Customer Service Project Manager
Resume:
Wynton Johnson
Atlanta GA, 30318
********@*****.***
Objective
To obtain a position in a company that promotes individual opportunity and professional
growth, while making a positive contribution to the company.
SKILLS/KNOWLEDGE
* Impeccable customer service and interpersonal skills
* Experienced with payroll and accounting related applications
* Knowledge of Microsoft Office Suite(s) and other web-based applications
* Self motivated and able to multitask
* Team Player
*Proficient in ODIS Project Manager (OPM), Cisco Phone System
*HIPPA Certified
* Data Entry-KPH 10,000.
*Windows Vista, Excel, PowerPoint, Microsoft Word, Outlook.
Education
The University of District of Columbus 20010-2013
Morehouse College 2013-2014
PROFESSIONAL WORK EXPERIENCE
Coca Cola Call Center
Customer Care Representative/IT Support 10/2012-01/2013
*Applied Leadership skills to properly train and develop new and existing employees to provide high-
quality customer service, including problem solving.
*Monitored and assigned ratings for calls, service by CSR and other call center Specialty Groups in
accordance with established Quality Assurance guidelines.
*Assisted Call Center Supervisors in developing performance improvement plans a recommended
performance and productivity improvements
*Contributed to side-by-side on weekly basis for quality control processes
*Successful in analyzing customer wireless telecommunication needs & concerns and managing &
resolving escalation issues, utilizing the highest quality of service and performance.
*Develop win-win solutions, creating loyal customer alliances, customer satisfaction, and service
retention, as well as building a satisfied client referral network to increase business.
*Help employees with the dialing systems and computer issues.
*Prioritized and organized daily follow-ups of customer inquiries and concerns to ensure timely
resolution.
*Maintain and reconcile all exception reports and prepare monthly operations report.
*Serve in the capacity of acting supervisor responsible for coaching and developing associates’ skills to
achieve desired performance, execute side by side call observations and shadow training, provide
positive and motivational coaching to maximize call efficiency and promote performance and
improvement.
Pay day Experience
Collections/Customer Service 7/2013-11/2013
*Customer service reps.
*Answer customer questions regarding problem with their accounts.
*Advising customers of necessary actions and strategies for debt repayment.
*Conversing with customers by telephone to determine reasons for overdue payments.
*Arrange for debt repayment or establish repayment schedules based on customers financial
situation.
*Record info about finical status of customers and status of collection effort.
*Make 150 or more outbound calls to collectors.
*Meet weekly goals set for collections.
Comcast/Xfinity Cable
IT Help Desk/Workforce Coordinator 03/2009-10/2012
*Maintained and updated the workforce management systems with daily
exceptions.
*Ensured the accuracy and timeliness of data; by working
time-off, schedule changes, and other types of requests.
*Captured and organized contact volumes and distribution trends
(intraday, seasonal, peak periods). Creates forecasts of call volume and
handle times based on history and projected business changes, and
associated staffing requirements.
*Documented requests for hardship time off or temporary shift
adjustments.
*Developed strong working relationships with other groups within the
organization to ensure efficient and effective problem solving and issue
resolution.
*Maintained a high level of communication both in the verbal and written form with internal
and external customers.
*References available upon request
Contact this candidate