, leading to increased repeat and referral business.

o Demonstrate excellent verbal and written communication skills.

o Expertise in resolving escalated customer service issues.

o Secured numerous company achievement awards for delivery of

exceptional customer service.

o Proficient with Microsoft Office System (including Microsoft Word,

Microsoft Excel, Microsoft PowerPoint , Microsoft Access, and

Microsoft Outlook ).

Professional Experience

ATT Wireless - Cerritos, California

Quality Analyst (2003 to March 2010)

Promoted to the Quality Analyst position to support our Quest for

Excellence initiatives. Collaborate with Customer Care Floor Manager to

create strategic plans to enhance customer satisfaction. Provide employees

with tools to maintain and increase service levels to both internal and

external customers. Monitor, score and provide feedback on calls in

accordance with National Quality Guidelines.

. Participate in local and national calibration sessions.

. Identify and implement change on outdates, incorrect, and missing

information within the current on-line reference tool.

. Analyze and document gaps and defects in processes, procedures, and

systems.

. Work closely with Floor Managers/Trainers to recommend improvements

accomplish measurable positive impact to revenue, costs, and service.

. Communicate performance trends, call guideline updates/changes and

provide training to the National Quality Program.

ATT Wireless

National Business Team Leader

Recruited to provide top-notch service to both internal and external

customers. Answered questions, responded to concerns, and alleviated

delicate situations with professionalism and sensitivity. Assisted Training

Manager in creating and updating training materials. Prepared daily reports

for my team.

. Effectively coach, manage and developed my team to meet/exceed company

goals and objectives, and focus on continuous improvement.

. Manage my team to provide world class customer service to both

internal and external customers utilizing One Contact Resolution.

. Consistently recognize outstanding performance via company sponsored

programs.

. Improve teamwork within National Business Services and foster

alignment with other functional areas.

. Manage payroll and team expenses.

ATT Wireless

National Business Lead Representative

In this developmental position I provided managerial support under close

supervision variety of roles within National Business Services.

. Provide on the phone support on escalation calls.

. Support to the National Business representatives.

. Monitoring National Business Service calls to evaluate quality.

. Preparing and using data in reports for management decision making

. Scheduling, Training, Interviewing and completing training course

assignments and other duties assigned.

ATT Wireless

National Business Representative

Resolved customer concerns in collaboration with respective agency and

other departments. Provided measurement on volume and trends to determine

agency education needs and improve customer satisfaction and retention.

. Consistently meets or exceeded my job responsibilities

. Excellent interpersonal management, communication and organizational

skills.

. Demonstrated decision-making ability.

. Demonstrated reliability, integrity and confidentiality.

United Airlines - El Segundo, California

Reservation Agent (1995 to 1997)

Reservations agents are charged with providing exceptional customer service

one-on-one Customer telephone contact to schedule air travel on United

Airlines.

. Handles calls regarding general information about airline travel on

United Airlines.

. Responds to emails and other correspondence regarding company

products.

. Resolved general customer service concerns through effective customer

service techniques.

. Highly motivated self-starter with the ability to multi-task.

. Ability to work independently and in a team environment.

. Received numerous accolades from senior management for consistently

providing excellent service and tactfully resolving sensitive issues.

Training and Professional Development Summary

I have received and trained others countless hours through the

years. I can provide transcripts and documentation upon request.

Below I have listed a few that come to mind:

. Always Treat our Customers with Respect Certification of

Completion

. Managing Challenging Calls

. Diversity: Creating a Respectful Workplace

. Annual Work - Safe/Work Green

. The Empowering Leader

. Managing Lawfully

. Customer Interaction Training for Customer Service

. Business Ethics: Doing the Right Thing for Customer Service

. Professional Work Environment

Contact this candidate