Customer Service Representative
Resume:
Aimee Burton
Email: *********@********.***
Address: *** ********* **
City: Trenton
State: NC
Zip: 28585
Country: USA
Phone: 913-***-****
Skill Level: Management
Salary Range: $40,000
Primary Skills/Experience:
See Resume
Educational Background:
See Resume
Job History / Details:
AIMEE S. BURTON
283 Richlands Rd *********@********.***
Trenton, NC 28585 913-***-****
SUMMARY
Dedicated Customer Service Supervisor with motivation to maintain customer satisfaction and contribute to company success. Personable and responsible with 12+ years of experience working in fast paced environments. Solid team player with great positive attitude. Excellent communicator with experience working in a demanding call center environment as a customer service representative and supervisor in multiple departments.
PROFESSIONAL EXPERIENCE
T-Mobile Wireless, Lenexa, Kansas 2000 - 2012
a 3/16/2012 Named to Ethisphereas 2012 worlds most ethical companies listed for 4th year in a row and the only U.S wireless provider to receive distinction.
a 8/15/11 Ranks highest among full service providers in J.D Power wireless purchase experience satisfaction.
a 7/29/10 Ranked highest in wireless customer service by customers.
a 3/24/10 Repeats highest ranking in wireless customer satisfaction by J.D Power and associates.
a 8/13/2009 T-Mobile USA Continues to Earn Highest Ranking In Wireless Customer Care by J.D. Power and Associates
a 2/4/2009 Since 2004, T-Mobile has achieved the highest ranking in seven of the past eight Customer Care Performance Studies conducted by J.D. Power.
a 5/24/11 T-Mobile USA Supports Joplin, Missouri, Residents Affected by This Weekas Tornadoes
a 1/14/10 T-Mobile USA Waives Call Charges to and From Haiti; Pledges Support of Wireless Equipment to Assist in Restoration
a 11/19/2008 T-Mobile provides customer relief due to California wildfires
a T-Mobile Lenexa assisted in restoration and mentoring for the Thornsberry of Kansas City, Kansas boys and girls club with employee volunteers.
a T-Mobile Lenexa employees assisted Habitat for Humanity in construction of a new home on a volunteer basis.
High Risk Operations Supervisor 2011 a" 2012
Turn around supervisor to gain maximum improvement with representatives and their management team.
a Build on successes and leverage to motivate other behaviors.
a Meet with employeeas current leaders to ensure we are coaching to the same behaviors and have weekly touches to track progress.
a Discuss road blocks and how to overcome them.
a Recognize and celebrate individual and team successes.
a Goal setting
a Ensuring comprehension of behaviors needed to meet and exceed expectations.
a Provide feedback on a constant basis on key behaviors.
a Performance reviews.
a Utilize reporting to manage performance.
a Call quality monitoring
a Manages change through effective communication.
Customer Service Supervisor 2005 a" 2011
Coaching and development of 15 representatives to meet and exceed company goals.
a Goal setting.
a Ensuring comprehension of behaviors needed to meet and exceed expectations.
a Keep team up to date with changes in policy and procedure changes.
a Provided feedback on a constant basis on key behaviors and actions plan follow ups.
Advanced Billing Research 2003 a" 2005
Researched billing issues for resolution.
a Performed and processed high level adjustments to accounts due to billing errors.
a Completed 120 adjustments audits per month.
a Ensured completion and resolutions with accuracy.
Training Assistant 2002 a" 2003
Assisted trainer with curriculum as well as new hire reps once they hit the productive floor.
a Coached towards meeting floor metrics and goals with encouragement and role model behavior.
a Answered questions and addressed concerns in a timely manner while showing new hires where to find the information to answer the customers questions
a Kept trainer up to date on all progress
Customer Service Representative 2000 a" 2002
Receiving inbound customer service calls
a Averaged 1500 calls per month.
a Achieved and maintained exceeding metrics including: call resolution time, once call resolution, quality and compliance.
a Top performing rep from 3/2001 a" 4/2002
EDUCATION
Graduated from Seminole Community College with diploma 2004
TECHNICAL SKILLS
a Microsoft office a Quality auditing a Impact 360
a Microsoft excel a Conflict resolution a Avaya
a Microsoft word
a Microsoft outlook
a Real time reporting
a PMT
a Remedy user
a Crystal reporting
Contact this candidate