Kelly A Wesley

Phone: 704-***-**** (Cell)

acw0sh@r.postjobfree.com

** ***** ********** ** ******** CARE

Qualifications Summary

Outstanding talent for assessing customer’s needs and providing resolution to customer concerns and escalations. Able to handle large projects and resolve complex issues.

An unwavering commitment to build productive relationships, resolve complex issues and win customer loyalty.

I am highly motivated, driven, and accomplished Customer Service Associate with a proven track record and reputation for achieving high results and satisfaction for my Large Business Clients, management, and internal customers.

Skills

*Peer to Peer Coaching *Attention to Detail *Self Motivated

*Process Improvement *Multi Region Trained *Set up Ordering System

*Relieving Team Manager *Ability to Trouble Shoot Problems Effectively *Creative Problem Solver *Project Manager *Customer Advocate

Employment History:

AT&T – Charlotte NC

CSA Customer Service Associate, 2008 – Present

Lead for Large Market assigned accounts

Support End to End order Management for my customers

Proficient in writing programs using the Type it in Tool to handle projects in multiple Regions

Set up and maintain Mid West MROC Accounts in the Type It In Tool application

Share keys used to increase productivity and accuracy

Back up support for Team Manager

Coach and development team on new systems and processes

Multi Region trained and proficient (Southeast, Southwest & Midwest)

U-verse trained in multiple regions

Support and Coach for Mid West systems and ordering process

Set up keys used in the ordering process for projects.

Designed keys that write orders for multiple Regions

Proven ability to determine answers and solutions quickly

AT&T – Charlotte, NC

Alternate Channel, 2007 – 2008

Assist Sales Associate and Vendors.

Team support for ordering issues.

Reply to email queries and orders

Investigate customer problems and provide speedy resolutions

Monthly evaluations always (EC) 120% Proficiencies and Productivity

Bellsouth Telecom – Charlotte, NC

Sales Associate, 2001 – 2007

Top 1% in sales for the South East Region .

Winner of The Pinnacle Club four years in a row. Ranking was based on accuracy, Customer Service, and Sales.

Side by side training on Best Practice for Center Director

Set up method of tracking key targets for Peers

Offering AT&T Products and services

Staying on top of the latest Promotions of Products and Services

Handling the needs of existing services issues

Demonstrated ability to provide relevant information to customers regarding current packages and possible upgrades.

Education:

Anderson College Associates Degree

Columbia College

Proficiencies:

Examples - Excel, Microsoft Word, and PowerPoint

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