Customer Service Management

CHERRY dC. LANCHINEBRE

**** *. **** ******* **** - #1014

Las Vegas, NV 89119

703-***-**** Mobile

*******@*****.***

OBJECTIVE: Seeking a management position that will allow growth in the company. I

have over twenty-five years of telecommunication industry. Seeking a position where I

can share my experience and expertise. Proven success in the following organizations:

customer service, network and operations, international implementation, national sales

and support and the government section division. Maintain the highest level of quality

and productivity for 100% customer satisfaction

SKILLS: Able to make sound decisions with minimal guidance, strong work ethic,

positive “can do” attitude, good judgments and strong work ethics. Strong

communication, presentation and problem solving skills, able to pass state and company

background check.

EMPLOYMENT HISTORY Sprint/Nextel Communication January 1988 to September

2013

Supervisor

Business Wireless Technical Support (BWTS)

September 2008 – September 2013 - Las Vegas, NV

Manage a team of 12 to 25 BWTS agents handling corporate and individual liable

customers with technical support

Focus on resolution of customers issues with their products and services

Lead teams of supervisors in interviewing of potency agents and supervisors to join the

department. Move forward with candidates to the next level of the hiring process with

scheduling drug testing and back ground check.

Set expectations with team on metric goals, policies, procedures for a successful fiscal

year

Focus on customer’s need for resolution with devices, network issues for domestic and

international needs

Gather team’s statistics, ratings, quality monitors for weekly and monthly reports for

agents and management

(CSAT, Issue Resolve, and First Call Resolution, Average Handle Time, Adherence and

Not Ready)

Provide continuous training on products, services, policies, procedures, applications

through one-on-ones, team meetings, chair drops and emails

Continue to focus on service index, call volume in queue, skill-set categories and monitor

service level

Organized the interview process and testing for multiple positions for the department

Coach, Empower, Encourage and Develop team members to meet their performance

objectives and individual development plan

Managed 4th quarter 2008 to 2nd quarter 2009 Learning Lab for newly trained agents

including de-briefs

Develop Leadership Team 2009, 2010, 2011 and 2012 members on performing side by

sides, coaching their peers, pulling reports and on-line training

Supervisor

Business Wireless Technical Support (BWTS) & Business Products Services Escalation

Team (BPSET)

April 2007 – September 2008 - Fort Worth, TX

Handled escalations on company products, services and applications for all line of

business and executive office

Escalation tickets to upper management and fix organizations to resolve customer’s

issues

Worked directly with customers, vendors, and fix agencies to resolve issues

Set expectations for customers and fix agencies on timeframe for resolution

Monitor team numbers for monthly report and evaluations for management BWTS Fort

Worth, TX

Focused on 100% customer satisfaction and first call resolution

Coached BWTS/BPSET technicians to successfully met their metrics

Gathered technicians monthly stack racking

Started Quad Training sessions for BWTS technicians with new products/services

Supervisor

CARE Vendor Site Yellow Hat Projects

September – November 2007 - Manila, Philippines

Manila/eTeleCare - Assist in successfully launching first vendor Care Call center with a

ramp up of 700 agents

Worked closely with vendor management to understand their needs and requirements for

a successful business launch

Conducted audits of agents transfers and adjustments to better control errors

Coordinated all logistics with hotels and transportations and work locations

Handled time reporting of team members to their home centers in the United States

Conducted questions & answer sessions during training and de-briefs

Responsible for all scheduling of Yellow Hat team members in training, learning lab and

productions/operations

November 2007 – February 2008 - Cebu, Philippines

Cebu/eTeleCare - Successfully launched the Del Mar center in Cebu which ramped up to

500 agents

Assisted in training classes on the Sprint processes and procedures with Care services

Conducted questions & answer sessions during training and de-briefs

Responsible for all scheduling of Yellow Hat team members in training, learning lab and

productions/operations

Worked closely with vendor management to understand their needs and requirements for

a successful business launch

Gathered all team members expense reports and tracking of expenses

Handled time reporting of team members to our United States management team

Conducted huddle sessions for refreshers, scenarios, probing, soft skills for all vendor

agents and management teams

August – September 2008 - Manila, Philippines

Manila/TelePerformance re-training of vendor’s management teams, unit managers,

supervisors and team leads

Conducted triad sessions with management teams in order to find and correct any

opportunities

Conducted calibration sessions with Sprint and TelePerformance management team and

staff

Provided management teams with best practice and complete customer focus of 100%

customer satisfaction

Other positions with Sprint:

Implementation Project/Program Manager II, Government Systems Division (GSD) –

03/2006 – 04/2007 Reston, VA

Dedicated to government services with a Top Secret Clearance to complete necessary

installation of new/upgrade circuits (wireline) I communicated with end-users with the

different government services on their needs for new circuits in their secure locations.

Circuits from 56k to T1 and above throughout the United States. I was a part of the

disaster recovery teams for natural disasters within the United States. Provide weekly and

monthly reporting of orders, status of orders and any/all issues that may have occurred to

management and government partners. I was chosen to train and mentor new peers by

management.

International Project/Program Manager II, International Network Services & Support -

11/2000 – 03/2006 Reston, VA

I was responsible for new and upgrade installation of wireline circuits from Sprint’s

gateways to rest of world. I communicated directly with sales teams and customers to

ensure type(s) of circuits and point to point installations. I would contact international

telecommunication and government teams to ensure access and scheduling. I handled

upgrades (hotcuts) to ensure minimum down time for the customers. I was chosen to train

and mentor new peers by management.

Network Operations Specialist II, Wireline Network & Operations - 04/1999 – 11/2000

Reston, VA

Responsible for all orders submitted by Sprint sales teams for customer’s to expend their

business on the network. I was part of the team to grow the company network at the

international gateways on both sides of the United States. I also was part of the team to

grow the network domestically working with network engineering departments. Kept

logs updated of available space on the switches, gateways for new and upgrade orders. I

worked with multiple network, engineering and telecommunication teams to stay abreast

on network statuses. I was chosen to train and mentor new peers by management.

STAR Customer Service Associate - 04/1995 – 05/1997 Reston VA

I worked directly with assisted customers throughout the United States on their company

telecommunications needs. I handled all their request and questions from orders, billing,

and installation scheduling and investigating their invoices. I contact up to 80 assigned

customers monthly to ensure they are pleased with the services provided and if they have

any new requirements. I would visit when necessary for sales meetings and by customer’s

request. I trained new associates on the duties in the departments and was a mentored to

ensure knowledge of the position is met.

National Accounts Division Administrative Assistant - 02/1987 – 04/1995 Northern

California

I conducted all necessary administrative duties for the sales and technical support teams

to successfully win customer’s business. I planned all customer and company meetings,

receptions and events in house and at various locations. I handled event budgets and stay

in budge for all events. I prepared all customer proposals for new and upgrade businesses

with the top companies with the National Account divisions in northern California. I

worked with partner’s group to submit orders for their assigned customer’s for the West

Coast. I also worked directly with the Order Support team to guarantee customer’s

commitment dates.

EDUCATION:

General Educations Diploma Certification received in May 1982 – Youth for Services in

San Francisco, CA

Throughout the years continuous company training with regards to products and services

Reference Available Upon Request

Contact this candidate