Customer Service Senior Management

Willie King Jr

Summary

Results-oriented Senior Team Lead with a diverse background in management and customer service. Dedicated to providing excellent customer service and making operational and procedural improvements. Energetic Senior Team Lead with 7 years experience in high-level executive support roles. Organized and professional.

Dedicated and focused individual who excels at prioritizing, completing multiple tasks simultaneously and following through to achieve project goals. Seeking a role of increased responsibility and authority. Highlights

Self-starter

Microsoft Office

Report analysis

Excel spreadsheets

Results-oriented

Strong interpersonal skill

Improving product quality

Managing multiple priorities

Call center management experience

High customer service standards

Negotiation competency

Telecommunications knowledge

Client relations specialist

Accomplishments

Played an instrumental role in increasing customer satisfaction ratings index from 82% to 93% within 1 year as Customer Service Manager.

Improved customer retention in 2015 by 5% from the previous five years. Reduced staff turnover by 10% in one year by implementing several well-received team and morale-building programs.

Experience

Senior Team Lead

January 2013 to Current

Alorica Kennesaw, GA

Created training manuals targeted at resolving even the most difficult customer issues. Recruited, managed and mentored an average of 180 new customer service representatives per year. Developed, implemented and monitored programs to maximize customer satisfaction. Monitored the daily activities of 7 customer support teams. Interviewed, hired and trained new quality customer service representatives. Provided detailed monthly departmental reports and updates to senior management. Team Lead

October 2010 to December 2012

Alorica Kennesaw, GA

Resolved customer questions, issues and complaints. Collected, monitored and evaluated customer requirements to achieve desired delivery time and order fill rates. Effectively communicated with team members to maintain clearly defined expectations. Routinely prepared and evaluated CRM reports to identify problems and areas for improvement. Customer Service Representative

July 2008 to September 2010

Alorica Kennesaw, GA

Provide technical support for customers troubleshooting account and device status Able to navigate multiple resources resolving customer issues with an average handle time of 475 seconds with a ceiling of 550 seconds

Strong attention to detail and proficient in building rapport in an inbound/outbound call center. 3052 Springhill Parkway SE, Smyrna GA 30080

Cell: 404-***-**** - *************@*****.***

Tick Agent

September 2005 to June 2008

Greyhound Bus Lines Hattiesburg, MS

Utilize schedules, rate books and computer terminals to help with route planning and computing ticket cost. Facilitated the resolution of workrelated issues and travel difficulties that could hinder the safety and reliability of the company resulting with 50 % decrease in travel delays. Exceeded cross selling goals by identifying a need and encouraging customers to purchase those additional products or services.

Education

Bachelor of Science : Business Administration, 2008 University of Southern Mississippi Hattiesburg, MS, United States Deans List Recipient

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