Customer Service Support Specialist

BACKGROUND SUMMARY

Over ** years of customer service experience and managerial skills. Interact with customers to provide information in response to inquiries about their product and services and to resolve, support, and grow business. Expertise includes:

Provide great customer service experience and strong multi-tasking skills.

Assist with effective scheduling.

Excellent communication, facilitation and organizational skills.

Continue to perform monthly metrics.

Manage teller line, lobby management and delegate tasks.

Provide a quick and accurate assessment of customer needs.

EDUCATION

Pacific High School

High School Diploma

Brooklyn, New York

Graduated

PROFESSIONAL EXPERIENCE AND SELECTED ACCOMPLISHMENTS

Olympus, Center Valley, PA

Sales Support Specialist 2017-Current

Primary contact for field Sales Managers for assistance in their territory management duties.

Review opportunities and quotes as it relates to promotions or trades.

Process credit memos, price adjustments, and returns.

Process and/or overseeing orders and issues through to completion.

Act as a facilitator for orders, quotes and returns.

Respond to inquiries regarding the status of orders, product availability, and delivery and tracking information.

Primary point of contact for communication with sales reps and customers.

Coordinate with inventory/purchasing, marketing, technical services group, corporate credit, service contracts, financial services and warehouse to gain resolution and/or clarification on various issues pertaining to customer accounts/orders and to maintain momentum of delivery.

Listen to sales representative’s complaints, problems/concerns and identify the specific areas, which are of greatest concern assist with solution and work escalation process as needed Reviewing trade-in eligibility.

Communicate by phone, email, and fax to customers with product/sales information as requested by Sales Manager (quotes, order, confirmations).

Work closely with other customer service functions, operations, contract and or other teams as required or requested.

Wells Fargo, Allentown, PA 2013 - 2017

Service Manager

Bilingual Contact Center team manager

Assist the Store Manager in positioning the store team for success

Assisting with hiring, training coaching and developing a highly engaged service team

Fill in for the Store Manager role when necessary

Effectively observe, coach and provide feedback to ensure consistent service team performance and excellent customer satisfaction.

Manage customer complex concerns and transactions

Manage compliance with operations and regulations, sales & services processes, policies and procedures and completion of compliance regulations

T-Mobile, Allentown, PA 2008 - 2012

Supervisor, Tier III Technical Support

Investigated and resolved customer inquiries and complaints in an empathetic manner.

Solved unresolved customer issues.

Promptly responded to inquiries and request from prospective customers.

Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.

Strong leader of customer support staff.

Scheduled staff shifts to cover peaks and lulls in customer inquiries.

Assistant Supervisor, Tier III Technical Support 2007 - 2008

Supported staff of 15 customer service professionals supporting 33 million customers’ technical issues.

Actively monitored and provided immediate feedback on all representatives’ call behaviors as a call coach.

Met all customer call guidelines including service levels, handle time and productivity.

Technical Support Professional 2004 - 2007

Served as liaison between supervisor and customer service professional through the use of feedback and one-on-one sessions,

Increased efficiencies by 150 seconds through creating daily individual and team goals for customer resolution time.

Improved customer resolution by 15% by analyzing customer callback data and providing specific procedure feedback.

Chosen to participate in a fast track program for supervisor role.

InteliStaff Healthcare, Bethlehem, PA

2002 - 2004

Service Coordinator

Assisted a 33 million customer base by providing technical expertise with devices and services.

Provided in-depth troubleshooting assistance to resolve customer’s technical issues.

Provided training support for new representative to prepare them for production.

Received customer champion award for the top 1% of 22,000 customer service professionals two years in a row.

Conducted live listening sessions with peers and provided real-time feedback to improve their performance.

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