Customer Service Office
Resume:
Jelisa S. Tripp
Durham, NC **703
*******@*****************.***
Education: Gates County High School June 2010
Gatesville, NC
North Carolina Central University May 2014
Bachelor of Science- Psychology
Capella University December 2016
Master’s Degree-Industrial Organizational Psychology
Capella University
Certification-Human Resources Management May 2018
Software: Windows 97-Windows 10, Windows Vista, Internet, MS Office Suite all versions and applications including Word, Excel, Access and PowerPoint
Work History:
Frontier Communications Durham, NC
Special Account Representative February 2016 – present
•Account managing
•Processing orders from multiple Local Exchange Carriers
•Answering 20-30 inbound calls from our Local Exchange Carriers
•Following up on orders with the LEC by making numerous outbound calls daily
•Responding to emails in a timely matter
•Resolving high level escalations regarding orders/emails from customers
•Events Committee Ambassador
•Arrange all events within the community; ie March of Dimes
•Assigned large tasks/projects from high level management
•Communicate effectively with team members as well as supervisors regarding orders
•Process port out orders, new installation requests with features
•In-Charge Supervisor
•Manage 50 agents across the office
•Answering all questions and resolving issues for each agent
•Communicate clear instructions to team members.
AT&T Services Inc. Durham, NC
Team Lead/ Onboarding Specialist April 2015 – Oct. 2015
•Manage 128 agents.
•Managing and monitoring staff attendance.
•Handling complaints from both staff and customers.
•Maintained and updated staff changes on a month to month basis
•Communicate clear instructions to team members.
•Assist the manager with daily operation of the call center to include the development, analyses and implementation of staffing, training, telemarketing, scheduling.
•Implementing new policies and making sure all staff understand and comply.
•On-boarding staffing, provide work documentations.
•In charge of new agents training and development.
•Create training schedules for all new hires
•Implemented new training and development concepts.
•Set up peer to peer training with high performing agents and new hires.
•Conducted interviews with supervisor for potential new hires.
•Took pictures and set up credentials for all new hire badges
•Set up his or her phone system and computer system, and provided instructions how to use log-in credentials.
AT&T Services Inc. Durham, NC
Specialist - Customer Service Oct.2012-April 2015
Responsible to interface with both customers and suppliers in pursuit of restoration of service.
Create IT Help Desk tickets for issues about that are beyond my scope of expertise.
Responsible to interface with access suppliers at the highest level of escalation in order to resolve customer troubles and access T3 troubles.
Will support all maintenance work centers in this capacity.
Proactively manage work list, customers, and suppliers and to follow through to final resolution. In order to perform these functions, a multitude of tools, telephone and systems will be utilized in order to bring the issues to resolution.
Establish and participate on customer or technical conference bridges for expeditious resolution of customer outages.
Advance Auto Parts Durham, NC
Sales Associate July 2011-Sept.2012
Locate auto parts for customers
Assist customers in diagnostics of vehicles
Change out batteries and windshield wipers
Check inventory of parts
Restock merchandise
Order parts when necessary
Keep work area free from hazards for customers and co-workers
Gates County Inter-Regional Transportation Systems Gatesville, NC
Office Assistant/Dispatcher Oct. 09-March 2010
Provide all secretarial services for the transportation department.
Communicate and work with clients and drivers.
Handle phone contacts with clients, drivers and director
Assist the Director with dispatching duties, calls and bus contacts.
Maintain all driver records efficiently and accurately.
Manage the office, including word processing, filing, duplication of materials, etc.
Strong communication and public relations skills.
Ability to assume responsibilities with a minimum of direct supervision.
Ability to work in multi-task situations.
Strong communication and public relations skills.
References available upon request
Contact this candidate