HOLLY LEMONIS

**** **** **. ** ******, OH *****

Mobile: 443-***-**** adbn2s@r.postjobfree.com

Summary

Professional customer service representative with over 10 years of experience in assisting both customers and co-workers with technical, billing, and service issues for TV and entertainment equipment, and mobile devices and services. Trained for leadership roles through experience with multiple systems and tools across multiple platforms. Objective

A career that utilizes my previous and current experience with customer service skills, documentation, and communication skills.

Highlights of Qualifications

Excellent customer service skills with many years of experience in documentation of customer interaction and results.

Experience following established guidelines for quality interactions with customers.

Following procedures to actively work with customers to derive the desired results within company policy and federal communication laws.

Knowledgeable of best practices and laws regarding confidentiality agreements and proprietary information sharing.

Excellent professional communication skills across multiple platforms.

Flexible to scheduling and readily available for any hours or activities required. Accomplishments

Multiple online courses in leadership, project management, and soft skills completed and implemented during the course of my tenure

Supported new hire agents to successful completion of training with a 90% or better graduation rate.

Supported transition agents to achieving their goal of improved metrics and quality leading to permanent team placements.

Organized and created spreadsheets and tool guides for general use by agents and management personnel to increase proficiency and optimize time management. Experience

Program Specialist Soluto Expert 10/2017 – Present Frontline Claims Expert / Escalations / Peer Advisor 5/2016 - 10/2017 Interim Supervisor 5/2015 - 5/2016

Peer Advisor 1/2014 - 5/2015

New Hire Advocate 10/2013 - 1/2014

Interim Program Specialist 2010

Customer Care Representative 9/2008 - 10/2013

Program Specialist Soluto Expert 10/2017 - Present Assisting customers to address and resolve technical and service issues with mobile or LTE equipment. Processing replacements within company policies and guidelines and set down by the coverage level subscription. Documenting all customer interactions and scheduling follow up contacts as needed to resolve customers’ issues or concerns with equipment and services.

Frontline Claims Expert / Escalations / Technical Support / Peer Advisor May 2016 – October 2017 Processing insurance claims for mobile devices covered under the Asurion Total Mobile Protection. Cross-trained for technical troubleshooting of mobile devices, determining eligibility and requirements for affidavits, de-escalating customers, processing comparable model replacements, issuing or waiving return labels, ruling on date of loss conflicts within company policies, and peer advisor assisting to train new hire classes. Interim Supervisor May 2015 – May 2016

Interviewing potential trainees for positions within work at home DirecTV project support. Working with team trainers, managers, and peer advisors to train new hire teams of agents and see them through their proficiency training. Evaluating suitability of agent and skills to help new agents adapt to a permanent position on a team after probationary periods completed. Documenting personnel records and updating files for trainings completed and progress of agent through their first weeks. Coaching agents individually to assist with increasing proficiency in skills requires to attain a permanent position within the company.

Peer Advisor January 2014 – May 2015

Directly assisting supervisors and trainers with new hire agents to get them through their probationary weeks past their proficiency testing. Assisted supervisors and agents after proficiency training to establish themselves on permanent teams. Hosting meetings with teams and individuals to coach them on skills and technical knowledge required to perform job duties as a customer care representative.

New Hire Advocate October 2013 – January 2014

Working with trainers to train and assist newly hired agents through the first weeks of their position as customer care representatives.

Interim Program Specialist 2010

Accepting calls from escalated customers disatisfied with their DirecTV services and equipment. Pro-actively working with agents and escalated customers to find an acceptable resolution within company policies and guidelines. Customer Care Representative September 2008 – October 2013 Assisting customers with technical issues with their DirecTV services and equipment, billing inquiries and payments, and adjustments to services and programming.