Customer Service
Resume:
***** *. ******* **** *****: (***)
Houston, Texas E-mail
hoo.com
Mark E. Foster
Objective To maximize the use of a diversity of skills and
experiences while contributing to the success of
your corporation.
Experience 2003-2013 Reliant Energy - an NRG
Co. Houston, Tex
( 2011 - 2013) - Complex Transactions Supervisor
-Customer Support & Market Relations
Coached and developed team members on daily,
weekly and monthly performance.
Developed and delivered performance evaluations.
Actively managed established performance and
expectations.
Interacted with management and/or agencies
regarding update on agent performance.
Acted as subject matter expert for area of
responsibility.
Assisted with the identification of training gaps
and needs of team members.
Supported inbound and outbound call activity.
Planned team activities and assigned tasks to
personnel.
Resolved problems and interpersonal conflicts
within the team.
Resolved problems with customers when Supervisory
representation is required or requested.
Utilized resources to interact with
internal/external customer account inquiries,
issue orders, analyze accounts to resolve billing
inquiries, negotiate options, and provide
assistance with obtaining products and services.
Participated in special projects while
maintaining daily performance expectations.
( 2007- 2011) - Business Analyst -Customer
Support & Market Relations
Identify and document technical system and
process requirements for improved operational
efficiencies and customer service related global
issues
Provide analytical and technical support to
Customer Care teams for analysis of internal
business processes and system capabilities to
improve accuracy and efficiency related to
completion of global issues
Gain cross functional support and approval for
system and process changes from key stakeholders
and Change Management Team to affect timely and
complete implementation
Develop and document training requirements,
training materials and provide training as
required for call center representatives,
supervisors and management.
Prepare spreadsheets, graphics, and word
documents as required for reporting, analysis,
documentation, and presentations
Maintain close and ongoing relationships with
internal customer facing groups as well as Back
Office to affect timely response to customer
issues
(2006-2007) - Customer Care Training Specialist
Modified and presented training programs for
customer care representatives
Developed training plans and program materials in
response to organizational needs
Conducted ongoing evaluations to ensure
effectiveness of programs and recommended
modifications as necessary
Developed, plans and evaluated training
activities to meet the organization's position
requirements
Maintained training records for new hire and
tenured customer care agents
Conducted training programs for representatives /
agents and first line supervisors on new
products/services, selling skills, business
rules, processes and system changes
Developed / wrote assessments that covered course
materials
Conducted training needs assessments; analyzed
employee training needs to determine requirements
for new program development
(2005-2006) - Customer Care Supervisor
(Temporary)
Coached and developed team members on daily,
weekly and monthly performance.
Developed and delivered performance evaluations.
Actively managed established performance and
expectations.
Interacted with management and/or agencies
regarding update on agent performance.
Acted as subject matter expert for area of
responsibility.
Assisted with the identification of training gaps
and needs of team members.
Supported inbound and outbound call activity.
Planned team activities and assigned tasks to
personnel.
Resolved problems and interpersonal conflicts
within the team.
Resolved problems with customers when Supervisory
representation is required or requested.
Utilized resources to interact with
internal/external customer account inquiries,
issue orders, analyze accounts to resolve billing
inquiries, negotiate options, and provide
assistance with obtaining products and services.
Participated in special projects while
maintaining daily performance expectations.
(2004-2005) - First Call Resolution Specialist
(Lead)
Interact with customers who are typically more
difficult to satisfy since their issues may not
have resolved prior to referral to this group.
Diffuse customer frustrations and establish a
trusting relationship that creates confidence
that the customer's issues will be promptly
resolved.
Perform research/analysis of accounts to
determine the origin of customer issues.
Resolve escalated customer issues utilizing job
knowledge and /or internal/external contacts in a
timely manner.
Work closely with other departments (ETM,
Customer Issue Resolution, Remittance, Contract
Management, and Billing) to ensure customer
issues are properly resolved.
Apply the Company's credit policies, practices
and procedures relative to analysis of out of
protocol scenarios, credit extensions, and
customer financial profiles.
Interact with customers, issue orders, analyze
accounts to resolve billing inquiries, negotiate
payment options/deposits and provide customers
with assistance in obtaining various Company
products and services.
Diffuse customer escalations (customer save
skills).
Engage in sales and service transactions.
Participate in sales of products and services.
Actively promote the company and the value of its
products and services.
Effectively utilize resources, i.e. computer
systems, software programs and phone equipment.
Consistently apply knowledge required to perform
technical and procedural aspects of the position.
Serve as subject matter expert for area of
responsibility.
(2003-2004) - Customer Care Representative
Actively promoted the company and the value of
its products and services.
Interacted with customers, issued orders, and
analyzed accounts to resolve billing inquiries,
negotiated payment options/deposits and provided
customers with assistance in obtaining various
company products and services.
Interfaced with a wide variety of people both
internally and externally in a diplomatic manner.
Effectively utilized resources, i.e. computer
systems, software programs and phone equipment.
Consistently applied knowledge required to
perform technical and procedural aspects of the
position.
Diffused customer escalations (customer save
skills).
Conducted outbound calls as required.
(1999-2002) VALIC/AIG-Retirement Services
Houston, Tex
Client Service Analyst
Primary point of contact for customer inquiries
in a call center atmosphere.
Effectively resolved client inquires while
maintaining a high level of productivity and
adhering to the quality standards.
Reviewed incoming client requests to ensure
compliance with employer guidelines and
governmental restrictions.
Mentored new members to the call center as well
as new team members.
Education 1991 - 1993 University of
Houston Houston, Tex.
Major-History
NASD Registered Series Six Representative
Skills and
Abilities Proficient in SAP
Microsoft Word
Microsoft Power point
Project Management
Phone Etiquette
Ability to perform under high levels of stress
Detail oriented
Team oriented
Contact this candidate