Troylynn Balancier

**** ******* ****** ******, ***** Rouge, LA 70810 - 225-***-**** (C) - acu3ss@r.postjobfree.com

PROFESSIONAL SUMMARY

Dedicated individual with proven potential to succeed in any given environment having extensive years of experience in the customer service and technical field seeking a position that will utilize my management and business experience.

AREAS OF EXPERTISE

Customer Service Management

Excellent Communication Skills

Excellent Time Management

Multi-Tasking Management

Strong Organizational Skills

Team Leadership

Goal Oriented

Customer Escalations & Resolutions

Teambuilding/Training/Development

Microsoft Office Suite

PROFESSIONAL EXPERIENCE

Customer Service Team Manager 04/2013 – Present

AT&T Mobility – National Center Baton Rouge, LA

Coach, motivate, train, discipline, develop & guide employee performance through a variety of mechanisms.

Review and evaluate employees on their ability to meet performance objectives. Ensuring that employees are operating at high levels of quality and productivity while exhibiting high levels of integrity and ethical behaviors.

Ensure that employees are adhering to company policies & procedures.

Work to ensure employee and customer churn is maintained at the lowest possible level.

Resolve complaints and answer questions of customers regarding services and procedures.

Provide CSR with daily feedback on quality customer service and or office procedures.

Manage multiple priorities and maintained effective results in a quota driven work environment.

Exercise strong interpersonal communication skills with customers and department personnel.

Accept assignments with an open, cooperative, positive and team-oriented attitude.

Utilize multiple call center support applications to efficiently assist customers and agents.

Administer appropriate disciplinary action as warranted.

Handle escalated customer complaints upon customer or executive request.

Review, approve and/or deny credit adjustments requested by customers.

Approve employee timecards.

Coordinate and lead special projects in area of Customer Service and/or Operations.

Assist with interviewing, hiring and terminating employees.

Mentor Manager-In-60 agents.

Manager Relief 03/2011 – 04/2013

AT&T Mobility – National Center Baton Rouge, LA

Ensured superior customer experience on escalated calls by addressing customer concerns, demonstrating empathy and resolving problems on the spot.

Managed a wide variety of customer service and administrative tasks to resolve customer issues quickly & efficiently.

Received multiple reviews acknowledging my level of dedication for excellent customer service.

Guaranteed positive customer experiences and resolved all customer complaints.

Customer Service/Technical Support Specialist 01/2008 – 02/2011

AT&T Mobility – National Center Baton Rouge, LA

Specialize in assisting customers with Laptop Connect Device, Microcells, iPhones, iPads and Smart Phones.

Provided effective and timely resolution on a range of customer inquiries.

Strived for one-call resolution of customer issues.

Completed ongoing training to stay abreast of product, service, and policy changes.

Maintained a positive and cooperative tone with both customers and coworkers.

Demonstrated best judgment in the disbursement of adjustments and credits.

Maximized the customer experience by providing information on new products, rate plans, and service.

Respond to customer inquiries and requests by resolving issues efficiently and professionally.

Sales Support Representative 06/2007 – 1/2008

AT&T Houston, TX

Greeted customers entering the store to ascertain what each customer wanted/needed.

Maintained up to date knowledge of store policies regarding payments, returns & exchanges.

Trained new employees by providing knowledge of specific store tasks and policies.

Generated sales and inventory reports in Excel with data from a variety of sources, maintaining a 100% accuracy rate.

Assisted customers with store and product complaints.

Communicated all store initiatives and promotions to customers to generate return business.

Maintained positive attitude to make a customer’s shopping experiences memorable and pleasant.

Regularly sought opportunities to up sell and add on additional merchandise.

Work Force Operations 4/2004 – 06/2007

Cingular Wireless Baton Rouge, LA

Assisted with internal employee support.

Maintained employee schedules & vacation request

Assisted with day to day manager’s request from team meetings, trainings & special projects.

Education and Training

ITI Technical College 1994

Electrical Instrumentation – Certification Received Baton Rouge, LA

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