Customer Service Relations Specialist

CARLOTTA BEST

**** ******** ******, *********, ** 30296 Home: 678-***-****

***************@*****.***

SUMMARY

Dedicated Customer Service Representative, with over 19 years of experience, who maintains a high level of professionalism, patience and efficiency to minimize customer dissatisfaction and increase customer loyalty. Recognized strengths in time and queue management along with excellent leadership, conflict resolution, and analytical skills.

Employee relations specialist Telecommunications knowledge Strong organizational skills Seasoned in conflict resolution

HIGHLIGHTS

High customer service standards Negotiation competency

Active listening skills Courteous demeanor

SYSTEM PROFICIENCIES

Siebel - Oracle Business Intelligence - JIRA - Revchain - Cisco Unified Intelligence Center - Verint - Ultipro - Microsoft Office Systems ( Word, Excel, Power point, Access, and Outlook )

EXPERIENCE

VXI Global Solutions

College Park, Ga

Customer Account Executive 3/2017 to 5/2020

Provide detailed, professional and friendly service to ensure customer retention and satisfaction.

Manage high volume inbound calls, assisting customers regarding connectivity issues. Trouble shooting for TV/phones.

Provide detailed, professional and friendly service to ensure customer retention and satisfaction.

Use active listening and probing skills, to help resolve customer issues.

Multi-task and interact with other Departments to resolve customer issues.

Check status of work orders,schedule appointments and service calls.

Through service and sales approach we offer customer solutions which may require adding or changing products.

Update customer information in various system.

Making changes to customer names, Addresses, Phone numbers,Credit card info and opening new account.

Billing Research

CBEYOND

Atlanta, Ga

1/2003 to 11/2014

Project managed critical (presidential) and/or highly escalated issues to ensure a satisfactory and timely resolution.

Utilized Pre-approved levels of credits and discounts based on customer situation.

Project managed complex service requests and change orders from initiation to completion Corresponded with customers via phone and/or email with emphasis on appropriately setting customer expectations of next steps, resolution time frame, and notification

Interacted with multiple departments to assist customers with trouble/issue resolution

Adhered to defined metrics (Tickets per Hour(TPH), Activities per Hour(APH), Issue Resolution, Adherence, Availability)

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