JENNIFER BAILEY

*** ** ** **** ********, NC ***** ac3u5e@r.postjobfree.com 757-***-****

PROFESSIONAL SUMMARY

Dedicated Customer Service Expert with 17 years of experience. Possess proven ability in resolving complex issues, managing escalations, booking and planning conferences, and ensuring excellent customer service is consistently provided to every client.

SKILLS

• Administrative Support

• Communication

• Invoicing and Billing

• Customer Service and Escalation Management

• Workforce Management

• Computer Software

• Training

• Audio, Web, Video Conferencing

ACCOMPLISHMENTS

• Provided dedicated support to VIP customers including but not limited to Netflix, Proctor & Gamble, Unilever, WL Gore, and Xerox.

• Trained and coached teams of over 20 customer service agents on systems and processes.

• Contributed to increase in quality and decrease in impairments during live events by 30% year over year by providing clear verbal and written instructions to customers and team members.

• Developed and delivered the 1st Xerox conferencing services training for Brainshark using Power Point.

• Mastered the usage of Word, Excel, Power Point, Windows 7, Windows Outlook 2010, SharePoint, Microsoft LiveMeeting, Cisco WebEx, NGCC Supervisor Desktop, Fixed Agency, and employers’ proprietary systems and databases.

Took Culture and Diversity and received a 96.3% as my final grade.

PROFESSIONAL EXPERIENCE

Allied Universal, Morrisville NC 2017

• Provide security for Burt’s Bees factory by doing hourly patrols and checking for any hazards

• Monitor many security cameras

• Check in guest and employees

• Check all bags for weapons or company products

BT Conferencing and BT GS, Chesapeake, VA 2006 - 2016

Team Captain

• Trained and coached 20 client services agents to deliver exceptional support to audio, web and video conferencing customers.

• Ensured accurate staffing levels were maintained daily by creating and monitoring workforce management reports using Excel and Word.

WebEx & LiveMeeting Specialist

• Improved processes, developed and delivered the 1st training for handling Xerox conferences and using Brainshark software.

• Led in quality service delivery while troubleshooting installations, account provisioning issues via the ADMIN Sites.

Dedicated Help Desk Support for Proctor & Gamble, Unilever, WL Gore

• Created up to 100 new BT MeetMe (audio conferencing) accounts monthly.

• Scheduled audio and web calls, and consistently achieved over 97% quality monitoring scores.

Client Services/Help Desk Representative

• Handled inbound calls, booked up to 40 daily conferences, and created new accounts.

• Resolved trouble tickets and inquiries with 92% monthly average success rate.

• Advised customers on billing status and effectively resolved up to 25 tickets monthly.

BT MeetMe & Reservations Representative

• Provided audio conferencing support and resolved issues for approximately 50 customers daily.

• Assisted managers with coaching new and existing employees during 35% year over year growth.

GC Services, Chesapeake, VA

Long Distance Telephone Operator/Supervisor Assistant

• Assisted customers with placing calls and provided troubleshooting instructions to over 75 customers daily.

• Supported management team in daily call center operations and escalation management while regularly coaching team members.

Contract Companies, Virginia Beach, VA 1999 - 2001

Professional Fund Raiser

• Contacted national business owners to obtain donations for various charities and raised up to $1000 in donations weekly.

EDUCATION

ECPI University, Raleigh, NC 2016 - present

Associates in Information Technology; Major: Networking in Cyber Security

Virginia Beach Adult Learning Center, Virginia Beach, VA

Certificate: Fundamentals of Supervision and Management 2015

BT Conferencing Professional Development, Chesapeake, VA

Courses of Study: Team Leadership, BTCI Management Essentials, Certified Brainshark Administrator 2009

Tidewater Community College, Portsmouth, VA and Chesapeake, VA

Completed courses in Microsoft Office 2003 including Word, Excel and Power Point, Billing and Coding, Medical Terminology 2004 - 2006

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