Customer Service Quality Assurance
Resume:
Zachary B. Champion
Huntsville, AL 35824
**********@*****.***
Career Goals
Association with an organization that will benefit from my initiative,
dedication, capabilities, and contributions, ultimately qualifying for
advancement and increased decision making responsibilities.
Summary
Dynamic team player and experienced leader with proven track record in
customer service, with focus on sales, productivity, performance, and
overall customer satisfaction.
Experienced in overall business management, project start up and real time
complex customer escalations. Capable of organizing and managing multiple
small to large impact projects.
Proficient in Microsoft Office Applications including Excel/Visual Basic,
Word, Powerpoint, Sharepoint Office Access, and Outlook. Also experienced
in Mac OS environment and Linux/ Unix applications. Trained and experienced
in Avaya and Avaya CMS Supervisor, as well as NICE applications including
IEX personnel and resource management tools, and NICE Universe for
monitoring, recording and reviewing telephony and computer based client
interaction.
Experienced in the development and implementation of database and tracking
systems to monitor and report overall performance and sales based metrics
of individual call center agents, team performance and site performance.
Other computer experience includes investigative research in background and
collection databases.
Flexible and dependable, I understand that with business comes change and
am willing and prepared to give of myself to meet business need.
Professional Experience
T-Mobile USA
5/31/2010 - Present
Retail Sales Associate - Responsible for front to back retail experience.
Utilize "right fitting" techniques to match prospective customers with the
appropriate products and services. Extensive knowledge of mobile technology
including but not limited to handsets, network coverage, and proprietary
retail technology. Maintaining visual appeal of retail location. Developing
relationships with customers to solve problems. Building customer
confidence of customers by making the store experience interactive,
engaging and reassuring.
DIRECTV Customer Service Inc.
10/24/2005 - 5/30/2010
Customer Advocacy/Resolution Team Leader- Responsible for assembling,
training, and supervising top performing agents to handle real time
customer escalations. During assignment responsible for creating and
instituting new database systems to track performance of agents as well as
workload to department from call center floor. Data collected from these
systems provided to customer care management as reference to gauge each
team leader's availability to their agents. Receives and disperses
corporate callbacks, wellness campaign outbound calls, and technical
wellness calls to Resolution agents and ensuring that each customer who
comes in contact with our department receives final call resolution. Works
with Customer Care Managers on escalated calls that go above the team
leader level to ensure customer satisfaction. Oversees investigation into
Customer Credibility and Fraud Prevention Programs
Team Leader- Coaches and develops direct reports in all areas of
performance including but not limited to quality, quantity, productivity
and attendance. Monitors individual calls and provides feedback regarding
quality and call handle time. Conducts monthly and annual performance
evaluations for direct reports. Responsible for managing team and
individual schedule adherence and attendance. Responsible for communicating
policy updates and company information through team meetings and pre-shift
briefings. Handles escalated customer issues and works directly with
customers to bring about resolution. Manages employee issues regarding
attendance, performance, behavior, and delivers appropriate disciplinary
action as needed. Acting liaison for direct reports between other
department functions, including but not limited to: Human Resources,
Information Technology, Management, Learning and Performance Solutions,
Quality Assurance, and Resource Management. Trained and performed as leader
in the fields of Access Card Distribution/Fraud Identification and
Prevention as well as Technical Support and Customer Retention.
Employee Development Coach- Working within company training department to
provide real time assistance and development to new hire employees during
the on the job training "OJT" portion of their introductory training
program. Monitor live and recorded calls and effectively communicating
feedback on development and performance. Occasional supervisory duties.
Review work methods and processes in order to develop proactive plans to
improve individual and team results. Conducts pre-shift briefings and one
on one developments with new hires. Site wide help desk duties. Trained in
"Coaching for Success" and "Teaching Others" by certified Development
Dimensions International Facilitator. Effectively communicate agent
development and progress to "OJT" Team Lead, management and Corporate
Trainers. During tenure as Support Coach, also accepted special projects to
temporarily relocate to newly opened Customer Care Centers to perform the
aforementioned duties and other jobs as assigned to assist with center
start up.
Account Supervisor/Team Support Specialist- Assisting duties to CSR Team
Leader. Help desk responsibilities in Teams Leader's absence. Providing
real time resolutions to escalated customer calls and situations. Supervise
daily work efforts of Customer Service Representatives within assigned team
to ensure appropriate levels of quality, production, and service
requirements per company standards. Maintain liaison and provide assistance
to other operational units including but not limited to: Information
Technology, Human Resources, and Quality Assurance.
Customer Service Representative- Working in real time inbound call center
environment encompassing all aspects of customer service including: billing
and sales, technical support, advanced technical support, internet
solutions, and customer retention. Multitasking throughout various systems,
including Microsoft office programs, as well as proprietary account
systems.
Institutional Printing
07/30/2004 -10/22/2005
Printer's Apprentice -Operation and maintenance and printing press
machinery. Responsible for personal production goals within set deadlines,
while maintaining company standards of quality. Position required very
flexible hours, subject to change at a day's notice. Little direct
supervision, which allowed for much growth in personal time management and
supply management, versus production and business need.
Books - A - Million
1/19/2004 - 7/26/2004
Customer Service Representative- Retail based customer service duties
including but not limited to: assisting customers in finding appropriate
purchases, answering questions in relation to content and price of product,
researching warehouse availability of out of stock product as well as
procurement and distribution based on customer or business needs. Offered
additional support as Point of Sale Clerk and other miscellaneous store
duties.
Magazine and Publication Specialist- Acting as head of magazine and
publication section responsibilities included, confirming accuracy of
content for daily and biweekly magazine, newspaper and periodical
publications. Assigning plan-o-grams for display of the aforementioned
publications and ensuring the section was opened each day in an orderly and
neat fashion
Point of Sale Clerk- General Cashier duties. Responsible for greeting and
assisting customers in a friendly and professional manner. Responsible for
the accuracy of all transactions as well as accuracy of cash till and point
of sale electronic transactions (credit, debit and electronic check
payment).
Champion Foods of Alabama
1/17/2001 - 1/19/2004
Family business. Duties based on business need, including cashier and stock
clerk duties. Management responsibilities including: scheduling, training
of newly hired employees, inventory, payroll, loss prevention, advertising
and point of sale marketing.
Education and Extracurricular
Graduate of Decatur High School with commendations in:
History
Vocational Technologies
Member/President - Technology Student Association
Member - Future Business Leaders of America
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