Technical Support Customer Service

Location:

Posted:

July 17, 2017

ROD LAL

Summary

Ambitious results-oriented Manager with a track record of managing large teams in areas of customer

satisfaction, procedural improvements, coaching, development, recognition, retention, shrink, occupancy,

average handling time, adherence and a wide variety of call center customer service initiatives.

Relevant Professional Experience

Store Manager 11/2016 to Current

Spring Communications (AT&T) Sacramento, Ca

Responsible for providing an exceptional experience for all customers.

Lead team to achieve store sales goals and coach and develop for career advancement opportunities.

Effectively manage time and resources (stack rank, reporting and spreadsheets) to ensure that work is

completed efficiently and deadlines are met.

Engage team in identifying customer needs, making recommendations, overcoming objections and closing

sales.

Show professionalism by collaborating with cross functional teams.

Social Media engagement expert.

Hire, develop, manage, and motivate employees.

Sr. Manager 01/2014 to 07/2016

Verizon Wireless Rancho Cordova, CA

Managed ten supervisors and 103 technical support representatives for the Technical Support customer

call center.

Developed, implemented, and monitored programs to maximize customer satisfaction with tool utilization

for efficiency.

Effectively aligned with current business initiatives such as Net Promoter Score and Average Call Surveys.

Drive daily goals, promotions and team results and provide detailed monthly departmental reports and

updates.

Other positions held: 02/2005 to 12/2013

Verizon Wireless Rancho Cordova, CA

Lead Supervisor for Technical Support

Supervisor for Wireless Data Technical Support

Education

Bachelor of Science: Management Information Systems

California State University – 2002 Sacramento, CA