Customer Service Microsoft Office

RHONDA DOHERTY

** ***** ***. *****: 978-***-****

North Andover, MA 08145 Email: ******@*******.***

Administrator – Office Manager

Customer service professional with almost 35 years of dedication to customer satisfaction. Skilled in collaborating with all members of the company to achieve business goals and customer satisfaction objectives. Reputation for acute attention to detail and strong work ethic. Successful working independently or as part of a team in fast-paced environments while managing competing priorities. Recognized for commitment to following and implementing company procedures and standards, and tireless efforts towards advancing company mission.

Areas of Expertise

Reliability

Organization

Customer Satisfaction

Technical Proficiency

Teamwork

Policy Adherence

Employee Training

Microsoft Office

Organization

Problem Solving

Communication

Multi-Tasking

Management Experience

Supervised up to 26 union associates providing policy and procedure training, driving operational metrics and assuring that company representatives exceeded customer expectations.

Equipped associates to properly troubleshoot client issues, ask relevant fact finding questions, use proper tools for equipment testing and prepare reports so fixes could be complete in a timely manner.

Provided expense control, developed staffing models and built strong customer relationships.

Led and directed strategic initiatives that enabled department to exceed company expectations for timely resolution of customer issues.

Made collaborative efforts to achieve operational efficiencies and grow customer base.

Customer Support

Ensured quality product support to customers through logistics, inventory planning and product knowledge.

Continually developed client relationships though professionalism, respect and attention to client needs.

Advanced customer contact skills through commitment to professional training and continuing product and services education.

Enhanced customer experience and improved customer satisfaction with efficient problem solving skills and effective communication.

PROCESS IMPROVEMENT

Analyzed survey results and current processes and procedures and made recommendations for productive improvements and cost effective policy enhancements.

Collaborated with area supervisors to help identify issues and incite associates to move metrics.

Ensured supervisors followed procedure and were consistent with required monthly contacts and associated discipline policies,

Work History

VERIZON, Call Center Supervisor, Andover, MA 1980 - 2015

Professional Training

Various Telecom Methodology and Customer Contact Skills Training through Verizon Wireless

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