Customer Service Manager

Professional Summary

Skills

Work History

T MC

**** ***** ******* ******, *********, CO 80123 • Cell: 757-***-**** • *************@*****.*** I am a born problem solver looking to execute business strategies that are effective solutions for the long-term of the business. I excel with communicating with others and becoming the leader that pushes for success.

Exceptional interpersonal communication

Exceptional telephone etiquette

Microsoft Outlook, Word and Excel

Process improvement specialist

Adherence to high customer service

standards

Skilled in call center operations

Customer Service Representative, 08/2012 to 01/2013 Dish Network – Christiansburg, VA

Handled all customer relations issues in a gracious manner and in accordance with company policies.

Actively pursued personal learning and development opportunities. Determined customer needs by asking relevant questions and listening actively to the responses.

Broadband Tech, 02/2013 to 05/2015

DISH Network – Christiansburg, VA

Emphasized product features based on analyses of customers' needs, and on technical knowledge of product capabilities and limitations

Worked collaboratively with clients, team members, implementation consultants, and resources across the company to achieve desired results.

Advanced Tech Case Manager, 05/2015 to 05/2016

Dish Network – Christiansburg, VA

Prepared reports and communication for senior management and clients. Met or exceeded service and quality standards every review period. Accurately documented, researched and resolved customer service issues. B2B Case Manager Representative, 05/2016 to 06/2017 DISH Network – Christiansburg, VA

Resolved customer issues in a clear, courteous and straightforward manner. Resolved problems with malfunctioning products.

Followed up with clients to ensure optimal customer satisfaction. Education

Scored in top 10% of employees in successful resolution of issues Business Operations Analyst, 06/2017 to 10/2017

DISH Network – Littleton, CO

Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.

Effective liaison between customers and internal departments. Documented business processes and analyzed procedures to see that they would meet changing business needs

Mapped current processes and offered recommendations for improvement. Identified process inefficiencies through gap analysis. High School Diploma: 2011

First Colonial High School - Virginia Beach, VA

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