Customer Service Manager

Vasquez R. Thomas

**** ****** ********** **., ****** GA 30096 678-***-****

**************@*****.***

Objective

I am seeking a challenging position where I can utilize my many years of providing superior, customer service, in a telecommuting environment.

Experience

National Telecommuting Institute, Inc., Boston, MA, 08/17 - Present

VForce Member Service Agent, AAA

Provide telemarketing and customer service for members of AAA. Make, on average 130 outbound calls, per 4-hour shift. Calls focused on renewing members with the use of rebuttals, approved scripts and upselling, with a minimum of 2 renewals per hour. Utilize Zendesk to input member information.

The Coca-Cola Company, Atlanta GA, 05/07 - 11/13

Good Answer-External

Customer Communications Specialists

Provided customer service to the guests of Good Answers' 9 clients via phone and email. Also provided corporate information on marketing and promotion initiatives, nutrition/menu, social responsibility and general business practices.

•Selected to sit on a panel of agents to assist with the transition from Siebel to SAP, because of attention to detail and always finding ways to improve processes.

•Due to superior and consistent performance, was chosen to remain on staff after departments' loss of major client.

The Coca-Cola Company, Atlanta GA, 08/09 - 01/10

Good Answer-External

Customer Communications Specialists/Escalations Blended Role

Selected for Escalated Blended Role due to surpassing the performance KBI's for all Good Answer phone agents for 4 consecutive months prior to taking over the role.

•Reviewed all phone P1's for quality and assigned mapping activities for feedback as needed.

•Queried for and completed all escalations for the phone team's pending P1 records, including my own.

•Queried for incomplete records and queued emails and communicated appropriately by sending Excel spreadsheet to the Managers.

The Coca-Cola Company, Atlanta GA, 06/06 - 05/07

McDonald's Customer & Consumer Support

Customer Communications Specialists

Provided customer service to McDonald's consumers and other external audiences via phone and email. Provided corporate information on marketing and promotion initiatives, nutrition/menu, social responsibility and general business practices.

•Selected by MCCS management to participate in the NICE perform pilot based on performance Matrix.

•Selected by MCCS management to participate in the 2006, Dedicated Monopoly Team based on performance, judgment skills and resourcefulness.

•Volunteered to update and maintain team's performance log to help enhance team performance against Key Business Indicators (KBI).

Awards and Acknowledgments

Recognized through the Monthly Incentive Program in September 2007 for being in the Top 5 for Call Quality.

Received the Team Red Tag Monthly Incentive Award for October and November 2007 for meeting the Bronze KBI Level.

Recognized in March 2008 for having the highest Call Quality score in the department with all other scores exceeding the targets.

Received the Team Red Tag Monthly Incentive Award for March and April 2008 for meeting the Bronze KBI Level.

Received the Team Red Tag Monthly Incentive Award for June and July 2008 for meeting the Silver KBI Level.

Selected by Team Manager to telework in May 2008 because of excellent and consistent KBI scores.

Received the Team Red Tag Monthly Incentive Award for September and October 2008 for meeting the revised Silver KBI Level.

Earned the Good Answer 2008 October Call Handling Award initiated by the Group Manager.

Because of perfect Call Quality Scores in January 2009, I was selected by my Group and Team Manager to assist agents in another group, Direct Services, with their Phone Pro Skills.

Was the only agent to receive the Gold KBI Level award during 2009, twice, all while receiving multiple other Team Red Tag Monthly Incentive Awards throughout the year.

Selected as back-up agent for Chick-fil-A's Dedicated Team due to excellent KBI's in Call Quality.

Education

•Westwood College of Technology, Atlanta GA, 2004-2005, Network Engineering Technology

•Conquest Computer Training, Atlanta GA, 2001, Microsoft Office User Specialists

•DeKalb Technical Institute, Clarkston GA,1994-1996, Electronics Engineering Technology

•Samuel H. Archer HS, Atlanta GA, 1993, Diploma

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