Customer Service Call Center
Resume:
Belanesh Martin
Technical Representative
Forest Park, IL 60130
********.******@*********.***
10+ years of experience in a high-volume customer service environment. Comfortable handling escalated phone calls, documenting information in live time and performing follow up with customer's efficiently and effectively innovative thinker and collaborative problem solver with a proven track record of being effective in a complex organization. Experience in; management, customer service, billing, collections, administration teams, systems implementation and process re-engineering to run efficient operations that optimize outbound call center and deliver profitable results. Skilled in Microsoft Suite (Microsoft Word, Excel, etc.) Efficient when utilizing internal software systems; Aspect, Workforce Management Software and Sales force.
Authorized to work in the US for any employer
Work Experience
Installation Coordinator
Empire Today LLC - Northlake, IL
March 2019 to Present
• Direct engagement with independent contractors and customers with the goal of securing customer satisfaction by actively addressing customers’ needs through the installation process.
• Routes the installation for in-home and business-to-business flooring (carpet and hard surface) and window treatment (where applicable) installations.
• Assists customers and Installers to identify solutions to issues a mind to maintaining both customer satisfaction and Installer contractual relationship
• Manages and hold accountable sub-contractors to company installation standards
• Supports the management team by handling customer concerns promptly using good judgement
• Visits new installer’s initial installation jobs and proactively visit installer’s job sites to inspect work quality
• Analyzes business results then develop and execute action plans for improvement
• Builds rapport with customers and with Installation teams to improve company brand and retain relationships
Sales Force Team Lead/ Supervisor
XEROX CORPORATION - Rosemont, IL
May 2004 to July 2018
• Handled incoming calls as well as escalations from the floor to ensure that customer issues were being handled efficiently
• Scheduled meetings and conference calls to update processes and procedures
• Held developmental training classes for new hires on metrics adherence.
• Analyzed call volume metrics forecasting highs and low peak times
• Applied and monitored adherence to standard call center operating procedures.
• Create and maintain system documentation for fields processes and workflows Work with team members to identify project task estimated work efforts and timelines escalate any changes to project target
Education
Associate in Medical assistant
Robert Morris College - Chicago, IL
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