Customer Service Representative

LAWRENCE PERRY

**** ********* *****, *******, ** 27616 H: 919-***-**** C: 919-***-**** ********@*****.***

PROFESSIONAL SUMMARY

Professional customer service supervisor or team lead with over 20 years of experience with strong background in

management and supervision. Possesses proficiency in MS Word, MS Excel, Powerpoint. Dedicated and driven to

deliver stellar customer service while also exhibiting superior qualities necessary for every candidate. Embodies

outstanding verbal and written communication skills with detail oriented and multi-tasking skills.

SKILLS

Witness Systems Administrator Five9

Symposium IEX

ADP Total Business Objects

SAP Avaya

WORK HISTORY

Senior Operations Supervisor, 2013 to 2017

TOS – Raleigh, NC

Provide guidance to department team supervisors and mentors within Customer Service

Assist operations supervisors with establishing customer service goals

Perform all duties as listed below as a Operations Supervisor

Operations Supervisor, 2011 to 2013

TOS – Raleigh, NC

Responsible for day to day operations for Customer Service and Order Entry teams, along with two Team Leads

Developed cross training within both Order Entry and Customer Service to maximize individual and team

performance

Established and implemented policy and procedure for processing orders resulting in Order Entry team meeting

all client cutoffs daily

Responsible for establishing work shifts to meet call volume

Responsible for entering payroll transactions daily into ADP

Ensured all new hires were properly trained and follow up training with team lead

Responsible for Customer Service meeting daily service levels for 11 consecutive months

Ensured team leads performed weekly quality monitoring for call and order quality assurance

Call Center Mentor/Lead, 2008 to 2011

Sento – Raleigh, North Carolina

Provide 1st Level Escalation before management to resolve any issue for the customer

Assist new hires with policy and procedures

Answer calls for first call resolution

Maintain and record customer records of all transactions

Provide customer with any tracking information regarding there issue

Monitor and evaluate calls and provide coaching feedback

Inform management of any policy change

Technical Support Representative, 2004 to 2008

Sento – Raleigh, North Carolina

Provided troubleshooting technical support for consumer electronics with first call resolution

Researched technical solutions, maintained customer service records for accuracy

Provided consistent and effective resolution rate over 98%

Provided customers with real time resolution progress on all issues

Customer Service Floor Coordinator, 2002 to 2004

Business Telecom Inc – Raleigh, North Carolina

Coordinated scheduling for customer service agents, ensured schedule adherence, facilitated call in roster for

absent/late customer service agents, ensured all call center KPI\'s were meet, provided daily call center statics to

agents, delivered new hire presentation to new agents, Provided daily call center reports to management.

Witness System and Symposium administrator.

Gathered and verified all required customer information for tracking purposes.

Performed daily monitoring of calls for customer service for quality

Post Sales Associate III, 2001 to 2002

Business Telecom Inc – Raleigh, North Carolina

Mentor new personnel in answering customer concerns, provided coaching and training, next level escalation

before management, provided order status regarding product and functionality, coordinated with other

departments until escalation resolved, performed special projects assigned by management

Senior Customer Service Representative, 2000 to 2001

Business Telecom Inc – Raleigh, North Carolina

Assisted customer service agents with orders, repair request, billing credits and billing information, 1st level of

escalation for customers seeking management

Addressed and resolved customer product complaints empathetically and professionally.

Defused volatile customer situations calmly and courteously.

Accurately documented, researched and resolved customer service issues.

Customer Service Representative, 1998 to 2000

Business Telecom Inc – Raleigh, North Carolina

Answered inbound calls, updated systems with pertinent information, processed billing credits/debits, requested and

assisted customers with billing issues

Human Resource Sergeant, 1983 to 1998

United States Army

Supervised 16 Human Resource Specialist in a Personnel Administration Center

Provided personnel support and assistance with regards to transfers, travel orders and salary details

Processed promotion and promotion board proceedings

Prepare and monitor all transfers and discharges form the command or Army in general

Processed Personnel Security Clearances

Processed classification or reclassification actions

Monitored suspense actions

Process personnel evaluations

EDUCATION

High School Diploma:

East Wake High School - Wendell, NC

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