Customer Service Representative

LISA R. FORD

*** ****** ****, ******, ** *****

Cell: 973-***-**** Email: ************@*****.***

Optimizing call center operations and total quality performance through proven

expertise in effective process implementation,

hands-on leadership, and profit-driven budget management.

Expertise:

A supervisor of call centers delivers repeated success in structuring high-performing call center staff, streamlining processes, and implementing supporting technology to reduce expenditures, boosts productivity, and increase profits. Leverages extensive financial acumen to analyze, forecast and manage quality standards, identify key performance indicators, and drive strategies to improve performance and maximize profits. Delivering more than 29 years of measurable accomplishments contributing to profitable call centers with well-trained and motivated support teams, driven to ensure customer satisfaction and loyalty through first-class call service and delivery.

Career Summary & key Achievements

Cablevision

Supervisor of Call Center, July 2003 –July 2015

Monitored performance of their team and provides feedback to ensure that call center and customer satisfaction goals are met. Reviewed and analyzes reports regarding team’s performance including productivity, quality, sales and adherence performance.

Conducted remote and desk side monitoring in accordance with company policies to ensure quality service and customer satisfaction goals.

Communicated and develops relationships with other Cablevision entities and departments i.e., Billing and Collections, Field Service, Dispatch, Product Management and Marketing, Sales, Human Resources, Staffing, Security, etc.

Provided information to be used in detailed reports compiling employee performance and activities on a daily, weekly, and monthly basis.

Assisted in the adherence of policies and procedures to ensure that call center standards are followed so that customer satisfaction and retention goals are met.

Supervises the day-to-day operations of the department, is directly involved with and exercises independent judgment with respect to the following:

Interviews candidates for open positions and makes recommendations for hire, rehire, or promotions

Assigned work to employees based on the specific skills, training, experience and availability of the individuals under his/her direction.

Assessed, prioritizes and alters work assignments of direct reports on a day-to-day basis as operational needs require.

Accomplishments

Diffuse and resolve various volatile customer situations while maintaining the balance between the interests of the company and customer satisfaction

Make service changes, recommend service options, and schedule installations for phone, television cable, and internet lines

Provide detailed and accurate accounts of customer calls for prevention of future audit issues

Resolve an average of 250 inquiries in any given week, dealing with all types of inquiries including billing issues, installation schedules, product information queries, and numerous other matters

Meet performance targets in all areas such as speed, accuracy, volume, customer satisfaction, and issue resolution

Upsell company products and services to customers and meet target sale conversions

Route technical queries to designated channels for proper resolution of service and equipment issues

Cablevision,

Lead Representative, July 1994 to July 2003

Provide customer assistance and innovative solutions to complex issues for clients calling for technical and billing assistance. Adhere to all company guidelines and policies and procedures while maintaining positive rapport with customer. Thoroughly assess customer complaints or issues before recommending solutions.

Use Remedy Incident Management System to resolve escalated disputes requiring further intervention and creative dispute solutions.

Offer open and supportive communication to team, offering leadership and guidance within the team sharing, real-time system.

Reduced call time by over 25%

Increased customer services for up to 15% of all calls as a result of offering billing evaluations and recommending new services to meet their individual needs.

Cablevision,

Customer service Representative, January 1986- July 1994

Handle customer inquiries, complaints, billing questions and payment extension/service requests. Calm angry callers, repair trust, locate

resources for problem resolution and design best-option solutions. Interface daily with internal partners in accounting, field services, and

operations.

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.

EDUCATION:

New Jersey City University, Psychology 1986

Certifications/Training:

Youth Consultation Service (YCS)

Behavior management Gain Awareness, 2009

Substance abuse, 2009

Policy Procedure Abuse, 2008

Neglect Diagnostic Therapeutic Intervention, 2008

Grief and Loss Prevention, 2008

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