Customer Service Professional Experience

FRECHETTE, JEANETTE

**** *********** *** **** *****, INDIANA 46804

260-***-**** **************@*****.***

Administrative Support

• Resourceful and results-oriented professional with strong attention to customer service and the ability to manage multiple tasks concurrently within demanding deadlines.

• Exceptional spreadsheet modeling capabilities, strong attention to detail, and effective communications.

• Tech-savvy with experience solving customers' problems in a call center environment with strengths in:

• MS Office Suite • Critical Problem Resolution • Public Relations / Customer Service

• Staff Training • Customer Satisfaction Practices • Behavior Modification

Professional Experience

2008 – Present Frontier Communications (formerly Verizon) – Fort Wayne, Indiana

Business Analyst – Empower Leaders Line (ELL) / Office of the President (OOP)

• Provides analysis and root cause implementation to improve the functional processes involving escalated phone calls that have reached the Office of the President.

• Interface with various departments, technicians, and resources to deliver best solution to customer's concern.

Residential Lead

• Managed and supported repair contractors.

• Trained and assisted new hire representatives, keeping them informed with up-to-date information.

• Assisted teammates with problem resolution and questions.

Business Offline Support (Connecticut Project)

• Corrected fall out orders from Connecticut during ATT's transition to Frontier to ensure timely resolution of customer requests.

• Answered calls from other departments needing orders corrected.

• Completed outbound calls to customers to verify account information.

Sales and Customer Service

• Utilized multiple computer systems in making problem solving solutions in call center.

• Achieved high sales and handled objectives.

• Adapted to many systems and organizational changes

Education

A.S. in Business Administration, Indiana Institute of Technology – Fort Wayne, Indiana (2008)

References Available Upon Request

Contact this candidate