Customer Service Manager
Resume:
MATRIN BROWN
Deerfield Beach, FL
***********@*****.***
Core Competencies
• Customer Service and Care • Managing/Supervising Staff • Business Development
• Human Resource• Improving Operations • Innovative Strategies
• Training • Project Management • Onboarding
Education
Bachelor of Science in Leadership Trident University International, Cypress, CA Aug 2019
Associates of Science in Leadership Tallahassee Community College, Tallahassee, FL
AT&T, Boca Raton, FL
12/2011 – 3/2019
Network Operations Manager
•Supervise staff operations and coordinate the resolution of support-related problems.
•In charge of overseeing operations of a data center, strategic planning, and implementation.
•Plan, direct, maintain and coordinate network installation, maintenance, and operations.
•Recruit staff, coordinate and conduct interviews, and oversee the onboarding process and assessment testing.
•Analyze voice of customer data and implement strategies to improve scores and achieve maximum results.
•Design and develop new training classes for Wire Technicians focused on customer needs.
•Develop annual budgets, assessing human resource needs, and plan new business developments.
•Implement business processes and operations improvements to meet objectives across multiple areas of the business to enhance customer service.
AT&T, Boca Raton
Premise Technician
10/2008 – 12/2011
•Responsible for the installation of the U-verse integrated digital TV, high-speed internet, and voice services.
•Installed and provided customer care for U-Verse digital television, high-speed internet, and digital voice service.
•Provided user support by diagnosing network and device problems and implementing technical solutions.
Ryder System Inc, Tallahassee, FL
Rental Sale Representative
09/2005 – 06/2008
•Front-line sales agent for the rental of vehicles to the company’s current lease and commercial rental accounts.
•Work cross-functionally across Sales, Marketing, Operations, and Asset Management while utilizing excellent customer communications skills.
•Maximize operational effectiveness by coordinating overall inventory level to meet customer demand.
Ryder System Inc, Tallahassee, FL
Customer Service Coordinator
08/2000 – 09/2005
•Maintained parts inventory while simultaneously coordinating with customers to schedule maintenance.
•Performed customer relationship activities to include customer interface, issue resolution, and customer satisfaction.
•Executed customer communication protocol and enhance branch productivity through effective work scheduling.
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