OBJECTIVE STATEMENT:

I am currently looking for a full time position in an environment that offers a greater challenge, increased benefits for my family, and the opportunity for me to be a part of a team and utilize my business experience to the fullest.

WORK HISTORY

Customer Care Supervisor

Spectrum Morrisville, NC August 2017 to Present

Provide feedback, motivation and guidance to aid representatives in attaining their key measures of success.

Track, analyze and document results on individual/team level performance and establish necessary action plans to remediate issues that impact goal attainment.

Provide feedback regarding performance issues and make recommendations on applicable training opportunities.

Assist with communication of key learning initiatives and business updates through team meetings, huddles, and e-mail as well as one on one coaching sessions.

Maintain high visibility in order to provide guidance with customer escalations and complex order entry scenarios.

Monitor and evaluate calls to ensure established quality standards are adhered to consistently.

Contact Dispatch/Operational Teams as needed to ensure appropriate resolution for customer escalations.

Partner with Human Resources by participating in the interview and selection process of new employees.

Act upon department personnel issues including performance reviews, counseling and progressive disciplinary actions as needed

Accomplishments

Top Performer March 2018

Most improved

Inbound Sales Representative

Spectrum Morrisville, NC July 2016 to August 2017

•Answer calls and provide the required information by resolving queries.

•Facilitate sales of all products and services according to the client's needs

•Address all complaints of the customers and make sure that they are resolved in time and within the given guidelines

•Perform troubleshoot when required

•Assist and guide customers with all the required knowledge of the services and goods. Prepare bills and make repairs if required.

•Supervise the unresolved complaints and ensure that they are resolved in the given time frame by keeping the needs of the customer in mind.

•Analyze the client's requirement after conversation with them and recommend products, plans or services that will match their needs

•Keep a track of the potential customers and their requirements

•Take follow up of all outbound calls

•Ensure premium level of client satisfaction in one phone call

Accomplishments

•#1 Ranked in sales for incoming class

•Top team triple play seller two consecutive months

Supervisor/Manager

Krispy Kreme Knightdale, NC February 2016 to October 2016

Monitoring teams performance

Assisting the team by performing with them

Helping with training and development

Completing paperwork

Pushing sales with our products

Managing cash vault

Hire new staff

Report to senior advisor

Accomplishments

Raising the customer satisfaction score

Improved sanitation grade

Helped turn store overall performance around

Night Shift Manager

Piedmont Cyber Center Winston-Salem, NC March 2010 – August 2015

Provided customer support for questions pertaining to software updates, hardware malfunctions, equipment set up, and software installations

Supervised and facilitated trouble shooting of product malfunctions and provided on-the-spot repairs for technical issues, while consulting with the IT department as needed

Served as intermediary between customers and the IT department in order to provide accurate diagnoses for main repair and installation technicians

Processed customer transactions of cash, credit, and debit for over 100 customers per shift

Ensured accuracy of cash drawers at the end of shifts and created “drop sheets” in order to deposit cash, checks, credit card receipts, and end-of-day balance sheet into the store safe

VOLUNTEER EXPERIENCE

Youth Basketball Volunteer

Miller Park Recreation Center Winston-Salem, NC

Supervised game day activities such as operating the shot clock, tracking scores, and coordinating with referees and coaches regarding any in-game issues or questions

Taught children how to play as a team through layup and dribbling drills, handling in-game frustrations, and communicating well with each other

EDUCATION

NC Agricultural & Technical State University 2005- 2007

Greensboro, NC 60 hours taken towards B.A. in Information Technology

Parkland High School

Winston-Salem, NC High School Diploma May 2015

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