Customer Experience Microsoft Office

Elisha Cotto

Matthew NC ***** ******.*****@****************.*** 803-***-****

Skills:

Microsoft Office Sharepoint FSL SalesForce Genesys Written and Verbal Communication Decision-making skills.

Work Experience:

EQS scheduler Tech Service- Coke Consolidated, Inc

Charlotte, NC

May 2022-Present

Develops plans to manage all scheduled service work requests to achieve maximum productivity and customer satisfaction.

Communicates with customers, equipment services team members, and other cross-functional partners to ensure alignment on the timing of scheduled work.

Reviews inventory levels to assure equipment is on hand when needed.

Follows up with Corporate Equipment Manager on necessary items as required.

Performs limited warehouse and administrative duties and other duties as assigned on an as needed basis.

Responsible for coordinating, planning, and scheduling all work associated with the installation, movement, and removal of equipment.

Customer Ambassador: Coca-Cola Consolidated, Inc.

Charlotte, NC

February 2017 to May 2022

•Handle both inbound and outbound calls for FSOP/Sales customers while simultaneously utilizing multiple computer systems to resolve customer complaints.

•Consistently meets quarterly sales goals and call metrics by completing 70+ interactions daily with an average customer experience evaluation score of 95%.

•Maintain high levels of integrity with customers by presenting a professional and knowledgeable image of the Coca-Cola brand.

•Assisted with FSV optimization project by contacting low volume accounts and handling challenging conversations with customers while demonstrating success in de-escalating calls.

•Exceptional knowledge and proven demonstration of TCOS processes and procedures.

•Provided influential suggestions and assisted with decision making to better align business profits.

•Supported new hires as a knowledgeable resource while answering questions and concerns.

•Transitioned customers to the Consolidated online ordering platform, myCoke.

Lead Collection Agent: Sprint/Iqor

Charlotte, NC

Sept 2009 to March 2014

•Handled inbound calls appropriately by providing high quality customer service.

•Assist with collection, negotiation, payment deferments.

•Payment assistance, write off, cancellation, reactivation, ACH payments,

• Invoice, inventory

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