Cѕђџџќћ Hюљѝђџћ

Kent, WA ***** • Home: 253-***-**** • Cell: 206-***-**** • adooql@r.postjobfree.com

Professional Summary

Knowledgeable and dedicated customer service professional with 40+ years of experience providing the highest quality service and commitment. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with customers/clients. Motivated to exceed customer satisfaction and contribute to company success. Specialize in quality, speed, accuracy and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.

Skills

Data Entry and Maintenance

Understanding Customer Needs

Verbal and Written Communication

Creative Problem Solving

De-escalation Techniques

Responding to Difficult Customers

Efficient and Detail-Oriented

Multitasking and Prioritization

Issue and Complaint Resolution

Calm and Professional Under Pressure

Order, Billing Adjustments, Refunds and

Returns Processing

Computer Proficiency

Proactive Self-Starter

Establishing and Maintaining Customer

Relationships

Strong Analytical and Problem Solving Skills

Proficiency in Microsoft Office

Excellent Attention to Detail

Patient and Empathetic

Inbound and Outbound Calling

Live Chat, and Email Messaging

Team-Oriented and Cooperative

Work History

Customer Service Associate, 07/2011 to Current

Amazon.com Services – Seattle, WA

Assist customer who are enrolled in ATEP but were charged taxed, and help rectify tax charges by issuing refunds.

Educate customer on Business Account features Shared Payment and Individual Payment options and tax exemption requirements, Shipping options, Administrative settings. Assist customer enrolling in Business accounts and Amazon Tax Exemption Program (ATEP). Troubleshoot and problem resolution of customer escalated issues Provide technical assistance and troubleshooting for customers having trouble with digital services Knowledgeable with wide range of devices from various Kindle models to various streaming devices, gaming consoles, blue ray players, various TV's. Customer education on proactively setting parental controls on devices that are used by children which have unlimited access to purchasing and streaming from internet Assist customers with order support for phones purchased with service agreements through amazon.

Responsible for presale information, device support, warranty questions, device trouble shooting, basic how to, and Trouble Tickets for Amazon Fire Phone. Customer advocate assisting customers daily via phone/chat/email with their account concerns within different departments.

Work independently with little guidance, reflecting confidence and professionalism at all times. Help large volume of customers every day with positive attitude and focus on customer issues and satisfaction.

Collaborated with management and project leadership to suggest actionable improvements and corrective action plans.

Provide technical support for customers on wide range of company products. Answered constant flow of customer calls with minimal wait times. Respond to customer requests for products, services and company information. Answered customer telephone calls promptly to avoid on-hold wait times. Fielded customer questions regarding available merchandise, sales, current prices. Bay Integrity Associate, 01/2011 to 01/2012

The Home Depot – Covington, WA

Maintained product availability, updated pricing and provided daily inventory of products. Proactively advised department heads and/or supervisor of product order placement for fulfilling customer demand or need.

Provide customer assistance with product knowledge, item location and/or utilization of any item needed for do-it-yourself projects.

Used hand-held devices and computers to record and monitor inventory levels and completed audits to uncover and address inaccuracies.

Alternated goods in inventory by observing first-in and first-out approach to keep shelves organized and properly stocked.

Offered expertise in inventory management and current stock levels to internal teams and customers to facilitate accuracy and product availability. Maintained warehouse accessibility and safety for customer traffic by discarding empty boxes and removing obstacles from aisles.

Lead Service Manager, 01/2007 to 01/2009

Qwest Communications – Seattle, WA

Subject Matter Expert for telecom products from simple residential home phone service to complex business services, including optical services utilized by other telecommunications providers. Project Manager for customer orders from initiation to completion, ensuring customer's expectations for receipt of ordered products met or exceed requested timeframe . Liaison between customer and various internal departments to ensure expected timeframes were met, often exceeding goals.

Managed repair and system escalations for problem resolution. Coordinated resolutions for customers daily inquiries while consistently achieving or exceeding performance targets.

Built partnerships with diverse internal teams and sales, finance and operations departments to streamline processes.

Resolved customer concerns with products or services. Collaborated with sales team to improve customer service processes. Researched and corrected regular, advanced and long-standing customer concerns to promote company loyalty.

Completed special projects by using effective decision making, critical thinking and time management skills.

Assisted customers with navigating internal systems to assist with order submission. Created and reviewed invoices to maintain accuracy while working with customers to answer questions and address payment issues.

Lead Process Manager, 01/2005 to 01/2007

Qwest Communications – Seattle, WA

Supported a new division within Wholesale Market unit writing processes and documenting daily responsibilities for Local and National business offices were there had never been processes in place before.

Wrote and delivered training to business office personnel to ensure equal treatment of all customers.

Assisted Business office management and Service representatives with problem resolution of daily issues, enabling efficient, accurate and timely delivery of services and billing. Evaluated impact of process change on overall operation and determined outcome of process changes.

Evaluated corporate business processes to align outcomes with strategic goals and corporate vision. Improved efficiency and effectiveness of performance and management of processes across departments.

Gathered and analyzed large amounts of data to determine improvement projections. Managed change among staff to achieve buy-in and cooperation and overcome resistance. Taught effective customer service techniques, boosting client satisfaction. Maintained professional demeanor by staying calm when addressing unhappy or angry customers. Coordinated site investigations, documented issues and escalated to executive teams as needed. Communicated best practices among on-site and external personnel to align efforts and goals. Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.

Delivered training for staff development, change management and materials, process and technical controls.

Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.

Facilitated training and retraining of employees to boost performance and enhance business results. Sr. Service Manager, 01/1996 to 01/2005

US West/ Qwest Communications – Seattle, WA

Led a team of five Service Managers and supported approximately 350 customers varying from small customers new to providing telecommunication services to large customers ranked as top five strategic customers in telecom marketplace. Examples of customers were Global Crossing, XO, Focal Communications, Frontier, Qwest Long Distance to name a few. Subject Matter Expert (SME) with telecom products from simple residential home phone service to complex business services including optical services other telecommunication providers utilize. Investigation and data analysis to ensure timely and accurate installation and billing of services. Continuous multi-tasking to facilitate expedites and escalations to assist subordinates in removing roadblocks encountered, ensuring timely and accurate implementation of services. Identified processes needing development or revisions to enhance customers experience. Led Service Management team to implement assistance to a wide customer base that was not utilizing the resources available to them. This required learning a variety of products and services that were not utilized in the regulatory arena or customer base and that none of my peers, team members or leadership had any knowledge of.

Identified and initiated all additional system requirements that would be necessary to enable the team to move forward with problem resolution and assistance to this new customer base. Shared acquired knowledge with entire organization on utilization of systems enabling everyone to assist customers with any issues or concerns this new customer base brought to the table. Monitored team performance, adhered to service level agreements (SLAs) and provided detailed job training.

Met with customers to discuss service needs and develop effective and practical solutions. Met with customers to discuss service needs and offer available solutions. Supervised team member performance to meet client deadlines and requirements. Accomplishments

Project Management, Efficacy for Women, Process Management, PluralismAwards andSkills. 1992 & 1996 Qwest Presidents Club.

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