Customer Service Manager

Marcus Terry

*** ********** ** *******, **, ***** (662) 364 - 8247 *********@*****.***

OBJECTIVE: To secure gainful employment with a reputable company, where my acquired skills and education will be utilized toward continued growth and advancement.

SKILLS/ACCOMPLISHMENTS:

Exceptional Customer Service Skills

Dependable and Flexible

2014 Elite Winner

Mentor

Time Management

MS Office Suite

Leadership

Detail Oriented

Excellent Problem Solving Skills

Team Motivator

WORK EXPERIENCE:

Manager, 2017 - Present

Extra Space Storage, Canton, MS

Self storage management includes day to day management of the facility; transferring funds to and from the companies banking association; managing accounts with past due status, accepting payments and applying locks to unpaid accounts; cleaning of facility lots and unrented spaces; reporting to a District Manager.

SME (Subject Matter Expert), 2015 - 2017

Comcast Retention Service Center, Jackson, MS

Subject Matter Expert assisting with the learning process to ensure new hires have an opportunity to know Retention processes and meet their goals. Assist agents in call-center production with customer issues and errors; answer questions and provide coaching. Give guidance and assist with individual learning challenges. Partner with management to assess performance challenges and trends. Analyze links between employee training data and organizational needs. Stay current and aware of any changes in the profession and in the subject matter areas; Make decisions while exhibiting judgment and a realistic understanding of issues; ability to use reason, even when dealing with sensitive topics. Acting as a role model for agents aspiring to enter into leadership positions, and maintaining a positive work relationship with peers while reporting to upper management.

Customer Experience Specialist, 2012 - 2017

Comcast Retention Services Center, Jackson, MS

Demonstrates advanced skill in retaining Comcast customers by probing for current level of satisfaction and identifying reasons for request to disconnect where applicable. Overcome concerns, resolving customer complaints/concerns through active listening, empathy, professionalism, and problem solving. Overcome concerns, resolving customer complaints/concerns through active listening, empathy, professionalism, and problem solving. Demonstrates advanced skill in communicating and explaining basic account information to the customer including their billing statement, products and services, with focus on first-call resolution, retaining revenue, and building value. Superior ability to multitask between multiple tools and systems (knowledge base, team meetings, supervisor) and apply information and knowledge to customer situations.

Manager Trainee, 2010 - 2012

Aaron's Sales and Leasing, Jackson, MS

Assist with opening and closing operations. Supervise a staff of three. Deliver and retrieve merchandise during staff shortage. Prepare rental and lease agreements, specifying charges and payment procedures for merchandise. Ensure monthly quotas are met. Build rapport with customers through effective and communication. Provide superior customer service and work quality while demonstrating attention on to detail, flexibility and innovation in resolving problems.

EDUCATION:

Mississippi College, Clinton, MS

Bachelor’s Degree, Kinesiology, 12/2009

East Mississippi Community College, Scooba, MS

Associate of Arts Degree, Liberal Arts, 12/2005

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