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Customer Service Technical Support

Yukon, Oklahoma, United States
March 02, 2018

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Richard Rankin

*** ****** ******* *********, ***. 1102, Yukon OK 73099

Cell: 405-***-****


Call Center Representative versed in customer support in high call volume environments. Superior computer skills and telephone etiquette.

Call Center Supervisor/Senior Agent versed in supporting other agents, time management, project management, and detail oriented.


• Call center management experience (2 Years as a technical support supervisor and 4+ as senior agent directly coaching agents)

• Customer Service Management expertise (10+ years of customer service with 5+ years of coaching/managing agents)

• Strong Problem-Solving Ability (Handled escalated Hyatt guest calls, DirecTV billing escalations, and US Cellular technical support issues)

• Troubleshooting Skills (Tech support knowledge with satellite TV and cell phones)

• High Customer Service Standards

• Devoted to Data and Credit Card Transaction integrity (Familiar with credit card batch processing through Bank of America)

• Devoted to prompt customer/client satisfaction (Ensure high handle rates of guest calls)

• Many different customer service experience jobs

Hyatt Shared Service Center April 2012 - January 2018 Customer Service---Senior Agent

As a Senior Agent I was responsible for:

Call queue management: Ensure that agents were taking calls promptly and ensuring a high handle rate of calls

(Raised a team from 75/80% handle rate to a regular 88% and above handle rate) Coaching and Ticket Audits: Responsible for reviewing agent’s cases and adjustments for accuracy, provide 1 on 1 coaching feedback (Audit 3 to 5 tickets per agent per week and have a weekly 1 on 1 with each agent) Interact with Hotel Finance Directors: Responsible with building relationships with points of contact at hotels on guest escalations, adjustments, system questions, etc. (On average would handle about 7 to 10 escalated/expedited requests by contacting hotel via e-mail or phone)

Daily Duties: Take on average 20 to 30 guest billing and invoice request calls, respond to 30 to 50 guest e-mails

(billing questions, reservation questions, etc.), Process over threshold adjustment (15 to 20 per day), Report to supervisor on daily tasks, and reach out to hotels on average of 7 to 10 cases a day Achievements:

• Helped my team achieve highest call handle rate in call center for approximately the last 12 months.

• Started as a regular customer service agent and within 12 to 18 months promoted to a Cashier/Senior Agent Xerox Corporation (US Cellular) June 2010 - April 2012 Tech Support Supervisor

Team Management/Coaching: Responsible for monitoring, coaching, etc. a team of 12 to 15 agents in US Cellular Tech Support phone calls. Monitor agent’s attendance, call handle time, schedule adherence, etc. Monitor agents call for proficiency and proper procedures.

Closing Queue Supervisor: Ensure all calls were taken promptly to close for the night and ensure no one received too much overtime. Worked as the only supervisor for last 3 hours of night managing 12 to 15 agents and handle any escalations during the night.

Achievements: Able to take a team from low attendance and performance to a 90% or higher attendance rate while making the best improvement in call handling time. (Lowered from 820 seconds down to 660 seconds) Convergys (DirecTV) October 2004 - January 2010

Customer Service Representative

DirecTV Tech Support and International Language Support Agent: Handled a very fast pace call center environment very efficiently. Take a high number of inbound calls daily. (50 to 80 calls a day)

Handled multiple call types (Billing, Technical Support, Retention, and International Language Calls) Was a coaching agent/team lead who assisted in answering other agent's questions via a chat system and face to face. Also audited agents adjustments towards guest's bills, etc. El Reno High School

El Reno, OK, United States

Graduated from El Reno High School in May 2000.


National Honor Society

Salutatorian (2nd of 182 students in GPA)

Speech and Drama (actor in many plays)

Boys State of Oklahoma Attendee

Oklahoma City University


Oklahoma City, OK, United States

Attended Oklahoma City University for 3 years as a Biochemistry (Pre-Med) Major

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