training
Resume:
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Sarah Bradley
Clarksville, TN. *****
aboyqq@r.postjobfree.com
Objective: To advance and grow with a company that will utilize and benefit from the skills I have learned from college, technical training, from previous employment, from current employment, and life experiences.
Qualifications:
Recognized for successfully coaching and developing and motivating agents to obtain and maintain consistent metrics to achieve top performing team in the project.
Providing12 years of Customer Service Experience.
Troubleshooting accounts
Basic Technical Support
Payroll, including entries, approvals and coaching use of punches bi-weekly.
Processing revenue monthly.
Billing
Data Entry
Meeting Strict deadlines
Completing and maintaining various reports on a weekly basis
Various computer skills including Microsoft Word, Works, Excel and other company software.
Easily Multitask and learn new skills
Flexible and enjoy moving from one task or project to another.
Employment:
CONVERGYS
Team Leader for AT&T Prepaid and Postpaid Customer Care.
TKS (Time Keeping System) entries, approvals, coaching correct use of punches.
Attainment -110 Monitors, 60 pits, and 4 hours of phone time maintaining 100% Quality.
Ranking Report due weekly
Coaching Quality, Phone Time Variance, Availability, Productivity, After Call Work, and Hold Time.
Attendance Maintaining less than 4% Lost hours and entering PTO, UTO Schedule Swaps, FMLA, LOA and Emergency Leaves
Supervising, Coaching and Developing up to 24 on team and 1600 on project.
Management Decisions: credits and adjustments, de-escalating escalated customers, reviewing accounts and minimizing team list being placed on various reports such as invalid credits, improper transfers to tech support…
Calibrations and Client Focus Groups
Team Meetings to motivate agents to excel in team ranking to maintain status as top performing team project wide.
Clarksville Prepaid Resolution Desk for AT&T
Supported over 150 representatives by providing knowledgeable advice and walking them through using their available resources while trying to assist a customer.
Assisted team leaders in handling escalations for the representatives when customer requested a supervisor.
Assisted team leaders in de-escalating calls while implementing customer rules and supporting Company values.
Assisted in taking compliment calls for representatives who have met or exceeded customer expectations.
Floor Support/Nesting Coach for AT&T
Provided knowledgeable advice to representatives when transitioning from one department to another.
Supported over 100 new hire trainee’s and warranty exchange represenatives by transitioning agents from the training environment and warranty exchange project to the prepaid customer care production floor while maintaining 100% quality and 95% productivity.
Assisted team leaders by assisting representatives during calls.
Assisted 50+ customers per day while exceeding our client's expectations.
Resolved customer issues and actively practice First Call Resolution.
Troubleshot accounts and devices when necessary to resolve customer issues.
2006-2007 PRESENT CONVERGYS
Customer Service Representative for Prepaid/Postpaid Customer Care
Provided the best customer service experience.
Resolved customer issues and actively practice First Call Resolution.
Troubleshot accounts and devices when necessary to resolve customer issues.
Excellent productivity, efficiency and quality.
Assisted our customers’ by listening to their complaints and finding resolutions to satisfy both the customer and the company.
2003-2007 CONVERGYS
Customer Service Representative for warranty exchange for AT&T
Provided our clients the best customer service experience when calling.
Completed warranty exchange with 90% productivity and 100% efficiency.
Troubleshoot equipment and accounts to fix our client’s issues in a timely manner.
Effectively kept my productivity and efficiency above average while completing my tasks correctly and completely.
MWR Day-care/teaching assistant 2002
Customer Service
Managed 20 parents during pick up and drop off of their children
Put together lesson plans daily 1 week in advance
Other duties as assigned by supervisor
AAFEES Food Court Supervisor 2001
Customer Service
Cash Handling
Supervised 14 employees
Assisted with customer complaints and escalations.
Overseen business from 3 different stores
Ensured facility was closed properly
Secured building at the end of the night
MCI Customer Service Representative
Sears Portrait Studio Photographer
Hardees Cashier/Cook
Education:
Pikes Peak Community College
Colorado Springs, CO. Major: Science
Aug 2002-May 2003
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