Customer Service Air Force

Professional Summary

Work History

Education

GUY ROCHELLE

*** **** ******, ****, ** 12180 (C) 518-***-**** ********@*****.*** Customer-oriented Call Center Supervisor successful at troubleshooting and handling customer support issues in a timely manner with more than 20 years of professional customer service and leadership experience.

Call Center Supervisor 04/2013 to Current

NYS Taxation and Finance – Albany, New York

Effectively supervised a high-volume of inbound customer calls. Addressed and resolved Call Center Representatives issues empathetically and professionally. Assisted Call Center Representatives diffuse challenging customer situations calmly and courteously. Supervised Call Center Representatives effectively and efficiently in a complex, fast-paced and challenging call center environment.

Oversaw Call Center Representatives to ensure customer satisfaction goals were consistently met. Analyzed call volume and average call time to monitor Call Center Representative performance and productivity.

Licensing Clerk 05/2007 to 04/2013

NYS Department of State – Albany, NY

Completed assigned licensing tasks assigned in a timely and accurate manner. Reviewed licensing applications for completeness and accuracy. Followed the appropriate licensing procedures necessary to process application. Answered incoming calls within the Call Center regarding customers licensing issues High School Diploma: 1975

DeMatha High School - Hyattsville, Maryland

FCC Broadcast Certificate and License: Bradcasting 1988 New School of Contemporary Radio & TV - Albany, NY Skills

Associate of Applied Science: Telecommunications 1980 Community College of the Air Force - Worldwide

Skilled in call center operations

Strong problem solving aptitude

Persuasive speaker

Talented client relations supervisor

Multi-line phone operation proficiency

Adheres to customer service procedures

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