Data Entry Call Center

CECIL WADE

West Monroe, Louisiana 318-***-**** *****.*****************@*****.***

SUMMARY

A dynamic, resourceful, and detail-oriented customer advocacy specialist with in-depth experience in call center operations, reporting, data entry and management, quality assurance, client / vendor relations, document management, and implementations. Displays strong problem-solving and organizational skills to troubleshoot and resolve complex problems and discrepancies and provide creative solutions in a quick and timely manner. Develops strong partnerships while maintaining highest level of integrity and excellence. A versatile top performer who enables a company to deliver maximum results and achieve goals and objectives.

EXPERIENCE

BRIGHTSPEED (acquired accounts from LUMEN), Monroe, Louisiana

Customer Advocacy Specialist, 2022-2024

Provided exceptional end-to-end customer advocate support for complex inquiries received via corporate unresolved issues channel. Worked closely with direct management team and internal business partners to formulate detailed responses that promptly address customer concerns ensuring timely and complete resolution.

Led new and existing customer cases requiring continued prioritization and review of tasks at hand.

Interpreted underlying needs and sentiment of customers with aim of resolving customers’ concerns at first point of contact.

Identified and documented root cause of customer issues, using active listening and strategic questions.

Resolved difficult situations and managed customer expectations by initiating appropriate action and informing / engaging with leadership as appropriate.

Evaluated and resolved challenging and unique issues requiring conflict management abilities.

Gained experience, using mass markets, ordering, and billing systems, including Salesforce.

Worked with various computer applications and databases.

Met metrics and daily and monthly evaluations and reports, including one or two in servicing cases based on number of responses required and number of cases handled and closed.

Handled customer cases from online applications, primarily communicating via email and occasionally via phone to resolve issues.

Utilized various tools and platforms including Salesforce / eShop, Ensemble, Khoros, Snow, Automate, KIT, MS Outlook, MS Teams, and MS Office.

Consistently exceeded monthly key performance indicators (KPIs) set by supervisors.

Adhered to service level agreements (SLAs) to guarantee timely resolution of customer issues.

Acted as a liaison between customers and relevant departments, routing issues appropriately and managing cases until resolution.

Updated and communicated with customers within 24 hours to ensure they were informed about the status of their issues.

Demonstrated empathy and discernment in dealing with customers, particularly those who were frustrated and threatening to provide public feedback if their issues were not resolved.

CENTURYLINK (rebranded to LUMEN), Monroe, Louisiana

Order Support Specialist, Winback Department, 2021-2022

Worked with consumer and business customers for data and voice to identify service-related needs and offer most appropriate solutions while providing world-class customer service.

Diagnosed and resolved basic network and modem functionality issues.

Helped customers through common hardware and software configurations to maximize service functionality.

Provided solutions for customer repair problems or formulated trouble reports.

Assisted with customers over the phone, providing status updates and ensuring service has been restored.

Scheduled technician dispatch for on-site service calls when necessary.

Escalated appropriate technical issues to Tier 3 and above technical support when needed.

Researched and resolved issues with orders concerning customers’ Internet and phone service.

Resolved any hurdles, policies, or challenges in placement and installment of customer orders.

Responded to customer inquiries and provided technical support via phone in timely and professional manner. Troubleshot technical issues reported by customers and worked towards timely resolution, escalating complex issues to the appropriate team or departments when necessary.

Researched, diagnosed, documented, and resolved technical issues related to software and hardware problems.

Guided clients through step-by-step solutions clearly and concisely. Maintained accurate records of customer interactions, transactions, comments, and complaints, including details of actions taken. Followed up with customers to ensure technical issues had been resolved and satisfaction was met.

Collaborated with product development team to communicate customer feedback, identify recurring issues, and contribute to ongoing product improvements. Stayed up to date on latest technology trends and updates to provide accurate and effective technical support.

Aided with ongoing training sessions to continuously improve technical knowledge and customer service skills. Adhered to all company policies and procedures, including data security and privacy guidelines, while handling customer information.

Identified issues with order and formulated plan of action to get completed.

Spoke to field members at location of customer or nearby at central office location and acting to complete order while on call with field worker.

Submitted requests on behalf of customers to either obtain current phone number or transfer to company.

CENTURYLINK, Monroe, Louisiana

Order Support Specialist (COR CS), 2020-2021

Troubleshot and resolved issues related to orders that were keyed incorrectly or required updates / changes.

Collaborated with both consumer and business customers to identify service-related needs for data and voice, offering the most appropriate solutions while delivering world-class customer service.

Utilized the Marten tool to assist in resolving customer change requests and managing request details.

CENTURYLINK, Monroe, Louisiana

Tech Support Technician I, 2017-2020

Engaged with consumer and business customers to identify service-related needs for data and voice, providing tailored solutions while maintaining high standards of customer service.

Diagnosed and resolved basic network and modem functionality issues.

Guided customers through common hardware and software configurations to optimize service functionality.

Provided solutions for customer repair problems or generated trouble reports as necessary.

Communicated with customers over the phone, offering status updates and ensuring service restoration.

Scheduled technician dispatches for on-site service calls when required.

Escalated technical issues to Tier 3 and higher level technical support as needed.

Troubleshot and resolved issues related to customers’ Internet, phone service, and Wi-Fi, determining whether the cause was device-related or due to other factors.

Overcame hurdles, policies, and challenges in the placement and installation of customer orders.

VOYA, Jacksonville, Florida

Customer Service Representative, 2012-2015

Utilized systems and tools to promptly respond to inquiries received via inbound and outbound phone lines.

Opened research tickets when necessary and performed callbacks to participant when research item completed.

Served as primary contact point between financial professionals, clients, and back-office operations.

Explained complex product features and annuity / retirement plan concepts to plan participants about pension.

Processed financial transactions for participants.

MILITARY EXPERIENCE

ARMY AND ARMY RESERVE, Colorado / Germany, 1986-1991

Received Honorable Discharge and Army Commendation Medal

EDUCATION

KEISER UNIVERSITY, Jacksonville, Florida

Bachelors, Cyber Forensics

CENTENARY COLLEGE OF LOUISIANA, Shreveport, Louisiana

Bachelors, Political Science

TECHNICAL SKILLS

Salesforce, Marten, Automate, KGP, Khoros, Snow, KIT, BOSS AX, Citrix / Ensemble, MS: Excel, Outlook, Word, Teams; Global

Protect VPN, Web Browsers: Google Chrome and MS Bing, Dispatch Web Portal,

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