Customer Service Sales
Resume:
JEFFREY N BROOKS
Email: abo35f@r.postjobfree.com
Address:
City: AURORA
State: CO
Zip: 80013
Country: USA
Phone: 303-***-****
Skill Level: Any
Salary Range:
Primary Skills/Experience:
Customer service management where my experience can be utilized to improve customer satisfaction and employee development.
Educational Background:
High School Dipolma from Robinsdale Armstrong, New Hope MN 1/2001 to 6/1986 (General studies)
High School Dipolma from Globe Business College, New Hope MN 1/2001 to 10/2012
Job History / Details:
Summary
Customer service management where my experience can be utilized to improve customer satisfaction and employee development.
Highlights
Microsoft Outlook, Word and Excel
Siebel Communications
Gateway System
IEX Total View
Customer-focused
Skilled trainer
Training and development
Focused on customer satisfaction
Experience
May 2011 to Current
DIRECTV Denver, CO
Team Leader, Customer service agent
Responsible for day-to-day supervision of Customer Service Representatives who deal with customer inquiries by phone or in writing.
Works with management team to identify problems and improve customer service levels.
Communicates company and unit policy, procedures and practices either orally or in writing to staff, customers, other departments, and/or senior management.
Resolves routine and/or escalated customer service problems.
Responsible for ensuring staff has the appropriate level of formal and/or on-the-job training to effectively perform the duties/responsibilities of their job.
Coaches staff to improve business factors such as; customer service levels, sales performance, call quality, hold time and availability.
Writes and conducts performance evaluations; may assist in employment decisions and setting performance goals and objectives; may suggest methods to improve customer satisfaction.
Cross-trained and backed up other customer service team leaders.
Investigated and resolved customer inquiries and complaints in an empathetic manner.
Provided detailed monthly departmental reports and updates to senior management.
Identified individual development needs with appropriate training.
June 2008 to April 2011
ADT SECURITY Aurora, CO
Tech II Specialist
Received in-bound calls from field technicians for programming and technical support issues.
Ensure programming for security panels are correct and security systems are operational prior to technicians leaving the resident or business.
Review accounts for accuracy of zones and panel information using company systems such as mastermind, Informix & admin.
Promptly responded to inquiries and requests from prospective customers.
October 2003 to May 2008
FRONTIER AIRLINES Denver, CO
Ramp Agent, Tower Baggage Coordinator, Central Baggage Specialist
Loaded and unloaded airplanes within a 40 minute turnaround time standard.
Coordinated with catering, ramp leads and tower personnel to ensure the on-time departures of all planes.
Received inbound calls from upset passengers regarding lost luggage and claim forms.
Processed lost baggage claims for payment to passengers.
Worked with other airlines to ensure the safe return of lost luggage to passengers.
November 2005 to March 2007
AFFILIATED COMPUTER SERVICES Denver, CO
Operations Integrity Lead, Quality Assurance Agent
Operations Integrity Lead.
Ensured the accuracy of all calls to the call center agents and the processing of claim applications.
Corrected documents for client center processors.
Performed new hire and recurrent training for Colorado State employees.
Assisted in contract negotiations for contract re-bids.
Rewrote training program for new hire training classes.
Developed, implemented and monitored programs to maximize customer satisfaction.
Trained staff on operating procedures and company services.
March 2003 to March 2005
ANTHEM BLUE CROSS & BLUE SHEILD Denver, CO
Behavioral Health Customer Service Representative
Provide service to clients and mental health providers regarding insurance issues.
Answer requests by phone, mail or in person regarding insurance claims & policies.
Gave referrals to clients seeking psychiatrists, psychologists, and other licensed mental health professionals.
Assist clients and providers in resolving outstanding claims issues in regards to payment.
September 2001 to March 2003
PROTOCOL USA Glendale, CO
Trainer, Team Lead, Customer Service Representative
Received "Employee of the Quarter" award for outstanding service.
Provided new hire and recurrent training for adults in areas of sales and customer service.
Gave presentations regarding new marketing products and promotions.
Supervised sales agents by answering questions, monitoring daily stats and coaching them on ways to improve levels of service.
Respond to escalations calls and resolved customer issues and complaints.
Maintained 95 percentage or higher monthly quality and assurance scores as a sales agent.
Resolved customer questions, issues and complaints.
Effectively communicated with team members to maintain clearly defined expectations.
April 1999 to August 2001
INTERNET COMMERCE & COMMUNICATIONS Denver, CO
Collections Manager, Customer Service Supervisor, Customer Service agent
Responsible for the collections reporting and activity in six different regions throughout the United States.
Managed all individual accounts in excess of $80,000 and a regular account base totaling between $700K-$1million.
Reconciled accounts to identify and resolve billing discrepancies on corporate accounts.
Negotiated contracts and regularly interacted with vendors and commercial clients.
Approved credits, write-offs and refunds and performed follow-through on bankruptcies.
Created and implemented new training procedures for new and existing employees and conducted training on new procedures related to systems and processes.
Performed other managerial functions such as taking escalation calls from irate customers, successfully directing work group to accomplish tasks within specific time frames, approving time-off requests, salary increases and performance feedback and reviews.
Effectively communicated with team members to maintain clearly defined expectations.
Provided accurate, specific and timely performance feedback for CSRs.
October 1998 to December 1998
OLSTEN STAFFING Edina, MN
Customer Service Representative (contract)
Answered inbound calls from bankers seeking loan approval information for outside customers.
January 1997 to January 1998
US WEST COMMUNICATIONS St. Paul, MN
Sales Consultant
Provide sales and customer service in a variety of areas including setting up new service, modifying, transferring, or disconnecting existing service in an in-bound call center environment.
Offered other services to customer such as voice messaging, call waiting and other telephone services and features.
Responded to billing inquiries and worked with customers on billing arrangements.
Consistently met and exceeded monetary quotas and objectives made by the department.
Received awards and recognition for sales accomplishments.
Education
2010 Ohio Christian University,
Business Management
Globe Business College Minneapolis, MN
Business Administration
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