Customer Service Care

Denise A. Alexander

Cell: 404-***-****

Email: *********@*****.***

OBJECTIVE

To strategically implement problem-solving techniques that strengthen external and internal relationships and exemplify stellar support by delivering best in class results that positively impact the client experience.

Education:

University of Phoenix BS Applied Psychology, Media &Technology

University of Phoenix associate degree Business

United States Navy – Télécommunications

CompTia A+ Certified

CompTia Network + Certified

Cisco CCNA

Work Experience:

Points of Light Inc. Customer Care Manager Apr. 2019 - Present

•Established processes and procedures for management of the enterprise email and inbound/outbound call concerns and issues by utilizing the support team members (business owners, subject matter experts, and the customer care support team) to support and advocate on behalf of the organization’s clients.

•Manage priorities, communicate status, and identify additional needs through trend analysis utilizing Salesforce Service Cloud reporting.

•Developed a Customer Service roadmap; reviewed and validated its functionality throughout its lifecycle to ensure it satisfied unique customer requirements and business needs.

•Managed the implementation of the Salesforce Omni-Channel Routing process in support of the enterprise email and voicemail queue.

•Systems and applications used; Salesforce Service Cloud, HubSpot, and Survey Monkey Apply.

•Supported Programs and Events - Disney Family Volunteer Service Rewards, Presidential Volunteer Service Awards, Engage Volunteer Hub, Points of Light Conference, Lowes 100 Hometown Project, George H.W. Bush Awards, Network Affiliates Strategic Thought Leadership Committee, Community for Employee Civic Engagement, and Points of Light Community

Apple Inc. At Home Advisor– iOS, Mac OS, Beats, and Account Security Advisor Aug 2016 - Apr 2019

•Handled escalations and consultations for T1 advisors

•Provided support for any Apple Id related issue

•Provided Peer to peer support and mentoring via team online chat rooms and email

•Provided technical support for iOS devices, Beats products, and Mac computers

•Provided Peer to peer support and mentoring via team online chat rooms and email

The Home Depot Store Support Center – Resolution Expeditor Nov 2014 – Jul 2015

•Assisted customers with issues relating to store experiences, installations, purchases, and product deliveries

•Worked with vendors, manufacturers, and service providers to resolve warranty, installation, product availability, scheduling, or delivery related issues

•Reporting system CRM SAP

Verizon Wireless –Call Center Agent, Alpharetta GA Apr 2010 – Oct 2014

Technical Support Supervisor

•Responsible for driving productivity and performance based on KPIs

•Provided ongoing coaching, mentoring, and development focusing on the representative performance opportunities

•Monitored representative performance trending based a report analysis

•Calibrated team performance in operation reviews with, peer Supervisors, Associate Directors, and Director

Management Support Team - handled escalations for management, provided peer floor support, conducted team meetings, and assisted with conducting training for representatives returning for STD or IFMLA

Transition Assistant

•Supported Customer Care new hire transition teams.

•Identified new hire behaviors that negatively impacted performance and developed action plans designed to improve those behaviors.

•Conducted product knowledge, system navigation and tool utilization classroom training

Direct Buy – Service Supervisor Apr 2007 – Jan 2010

•Supervised Member Services, the Showroom, Product Specialist, Interior Designers, Cabinet Designers, and Warehouse personnel

•Worked with members, suppliers and manufactures to resolve problem orders and service issues

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