Manager Customer Service

Malinda Stoner

Email: *********@********.***

Address: * ******** ****

City: Lancaster

State: PA

Zip: 17603

Country: USA

Phone: 717-***-****

Skill Level: Management

Salary Range: 40

Primary Skills/Experience:

See Resume

Educational Background:

See Resume

Job History / Details:

Malinda Stoner

NAME Malinda C. Stoner

CURRENT ADDRESS 4 Ramsgate Lane

Lancaster, Pa. 17603

Home: 717-***-**** Cell: 717-***-****

Email: *********@********.***

COLLEGE

1998-2000 Lehigh Valley College- Associates in Specialized Business Degree Management Marketing

2000 - 2002 Lehigh Valley College- Associates In Specialized Technology Degree specialized Networking

2009 a 2011 Kaplan University a Bachelors in Criminal Justice CSI Community based Corrections

2012 a 2014 Kaplan University- Master of Business Administration - Project Management

WORK EXPERIENCE

2010 -2011 Verizon Wireless a CSR a Technical Support

a handling incoming calls, working to resolve billing issues, using charm to explain our business products and features

a performed all elements for giving excellent customer and technical service to customers via telephone

a Primary responsibilities included troubleshooting PC/E-mail/modem/home networking problems with customers

a obtaining sales goals that are administered

a Delivered trouble tickets and revising and solving trouble tickets when

needed

a Perform other duties as business administration

a Supervised and coached 16 people on my team

a Help desk

2007 - 2009 Comcast - CAE- Technical Support Technician

a The job responsibilities included handling incoming calls and/or in-person lobby traffic, working to resolve

a customer-billing issues, and using your charm to explain our products and features

a Delivered trouble tickets and revising and solving trouble tickets when needed

a Performed all elements for giving excellent customer and technical service to customers via telephone

a Primary responsibilities included troubleshooting PC/E-mail/modem/home networking problems with customers

a Perform notifications and escalations with technicians, supervisors, technical managers, dispatch, and call center personnel

a Prepared work orders for maintenance requests after determining if field visits are required. Confirm and validate the success of troubleshooting and repair activity

a Responsible for assisting customers with sales and billing concerns

a Adhere to business rules in order to meet and exceed our internal and external customer expectations, maintain level of professionalism, adhere to attendance policy and metrics

a Support overall goals of the organization; work as a team player

a Attended training as required

2002 - 2007 T-Mobile a PDA Specialist/CAE Supervisor Coach

a Operations, providing direction and training as required; conduct team

meetings as required and perform scheduled one-on-one sessions with

employees

a Service and technical support functions to customers and partners; manage

workload between team members assigned

a Provide coaching and counseling to develop and train employees to exceed

standards for productivity, quality and service delivery expectations

a Manage to establish service levels of real time contact queues and volumes

for Customer Care Operations including telephone, email and chat contact

a Supports and manages escalated customer and partner complaints to

resolution. Maintains a service-oriented attitude when dealing with customer

and partners, always conveying a desire to help and resolve identified issues

a Maintain a strong understanding of policies, business rules and product

information and technical workings necessary to supervise and support Customer

Care operations

a Supports training, quality and process efforts necessary to better

individual and overall operational performance and customer experience

a Conduct daily review of Customer Care operational performance, trouble

reports, billing issues, escalations, contact volumes and service levels

a Regularly monitors customer interactions with Care Professionals and

provide constructive feedback for development and acknowledgement for good performance

a Conduct daily and weekly team meetings and perform scheduled one-on-one

sessions with employees, contingent on business needs and requirements

a Conduct monthly feedback sessions with department leads reviewing customer

issue trends, quality and service delivery impacts, operational and training

and process improvements

a Identify areas for workflow process improvements to ensure maximum

productivity, timeliness of work and enhanced customer and partner experience

a The primary function of this position is to provide exceptional quality

service to our customers.

a To provide immediate solutions related to downloads to the

wireless phones, PDA's, and Danger Sidekicks, Blackberry,

Providing the best customer service and furnishing feedback to customers on

how to configure their t-mobile web sites, wireless cell phones, also the

pocket PDA's. Submit accurate solutions in primus for different configurations

and settings of unsupported and supported phone

a Delivering trouble tickets and revising and solving trouble tickets when

needed

2000- 2002 Nexus Warehouse a Warehouse Manager

a As warehouse manager directs, coordinates and plans the warehouse storage and distribution of the products and materials within a company

a As warehouse manager supervises the activities of employees, engages in shipping, receiving, storing and testing materials and products

a Responsible for safety development, along with implementing security and safety programs

a Issue job assignments and review work orders, invoices and confirm reports and monitor the distribution of materials or products

a Supervising, training and hiring of employees to work in the warehouse either as laborers, equipment operators, clerks or inventory control personnel

a Scheduling employees, truck drivers, arranging drop offs and deliveries and scheduling loading dock use of mechanized equipment such as forklifts

a Ensuing that all appropriate safety regulations are being followed both with regards to personal safety and safety of inventory

a Checking and verifying shipping records, handling questions or concerns of shipping shortages or overages and addressing any problems with inventory control

PROFESSIONAL ASSOCIATION MEMBERSHIP

Alpha Beta Kappa Honor Society - Alpha Beta Kappa 31257 Bird Haven Street Ocean View, DE 19970

Phone: 302-***-**** Fax: 302-***-****

Email: ***@*****.***

Alpha Phi Sigma- American Criminal Justice Association P.O. Box 601047 Sacramento, CA 95860-1047 Telephone 916-***-**** Fax 916-***-****

Kaplan University a Presidents List Honors - GPA 3.96

Kaplan University - Deanas List Honors a GPA 3.95

References:

Erin Roberts - Juvenile Probation and Parole Lancaster County Courts 50 N Duke Street Lancaster Pa 17608 Phone: 717-***-**** Fax: 717-***-****

Jerry Bass a Wells Fargo Supervisor 70 Park Val lei Lane Brookhaven Pa 19015 Phone: 484-***-****

Jill Sapir a Internal Revenue Service 1979 Crowder Rd Tallahassee Florida 32303 Phone: 973-***-****

Debra Capo a Probation and Parole 150 North Queen St. Suite 125 Lancaster pa 17608 Phone: 717-***-****

Contact this candidate