Professional summary

Customer Service Specialist with 17+ years of experience in delivering top-notch customer service and driving process improvements. Recognized for analytical skills in identifying trends from customer feedback and data, leading to significant enhancements in customer experience. Proficient in collaborating with cross-functional teams to develop strategies that boost customer service efficiency. Demonstrates excellent communication and quick learning abilities, underpinned by a results-oriented approach. Adept at change management and maintaining performance metrics, poised to contribute these skills to a dynamic team. Employment history

Citibank Customer Service Representative and Sales Jacksonville, FL Mar 2011 - Mar 2012

• Assisted in fulfillment of customer orders placed in person, via email, online, and over phone.

• Resolved product/policy issues and shared benefits of new technology.

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

• Guaranteed positive customer experiences and resolved all customer complaints.

• Worked as a team member performing reviews and team lead responsibilities, product assistance and cleaning.

Identify and implement process improvements to enhance the customer service experience and increase sales revenue.

GC Services Collections Specialist and Team Lead Jacksonville, FL Mar 2007 - Apr 2009

Maintained consistent high performance with a solid record of achieving or exceeding objectives. Managed manual and automatically dialed outbound calls in a call center environment. Overcame objections by applying advanced training and persuasion techniques. Kept calm, stayed professional and provided exceptional service on all calls. Processed payments over the phone and set up recurring drafts. Conveyed current account information and obtained payments by using prescreened statements. Debtors by utilizing skip tracking and other strategies. Stephanie Mosley

8404 Nussbaum Drive, Jacksonville, 32210

904-***-****

ad3zse@r.postjobfree.com

Employment history

TTEC Customer Service / Chat Coach

Dec 2019 - Sep 2020

• Answer back-to-back incoming calls

• Maintaining more than one operating system at one time

• Complying with all HIPPA regulations

• Maintaining monthly call and performance metrics

• Placing orders and problem solving for customers for phone, mail and online orders

• Assisting over 100 agents at a time on call related issues in workspace chat rooms

• Maintaining complete knowledge of all current and past job aide’s client related material

• Providing assistance to project Team Leads when asked to do so

• Monitoring current Metrics to allow for accurate guidance of agents while they assisted customers on the phones

• Assisting team members with escalated calls as needed

• Ensuring compliance to policies and procedures as asked by the company and the client Comcast Customer Service Specialist

Sep 2020 - Present

Identify and recommend process improvements to enhance customer experience and increase efficiency. Analyze customer feedback and data to identify trends and areas for improvement in customer service. Collaborate with cross-functional teams to develop and implement strategies to improve customer service efficiency and effectiveness.

Provide personalized and empathetic customer service to ensure customer satisfaction and loyalty. Maintaining performance scorecard and quality metrics Reaching required inbound call count for businesses needs Obtaining and keeping all up to date knowledge on products and services Deescalating calls to retain business

Retain customers by analyzing needs

Implement customer management strategies to improve customer satisfaction and increase retention rates Retains current business while upselling and add mobile lines to the customers account Employment history

Comcast PAL

Apr 2021 - Present

• Utilized customer feedback to identify areas for improvement in the customer experience and made recommendations for process enhancements

• Collaborated with cross-functional teams to develop and implement customer engagement strategies

• Created and presented reports on customer feedback and satisfaction levels to management for analysis and decision-making purposes

• Developed and implemented training programs and material for customer service representatives to improve their ability to address customer concerns and provide a positive customer experience

• Identified key performance indicators (KPIs) for measuring customer satisfaction and loyalty, and tracked these metrics regularly to assess the effectiveness of customer engagement strategies

• Facilitated meetings, huddles, and training sessions

• Conducted coachings for up and coming agents

• Assisted multiple chat avenues for agents needing assistance

• Assisting with the development of new customer engagement strategies to improve customer satisfaction and loyalty

• Provide real-time chat support to agents taking calls

• Assist in optimizing the performance and efficiency of call center operations

• Assist in monitoring call center performance metrics and identify areas for improvement

• Train and mentor new PALs to ensure they have the skills and knowledge needed to provide exceptional customer service

• Collaborate with other On-boarding leaders to improve productivity, attrition, and agent metrics Assist in developing and implementing a comprehensive onboarding program for new PALs, including training materials, resources, and mentorship opportunities Coordinate with other PALs to share best practices and insights on improving customer satisfaction and loyalty Collaborate with other HR consultants to develop employee engagement strategies and initiatives Assist in developing and implementing a comprehensive onboarding program for new hires, including training materials, resources, and mentorship opportunities, to ensure smooth integration into the company and promote employee satisfaction and retention.

Acted as a real time and back end ECM fix agent

Education

Bachelor of Science Jacksonville University Jacksonville, FL, United States Sep 2007 - 2009

Minor in history

Associate of Arts Florida State College at Jacksonville Jacksonville, FL, United States 2005 - 2005

Skills

Excellent communication Computer proficient (Experienced) Change management (Experienced) Time management skills (Expert) Excel in Phone and Computer (Experienced) Quick learner Handling (Expert) Results-oriented (Expert)

Contact this candidate