Valerie Wilcox
*** ******* *****, ***********, ** 30281
Cell: 404-***-****: acs0xa@r.postjobfree.com
Summary
Skilled customer care supervisor. Resourceful supervisor who consistently meets and exceeds productivity goals.
committed to addressing customer concerns with speed, accuracy and professionalism.
Qualified Customer Service Manager offering a record of successful job performance, proved problem solving ability
and experience developing and implementing innovative solutions.
Highlights
High customer service standards
Employee relations specialist
Call center management experience
Dedicated to process improvement
Conflict resolution proficiency
Customer service management expertise
Negotiation competency
Troubleshooting skills
Telecommunications knowledge
Training manual contributor
Proficient with Microsoft Office Suite
Accomplishments
Exceeded corporate target for customer satisfaction, net promoter score and first call resolution month over month.
Experience
Customer Service
Convergent outsourcing for Duke Energy Utilities (Hire Dynamics)
December 2014 to October 2015
Customer service calls both inbound and outbound
Went over billing with customers
Set payment arrangements for customers when they were unable to pay utility bill
Processed Utility payments for customers
Customer Service
Ackerman Security Systems
October 2013 to December 2014
Customer service calls both inbound and outbound
Dispatching authorities on Burglar, fire, and medical alarms
Answering customers questions regarding their bills.
Trouble shooting customer alarms
Customer Service Supervisor
June 1999 to February 2013
Verizon Wireless - Alpharetta, GA
Successfully managed the activities of 14 team members in multiple locations.
Created training manuals targeted at resolving even the most difficult customer issues.
Recruited, managed and mentored new customer service representatives.
Monitored the daily activities of customer support employees.
Owned team productivity metrics.
Improved service quality and increased sales by developing a strong knowledge of company's products and services.
Interviewed, hired and trained new customer service representatives.
Provided detailed monthly departmental reports and updates to senior management.
Addressed negative customer feedback immediately.
Provided a high level of product and leadership support to representatives and customers.
Effectively communicated with team members to maintain clearly defined expectations.
Developed rapport with the customer base by handling difficult issues with professionalism.
Generated and distributed daily reports and order acknowledgments to appropriate personnel.
Customer Service/claims review
June 1998 to June 1999
Subro Audit - Marietta, GA
Collected customer feedback and made process changes to exceed customer satisfaction goals.
outbound and inbound calls for insurance subrogation.
Education
Certifications in Project Management
Currently Pursuing Bachelors degree in Organizational Psychology