Customer Service Management

David Nelson

**** ********* *** **********, ** 28227Phone: 7043521154Cell: 9808297784E-Mail: ******.***********.*****@*****.***

Professional SummaryCustomer-oriented phone advisor successful at troubleshooting and handling customer support issues in a timely manner. Energetic problem solver with strong time management skills who thrives in a fast-paced, dynamic environment. As well as customer first attitude and an efficient thought process that helps our customer as well as our brand. People person looking to advance to the highest level possible while working as hard as I need to in order to get there.

Skills

• Skilled in call center operations

• Customer interface expertise

• Adheres to customer service procedures

• Marketing savvy

• Strong problem solving aptitude

• Persuasive speaker

• Avaya Software knowledge

Work History

October 2009 to March 2010 - Wal-mart Charlotte, NCIn stock team overnight

Defused volatile customer situations calmly and courteously. Resolved service, pricing and technical problems for customers by asking clear and specific questions. Efficiently set up merchandise and organized these areas while assisting consumer.I've always made the customer only priority.

October 2011 to March 2012 - Connextions Inc., Charlotte, NCInbound phone advisor

Effectively managed a high-volume of inbound and outbound customer calls. Addressed and resolved customer product complaints empathetically and professionally. Gathered and verified all required customer information for tracking purposes. Accurately documented, researched and resolved customer service issues. Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment.

February 2013 to October 2013 - Convergys Charlotte, NCInbound phone advisor/ subject matter expert

Managed high call volume with tact and professionalism. Initiated operations improvements to improve overall call center productivity. Oversaw call center employees to ensure customer satisfaction goals were consistently met. Acted professionally and patiently when addressing negative customer feedback.Met or exceeded service and quality standards every review period. Mastery of customer service management systems and databases. Accurately documented, researched and resolved customer service issues. Defused volatile customer situations calmly and courteously. Gathered and verified all required customer information for tracking purposes. Addressed and resolved customer product complaints empathetically and professionally. Effectively managed a high-volume of inbound and outbound customer calls.

Education2008 Central Piedmont Community College Charlotte, NCGED

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