Customer Service Management

Angel C. Lee

**** ********* ** *****.*****@*****.*** Cell: 630-***-****

Joliet, IL 60431

Dedicated call management coordinator with 10+ years of experience in “time management” telecommunications settings.

Consistently achieve record-high customer satisfaction rankings, improvements to the bottom line and turnaround of

underperforming operations.

Respected builder and leader of customer-focused teams; instill a shared, enthusiastic commitment to customer service as

a key driver of company goal attainment. Lead by example and ensure the execution of all safety, security, quality and

store operations policies.

Areas of Expertise

Call Management Coordinator Customer Satisfaction Enhancement Team building & Training

Complaint Handling & Resolution Time management Order Fulfillment

Technical support

ADECCO (Sharp Electronics)

Escalations Tier 2 Department 2012-Present

• Responsible for providing technical support, customer inquiries, issues and escalations for the Aquos Advantage

department via phone, email and/or instant messaging.

• Working with internal departments for customer resolution

• Provides a full range of customer service for Sharp products

• Processing payments and exchanges

• Assist customers in adjusting TV settings for optimal picture.

• Light dispatching, clerical and admin work

Teletech @ Home

• Technical Support Rep. IL 2012-2012

• Assists in troubleshooting user problems relating to Operating System issues Windows Operating systems,

Network Connectivity, TCP/IP configuration, upgrades, MS Office products and Internet connectivity

• Troubleshoot and resolve issues with WAN, VLAN, firewall, VPN, etc. systems,

• Performs upgrades, installation of software and drivers and essential desktop troubleshooting

• User rights and permission, Provisioning, file and folder permissions and configuring security templates

• Troubleshoot and resolve end-user hardware, operating system,software related, Pidgin chat

• problems, and hardware peripherals like printers, modems, and debit machines.

• Facilitate clients with setting up accounts, provide technical development and coding support, and provide

guidance to the client during testing and pre-launch activities.

• Perform preventative maintenance activities and software upgrades through customer systems.

• Provide product applications training and clinical applications support

• Communicate and document all tech support activities into AS400, and HPSD ticketing system.

RLX Corp

Sub-contractor (PT) 2011-Present

• Assisted in TV Installation and Wall TV Mounting for Plasma, LCD, LED

• Install & Secure your Tv mounting bracket on wall Studs,Concrete or Brick Wall

• Safely Mount your Flat Screen TV on wall bracket.

• Conceal all wires, wall fishing.

• Connect and Setup your new and existing Audio and Video devices to the TV.

• Adjust TV settings for optimal picture.

• Removed packaging material and clean up

• Network Installation

• P.C. to P.C. data transfer

• Connect up to 3 computers or devices, like a wireless printer, game console, iphone, TV etc.

• Secure your wireless network with strong encryption.

• Light dispatching, clerical and admin work

Diebold

Call Management Coordinator Schaumburg, 2008-2011

• Won “Service Excellence Award”

• Monitor real time operation of the Call Management System to ensure Service Level Agreement (SLA) is being

met and all available Customer Service Engineers (CSE’s) are actively assigned to calls

• Continuously monitor on the Call Management System to ensure maximum productivity of CSE’s.

• Responsible for marking CSE unavailability on the Call Management System chart for emergency situations as

per standardized documentation and making Business Team aware of those occurrences.

• Determine initial urgency and schedule appropriately through interface with CSEs, Business Team, and

customers

• Utilize team/geography knowledge to provide feedback to Business Team to improve resource efficiencies.

Participate in conference calls as required.

• Advise personnel about traffic problems such as construction areas, accidents, congestion, weather conditions,

and other hazards.

• Prepare daily work and run schedules.

• Schedule and dispatch workers, work crews, equipment, or service vehicles to appropriate locations according to

customer requests, specifications, or needs, using radios or telephones.

• Arrange for necessary repairs to restore service and schedules.

Sun cast Corp.

2008/2008

Logistics Analyst

Batavia, IL

• Prepare reports on logistics performance measures.

• Maintain logistics records in accordance with corporate policies.

• Maintain databases of logistics information.

• Enter logistics-related data into databases.

• Imaging Pulling old Bills of lading and photocopying, faxing documents, adding order notes when trailers are

called in Assembling paperwork for loaded trailers Matching packing lists to BOL's, etc. Data Entry - generation

of bills of lading, email notification to carriers/customers via our

• Interpret data on logistics elements, such as availability, maintainability, reliability, supply chain management,

strategic sourcing and distribution, supplier management, and transportation.

• Compute reporting metrics, such as on-time delivery rates, order fulfillment rates, and inventory turns

• Introduced training programs that enhanced employee performance and helped build a motivated workforce.

WOW! Internet Cable& Phones

QC/Trainer, Call management Coordinator- Naperville, IL

2003/2007

• Received several awards, as well as promoted to several positions.

• Train users in use of equipment.

• Assist users to diagnose and solve data communication problems.

• Support multiple VP’s and managers in a fast paced environment Develop and publish reports for all markets to

enable management, field supervisors to VP’s to make informed business decisions

• Assign tasks and monitor progress to ensure tasks are completed in an efficient manner. Perform quality checks

on areas of responsibility, review performance reports, identify areas requiring improvement

• Work as part of the support team, providing backup to individual support personnel as deadlines workload

requires

• Coach and provide developmental opportunities for team members

• Implement training course for new recruits Process on line payments as well as cash in hand

• Provide on line customer troubleshooting for HSD, Video, and VOIP concerns

• Provide flexibility to workforce

• Work odd shifts on a rotating basis; including overnight shift and holidays

• Adapt and modify existing software to meet specific needs.

• Evaluate analytical methods and procedures to determine how they might be improved.

• Prepare daily work and run schedules.

• Monitor personnel or equipment locations and utilization to coordinate service and schedules.

• Identify quality problems and recommend solutions.

AT&T/Comcast Call management Coordinator,

Oakbrook, IL /2003

• Relay work orders, messages, and information to or from work crews, supervisors, and field inspectors using

telephones or two-way radios.

• Record and maintain files and records of customer requests, work or services performed, charges, expenses,

inventory, and other dispatch information.

• Arrange for necessary repairs to restore service and schedules.

• Schedule and dispatch workers, work crews, equipment, or service vehicles to appropriate locations according to

customer requests, specifications, or needs, using radios or telephones.

• Confer with customers or supervising personnel to address questions, problems, and requests for service or

equipment.

• Provided application support for Yahoo/Norton applications

• Provision IPTV services and CPE and High speed internet

• Provided advanced technical support service through first-call resolution

• Researched repair trends and implemented standard troubleshooting methods to circumvent possible future

repairs.

• Provided sales support for upgrades and service changes

• Worked on multiple specialty teams; Supervisor Escalations, Fiber to the

Premises (FTTP), Voice over IP (CVOIP), and Team Lead Queue (TLQ)

• Oversee all communications within specifically assigned territories.

• Prepare daily work and run schedules.

• Monitor personnel or equipment locations and utilization to coordinate service and schedules.

Education and Training

Waubonsee Community College

Training:

Completed numerous courses and seminars in customer service, sales strategies, Microsoft Excel 1- 3 certificate, loss

prevention, time management, leadership, and performance assessment.

Contact this candidate