Customer Service Manager
Resume:
. Rodney Hood
************@*****.***
Objective
Seeking a customer service/call center position that will utilize my
experience, and promote growth; with an opportunity to become a key figure
within the organization.
Germane Skills
. 12 years of call center help desk and technical support experience
. Strong analytical and problem solving skills.
. Computer software skills include Oracle, CA Desk Manager, Novell,
Windows 95, 98, 00, XP,7, MS Office Suite
. Able to operate proficiently Avaya and Touch star Phone systems.
. Skills also include the ability to plan and implement work standards
to ensure timely completion of projects.
. I have a professional attitude which enables me to be an independent
worker as well as a team player
. Business Objects Certified Professional.
Professional Experience
Alere Health LLC Contract To Hire Atlanta, GA
Aug 2011 - April 2013 External Service
Desk Analyst
. Researched complex issue's regarding programs and changes throughout
the company.
. Assisted participants of wellness programs via telephone in call
center environment (inbound calls) and email with issues regarding the
wellness portal.
. Provided technical support for client services.
. Troubleshot performance issues on mobile devices i.e. (apple and
android systems) regarding the installation and utilization of company
specific applications and other web portal related issues for
Participants and client managers.
. Diagnosed incidents and described accurately to developers technical
issues for correction beyond our departmental scope.
. Documented all inquiries within CA Service Desk Manager Management
system, followed appropriate guidelines. For notepad documentation,
and assigned tickets accordingly.
. Exceed 90% average Customer Call Audit Scores.
Lucent Communications Direct Hire Atlanta, GA
Oct 2005 - April 2011
Help Desk Support Officer
. Negotiated bills and adjustments and other inquires and complaints.
. Resolved and input client requests into tracking system according to
established guidelines.
. Handled client contracts and explained all details while working with
caller.
. Met or exceeded individual billing resolution objectives.
BellSouth Direct Hire Atlanta,
GA Apr 2000 - Jan 2005
Support Escalations Coordinator
. Took inbound calls from residential customers in a call center
environment regarding service, billing issues, changes in service, and
special bonus incentives.
. Resolved customer issues and escalated service issues to promote
departments.
. Set standards for billing escalations representatives while
establishing company guidelines.
. Reviewed documents and records for accuracy and completeness.
. Ensured proper, accurate records so that file databases are set up and
maintained.
MCI WorldCom Direct Hire
Atlanta, GA Aug 1998 - Feb 2000
Market Research Escalations Analyst
. Resolved residential customer billing issues for long distance service
through billing escalations and market research campaigns.
. Assisted new sales reps with becoming familiar with the system
database and how to handle reluctance, as well as noticing billing
impropriety signals.
. Introduced new campaigns to the market research and billing
escalations teams in particular bay, by demonstrating correct
introduction, proper presentation, and closing techniques.
. Assisted billing escalations supervisor with shift duties in his/her
absence.
. Recognized as Top Rep of the quarter for resolving billing escalations
issues and executing market research strategies.
Education
. Clark Atlanta University Atlanta, GA
. Major Business Administration
. GPA 2.9
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