Aimee Burton

Email: abp8xx@r.postjobfree.com

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 abp8xx@r.postjobfree.com

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

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