Manager Customer Service

Email Address: **********@*****.***

Atlanta, GA

LUISA ANNE LEYCO

SUMMARY OF QUALIFICATIONS

Energetic, passionate, fun and creative professional with expertise in successful customer service, marketing, event planning and management. Successful in managing multiple projects with strong detail, problem solving and follow-through capabilities. Developed innovative strategies to increase customer acquisition, penetration and revenue. Exceptionally well organized, with a track record that demonstrates self-motivation, creativity and initiative to both personal and corporate goals. Excellent in using Microsoft PowerPoint, Excel, Word and Photoshop.

PROFESSIONAL WORK EXPERIENCE

COMCAST Xfinity, Alpharetta, GA

Community Account Executive (Multi Dwelling Unit), 7/2013- Present

• Responsible in managing National Account (11 Camden Properties) plus 50 other properties in Atlanta. Created tools and analysis to streamline our relationship with local and national property partners. Evaluates client’s existing and potential product needs / opportunities and make recommendations. Increases client’s understanding of products, new market technology and pricing models as well as competitive advantage over other service providers.

• Successful in executing event strategic plans, setting, administrative budgets and managing projects from start to successful completion.

• Secured PR opportunities between Comcast and its partners - property owners, clients, property management staff & developers by creating long-term excellent impression.

• Manage field and community events (4-8 events per month) and budget prizes/giveaways. Handled conversions/ de-bulk projects of 300-500 residents per apartment and exceeded daily, weekly and monthly sales goals.

• Implements effective sales closing techniques to ensure product installation goal is achieved. Independently establishes and organizes daily sales activities.

• Created presentations about Comcast products, features, and promoting to community and board of directors.

• Displays thorough and recent competitive knowledge of features, benefits, product differences, pricing, and campaigns

for video, high-speed Internet, phone services and home security system.

• In the absence of Manager, assume Manager’s responsibilities, conferences and sales meetings. Work, manage and

motivate the team to set next day goal.

• Knowledgeable of Salesforce.com

COMCAST Xfinity, Alpharetta, GA

Residential Direct Sales Account Executive (MDU), 12/14/2011 – 11/3/2012

• (See above)

CAE 1, Inbound Sales Account Executive 1/23/2011-12/1/2011

• Manage customer interactions by resolving issues and managing communication.

• Remain knowledgeable with products and services and aware of competitors’ services, offers and initiatives. Telesales Account Executive, 4/12/2010 – 1/23/2011

• Influence customers to purchase products and services. Sell products to new and existing customers.

• Manage customer interactions by resolving issues and managing communication.

• Remain knowledgeable with products and services and aware of competitors’ services, offers and initiatives.

• Enter customers work order at the end of the transaction and set expectations regarding the timeliness and completion of

the work order.

• Ensure timeliness of sales system entry by maintaining proficiency of billing systems and sales automation tools.

COMCAST, StarTek, Inc. 9/2008-8/2009, Makati City, Philippines Team Lead – Customer Service

• Supervise Team, manage delivery of service on the floor and conduct performance appraisals for the team.

• Work with WFMT on the implementation of the staffing plan and ensure adherence to schedule and adequate coverage.

o Monitors CMS for Real time adherence and Service Level.

o Reports Service level to management team as daily basis.

o Coordinates schedule for client review to address/maintain productivity levels.

o Runs ACW and AUX reports.

o Hands-on experience with workforce management tools (Blue Pumpkin, eWFM)

• Manage delivery of service on the floor and make real-time decisions to optimize resources to meet service issues and demands. Manage real-time performance (queues, response times, abandoned sessions, handling time, etc.). Ensure Team targets are met.

• Manage documentation and escalation of real-time internal and external (IT) issues. Coordinate with helpdesk and IT for resolution and updates. Alert Operations Manager or Operations Director.

• Manage identification, documentation and analysis of customer and client service process issues. Provide Operations Manager or Operations Director with inputs on customer and client process issues. Serve as client contact for daily operations issues and updates.

• Work with the QA Team Leader or QA Analyst to ensure effective implementation of the QA process. Guide Teams in the delivery of feedback. Identify QA issues and work with Operations Manager or Operations Director and Team Supervisors to develop action plan. Manage implementation of action plan.

• Provide direct leadership, guidance, and support to ensure the creation of a positive (productive) work atmosphere and team spirit. Address Rep needs and concerns, performance and motivation issues, and conflicts.

• Serve as next escalation level for client-specific issues on the floor.

• In the absence of an Operations Manager, assume Operations Manager responsibilities.

E*TRADE Financial, Access Worldwide Communications Inc. 10/2005-8/2008, Makati City, Philippines Team Lead – Customer Service

• Supervise Representatives

o Monitor the Reps’ performance on the floor (according to productivity, competence, and quality standards and

targets)

o Provide weekly specific performance feedback

o Work with the Reps to achieve development objectives and

performance targets

o Conduct performance Appraisals

• Support Team in providing leadership, guidance, and support to the reps to ensure the creation of a positive (productive) work atmosphere and team spirit.

• Address Rep needs and concerns, performance and motivation issues, and conflicts.

• Serve as mentors and coaches to the reps on the floor and act as first point of escalation for client-specific issues.

• Serve as back-up point of escalation when Subject Matter Experts are available.

• Maintain a high level of proficiency with regards to client’s services, policies, and site. Ensure timely, accurate and

consistent delivery of updates to the Reps. Disseminate client-specific information. Provide clarifications and guidelines to enhance Rep’s understanding and competence relative to client-specific information and handling different customer transactions.

• Assume responsibility and accountability for the team in the absence of the Manager by ensuring coverage, productivity/efficiency, and quality of service delivery.

• Document and escalate real-time internal and external IT issues and escalate customer and client process issues

• Work with the Quality Team to ensure effective implementation of the QA process. Deliver timely feedback. Identify QA

issues and work with Operations Manager or Operations Director and Team Managers to develop action plan. Implement action plan.

EDUCATION

De La Salle University- College of St. Benilde Manila, Philippines

Human Resources Management

REFERENCES

Available upon request.

Contact this candidate