Customer Service Support
Resume:
256-***-**** Madison, Alabama 35756 ******.*******.***@*****.***
QUALIFICATIONS SUMMARY
Bringing 10+ years of experience in approach systemic performance problems to enhance team productivity and help associates boost customer loyalty with exceptional service.
Results driven professional.
Strong customer service skills to predict, evaluate, and meet the specific needs of customers.
Proven success in deductive reasoning to determine issue and explain resolution to clients.
AREAS OF EXPERTISE
Testing and Troubleshooting Vendor Relations Data Backup and Recovery Effective Communication Complaint Resolution Relationship Development Team Management Staff Education, Training and Development Quality Assurance Database Management Project Management Human Relations Professional Communication Process Improvement Champion German Bilingual
TECHNICAL PROFICIENCIES
Platforms Windows Vista/7/10; Mac OS X
Software Microsoft Office (Word, Excel, PowerPoint)
EDUCATION
MS in Data Analysis, Anticipated 2022
Southern New Hampshire University
BA in Human Resources Management, 2009
The University of Alabama in Huntsville
President of German Club
BA in Computer Science
Athens State University
Completed 20 credits towards degree.
Minored in Information Systems.
EXPERIENCE
Verizon Wireless - Huntsville, AL January 2010 - Current
Customer Service Specialist
Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
Activated accounts for clients interested in new services.
Conferred with customers about concerns with products or services to resolve problems and drive sales.
Explained charges, fees, terms of sales and service agreements to over 20 customers daily.
Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
Technical Expert
Recorded and maintained relevant notes for each client and work order.
Fielded average of 22 inbound phone calls daily to deliver effective support and remotely resolve service issues.
Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
Submitted service tickets for equipment maintenance requests.
Responded to support requests from end users and walked individuals through basic troubleshooting tasks.
Monitored and reported on trends in customer interaction to evaluate processes and capitalize on improvement opportunities.
Explained technical information in clear terms to non-technical individuals to promote better understanding.
New Employee Experience Coach
Supported two external new hire teams from hire to promotion out of training.
Supported one internal team of agents being promoted to technical support.
Regularly managed and coached teams of seven or more.
Supported staff development and goal attainment by focusing on skill development and job satisfaction.
Assisted with onboarding new employees, including training, mentoring and new hire documentation.
Monitored employee performance and developed improvement plans.
Worked on a yearlong special project with Human Resources to recruit and screen qualified applicants.
Support Coordinator
Collaborated with vendors to locate replacement components and resolve advanced problems.
Collaborated with supervisors and vendors to escalate and address customer inquiries or technical issues.
Planned team-building exercises to increase employee performance and job satisfaction.
Asked open-ended questions to determine which products or services would be best fit for customer's needs.
Preserved revenue streams by utilizing strong communication and negotiation skills.
Handled internal customer chat conversations to provide support.
Developed training based on areas of concern for groups of four to eight individuals.
McDonald’s Corporation - Huntsville, AL June 2006 - January 2010
Certified Shift Manager
Assigned tasks and responsibilities to each employee on shift.
Addressed and resolved customer inquiries and complaints.
Managed cash intake, including counting out registers and calculating profit at end of each shift.
Excelled in every store position and regularly backed up front-line staff to keep expertise fresh and relevant.
Kept employees operating productively and working on task to meet business and customer needs.
Adhered to company standards and compliance requirements for operations and cleanliness of all areas.
Trained and mentored new employees to maximize team performance.
Tracked inventory quantities and movements.
Worked closely with team members to schedule breaks and shifts to meet state regulations.
Advised new employees on company procedures and policies to facilitate daily tasks and responsibilities.
Trained in basic shift management (BSM) and Serve Safe.
Scheduled 8+ employees for shifts ensuring each shift was adequately covered.
University of Alabama in Huntsville - Wilson Hall April 2007 - August 2007
Student Assistant
Assisted personnel in filing and providing photocopies.
Aided students with registration inquiries and issues.
Interacted with students, teachers and parents via phone.
Recorded end of term survey results.
Kept physical files and digitized records organized for easy updating and retrieval by authorized team members.
Helped with administrative support, including managing incoming calls, coordinating files and sorting mail.
Organized classroom materials to help teachers prepare for daily instruction and activities.
Reported back to instructor and management to receive day-to-day tasks and responsibilities.
References available upon request.
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