Service Manager
Resume:
Roland Irvin
Colorado Springs, CO *0907 ******.*****@*****.*** 719-***-****
Manager/Customer Service/sales Sitel-At&t/Directv - Work at Home May 2014 to Present Supervises daily work production and flow from direct reports to ensure prompt and effective customer service maintaining performance records to measure weekly, monthly and quarterly achievements. Independently examines and analyzes the team's performance against measured service operation goals. Demonstrates ownership for overall team results; recommends and leads the implementation of plan(s) of action to improve the team's achievement of service level(s)Drives the team to identify and implement process improvements. Encourages ownership of and group participation in the improvement initiativesMonitors agent daily productivity for trends and issues. Handles questions and escalations from direct reports providing guidance to available resources/tools to increase capabilities and knowledge level of direct reportsIdentifies and escalates new issues or trends, develops appropriate action plans to manage challenges, recommends process and procedure improvements to the Retail Services Manager. Disseminates communications to direct reports regarding policy changes, incentive updates and technical issues as well as other direct information as needed. Monitors direct report voice and non voice interactions for quality purposes meeting required QA monitoring monthly and conduct weekly calibrations with peers to ensure individual, team and department goals are being met.
Provides performance feedback and as necessary documents all progressive performance management steps in accordance with DirecTV policies with the guidance and approval of Human ResourcesCoaches and mentors direct reports for quality and productivity providing side by side and one on one feedbackConducts bi-weekly team meetings to build morale and provide an effective communication channel for ideas and innovation. Train and orients new and current employees on the team on products, policies and procedures. Serves as product and process expert and resource to the teamManages to tight timelines to deliver results and free up bandwidth to support subsequent programs. Write and deliver performance reviews that accurately reflect the goals, objectives ad accomplishments of all direct reports.Participates in special projects and performs other duties as assigned. Account Manager/Sales/Customer Service NELNET STUDENT LOANS - Denver, CO December 2011 to May 2014 Collection Specialist
Respond to incoming borrower interactions (inbound & outbound calls, webchats) and provide followup on inquires as needed. Commit to Performance Based Organization (PBO) & Easy To Do Business With (ETDBW) philosophy. Contribute to Continuous Process Improvement. Ensure integrity of data and information. Update information on accounts in the Loan Servicing and/or Originations systems. Perform other tasks related to resolving customer needs, by displaying ownership on escalated calls. Contact customers on accounts, including outbound customer contact when appropriate. Negotiate transactions in accordance with established laws, regulations, and policies. Serve as a resource person within team as needed, including assisting new associates with training needs. Account Manager/Collections WOW Cable - Colorado Springs, CO November 2009 to December 2011 Collection Specialist
At this position I exists to take inbound service calls of every call type, specializing in more technical calls. Call types supported include HSD trouble, VoIP trouble, billing, cable trouble, sales upgrades, sales downgrades, and new sales connects. Supports the internet product by troubleshooting internet connectivity issues; setting up e-mail accounts in outlook/outlook express; and supporting Windows and MAC operating systems. Supports HSD by analyzing and troubleshooting slow speeds, installing and configuring security applications, and supporting webmail applications and the customer’s access to the portal website. Supports the phone product by educating the customer on the use of the service; setting up features, troubleshooting dial tone situations and poor sound quality. Responsible for recognizing and escalating 911 issues. Troubleshoots cable issues, including analog and digital video equipment (VOD, interactive guide, remote controls, parental controls); poor video quality; and unavailable channels the customer expects to receive. Supports billing calls by processing payments; accurately educating customers on their billing cycle, payment due dates and impact of non-pay status; accurately educating the customer on general charges to their account based on package and prorations when changes are made to the package. Account Manager/Sales/Customer Service PRC LLC/ Directv - Colorado Springs, CO May 2007 to November 2009 Direct Sales Agent
Answer incoming calls for potential Directv customers, set up new accounts as well as check on existing accounts, and answer any questions customers may have. This position also requires the scheduling of the customers install and equipment arrival. Must be able to communicate and present effectively on the telephone. Ability to complete sales reports and excellent oral/written communication skills are required. Ability to add, subtract, multiply, and divide figures and amounts using whole numbers, common fractions and decimals. Ability to define problems collects data & establish facts.
Fundamental understanding of competitive environment. Ability to multitask between multiple tools and systems
(knowledge base, team meetings, supervisor) and apply information and knowledge to customer situations.Ability to demonstrate functional skill in communicating and explaining basic account information to the customer including their billing statement, products and services, with focus on first-call resolution, retaining revenue, and building value.Seek opportunities to identify products and services that can be sold to the customer.Overcome concerns, resolving customer concerns through active listening, empathy, professionalism, and problem solving.Has a keen awareness of company policies and procedures while applying sound judgment within scope. Worked in a fast-paced, structured, dynamic and high- transaction environment, with the ability to maintain composure in stressful situations and manage and diffuse angry or upset customers.Demonstrates ability to achieve established sales goals and performance metrics.High focus on attendance and must be able to work nights and weekends, variable schedule(s) and overtime as necessary.Training offered on a regular basis for career development.Ability to work independently but seeks leadership support when necessary.Interact with customers via telephone, e-mail, or face-to-face to assist with a variety of customer inquiries and issues. Must be able to wear telephone headset and manipulate objects such as pen, keyboard, and mouse. Account Manager/Trader/Sales/Customer Service T Rowe Price Group - Colorado Springs, CO September 2004 to May 2007 Service Associate
At T Rowe Price I received incoming calls from existing customers, with questions ranging from general information as well as account updates and changes. This position also required making trades to customers with IRA and mutual funds accounts. With this position, it was very important to give out accurate information on available stocks, bonds and other investment opportunities with T. Rowe Price. Service Excellence for High Value Clients: The HV Service Associate ensures that High Net Worth clients receive individualized service to meet their needs in order to retain the customer’s assets. The HV Service Associate does this through providing service excellence when fielding inbound phone inquiries from clients. The HV Service Associate handles all service for high net worth clients by assessing clients stated and unstated needs to determine appropriate next steps. Communication and Retention: The HV Service Associate provides a high level of care to clients. The HV Service Associate will be held accountable to client satisfaction measured through survey scores and quality reviews. The HV Service Associate maintains specialized knowledge and provides a high level of service for specialized products/services such as Program for Charitable Giving or PAM. The HV Service Associate must collaborate with other departments to ensure the highest level of service. The HV Service Associate also serves as a resource for various areas within the organization such as Marketing or Special Correspondence Group. At times, the HV Service Associate may be asked to assist with outbound call campaigns or to serve as a subject matter expert for HV service. The HV Service Associate demonstrates developmental growth by engaging in coaching sessions with Supervisors and other coaches and promptly and effectively implements feedback received. The HV Service Associate will keep abreast of regulatory and process changes affecting the department.
Claims Adjuster CSAA (AAA) -Colorado Springs, CO March 2002 to September 2004 Handle single car/customer claims. Be ready to work diligently in a fast-paced environment.Reporting a claim can be stressful. Use your customer service and interpersonal expertise to build a connection and establish trust with our members. Communication goes a long way and our members will appreciate you keeping them informed throughout the process using various methods like phone, email or other written correspondence. Compile facts about accidents, make decisions and rule liability. If you have problem solving skills, conducting a claim's investigation is an outstanding way to capitalize on these skills. Prepare repair estimate using expertise, discretion and judgment for the most efficient resolution. Review and negotiate estimates with repair facilities for reasonableness. Prepare and handle subrogation demands on non-disputed liability claims. High school equivalent GED in General Studies White Hills Edu - Baton Rouge, LA August 1998 to May 2000 Associate
60 WPM (10+ years), 85 WPM Short key (10+ years), CSR, Call Center, Customer Care, Customer Service, Customer Support
Top security Clearance
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