Customer Service Manager

Objective

To secure position within a company where I can utilize my customer service and analytical skills.

Experience

CentruryLink / Assignment Specialist July 2013 – January 2016

Assigned all outside plant and central office facilities for residential and commercial services, single and multiline systems, including CLEC, DATA and Winback service requests.

Verify and complete service orders by service level agreements, resulting in quality service in a timely manner

Preformed loop make up for CLEC UNE loops and data services.

Respond to needs of customers by collecting information, analyzing and problem solving as needed

Makes appropriate facility changes to MARTENS record keeping system to enable service orders to be assigned

Kept record of technician interactions, recording details of inquiries, changes and customer resolutions

Promote harmonious and productive working relations with inter-company departments

Consistently multi-task while taking calls

Always willing and working overtime

Contribute to a positive company image within the communities served by ensuring that prompt, courteous service is

given to customers and acting as the Company’s Representative within the community

Assumed other duties assigned by the Region Assignment Center Supervisor

PHH/ Single Point of Contact – Case Manager November 2010 – December 2012

Manages a pipeline of loss mitigation files in various stages throughout the loss mitigation review process.

Proactively communicate with borrowers and authorized 3rd parties to discuss loss mitigation options and potential outcomes.

Collaborate with various support departments within servicing to identify needs, propose innovative solutions and deliver results while meeting deadlines in a professional matter.

Weekly Reader / Call Center Rep July 2010 – October 2010

Answering high volume of calls to explain all new online products to customers.

Placing and tracking orders that are placed.

Handle billing issues and adjusted accounts accordingly.

Univers Benefits / Call Center Rep October 2008 – December 2008

Answering high volume of calls to answer questions regarding benefits.

Contacted and followed up with customers regarding benefit inquiries.

Updated computer system with orders and changes to benefits.

RPO Realtors / Secretary January 2007 – June 2008

Answering high volume of calls in regards to rental properties.

Contacted and followed up with customers regarding rental inquiries.

Inputted all rentals in system and made any appropriate changes.

Ocean Property Management / GM Assistant March 2005 – June 2006

Answering high volume of calls to answer questions for homeowners.

Conducted dispatching of maintenance to property for repairs or daily maintenance.

Updated and entered all new homeowner information in system.

Comcast Cable / Call Center Rep November 2000 – March 2005

Answering high volume of calls to handle customer inquiries and placing orders for customers.

Contacted and followed up with new Comcast customers.

Updated and inputted new customer data in system.

Education

Washington Township High School 1983 - 1987

Academic Studies / Cumulative GPA 3.5 / Graduated with HS Diploma

Skills

Proven track record in excellent phone and written communication skills. Strong time management, multitasking, and organizational skills. Adapt at operating all office machinery and proficient in MS Word, Excel, Outlook, and QuickBooks.

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