Customer Service Technical Support

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INFORMATION

*** ****** **.

Suwanee, GA 30024

Home: 678-***-**** Cell: 678-***-****

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

SKILLS &

ATTRIBUTES

Exceptional Customer Service & Interpersonal Skills

Strong Attention to Detail & Organization

Effective Multi-Tasking & Time Management Abilities

Critical Thinker & Creative Problem Solver

Dedicated and Consistent Team Member & Successful Team Leader

Proven Success in Employee Training, Mentoring & Supervision

Extremely Goal Oriented and Results Driven

Proficient in MS Word, Excel & Outlook

Proficient in Oracle, Metrix and SAP

Dedicated to Brand & Product Promotion

YOKO STAMPLEY

Dedicated professional with 15 years of successful customer service, call center and supervisory experience seeks an opportunity that allows for utilization of skills, experience, and education with a reputable organization

KEY ACCOMPLISHMENTS

Managed a high-volume workload within a deadline-driven environment. Resolved an average of 550 inquiries in any given week and consistently met performance benchmarks in all areas (speed, accuracy, volume).

Became the lead "go-to" person for new reps and particularly challenging calls as one of the company’s primary mentors/trainers of both new and established employees.

Helped company attain the highest customer service ratings (as determined by external auditors) -- earned 100% marks in all categories including communication skills, listening skills, problem resolution and politeness.

Officially commended for initiative, enthusiasm, tenacity, persuasiveness, intense customer focus and dependability in performance evaluations.

Completed voluntary customer service training to learn ways to enhance customer satisfaction and improve productivity.

Recognized as "#1 Customer Service Rep" (out of 20 reps in division) in Fall 2010. Ranking was based on accuracy, customer service, duration of calls and availability.

Co-developed on-the-job training program that reduced training time from eight weeks to five.

Contributed to an 8% sales increase in 2010 by improving lead-generation and sales-tracking techniques.

PROFESSIONAL EXPERIENCE

Honeywell

Atlanta, GA

Customer Service/Help Desk Representative

Answered phones and assisted customers calling Help Desk.

Assisted U.S and international customer via phone and email.

Generated vouchers for technical support closed calls for invoicing.

Responsible for receiving purchase order numbers from customers.

Responsible for sending repair quotes to customers.

Created and maintained customer requests in Oracle Data Based System.

Queued Tech Support calls.

Processed repairs and assist customers with inquiries regarding repair service issues.

Promoted organization's products and services.

Senior Customer Support Specialist

Promoted to Supervisory position after only 3 years of service

Oversaw all day to day operations of the customer care/help desk department.

Responsible for training, mentoring and supervising all employees within department.

Inventoried and ordered office supplies.

Assigned repair authorization numbers and technical support request ID numbers.

Generated invoices monthly for revenue.

Sorted and distributed company mail.

Promoted organization's products and services.

Maintained industry concepts, practices and procedures.

07/1999

to

09/2014

EDUCATION

Diploma Business

Draughons Business College

Atlanta, GA

1991

Bachelor of Science in Business

University of Phoenix

Atlanta, GA

(expected) 2015

AWARDS & ACCOMPLISHMENTS

Stock Option Award for providing exceptional customer service

Star Award for a Job Well Done in Customer Service

Promoted to Customer Service/Help Desk Supervisory position after only 3 years of service

Bronze Award for meeting a pressured deadline for a project and job well done

Going the Extra Mile Award for independently maintaining and running the Help Desk

REFERENCES GLADLY PROVIDED UPON REQUEST

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