Customer Service Call Center

Charles ( Chuck ) Alcon Jr.

612-***-**** ~ ***************@*****.***

Profile:

Experienced, Talented Customer Service Professional with 30 + years of a successful track record providing customers and prospects with fast and accurate response to problems and issues. Hard working, efficient and reliable Marketeer with excellent communication skills and ability to work with seasoned executive decision makers.

Education:

Bachelor of Science Degree, International Macro Economics

University of Wisconsin, Eau Claire, 1987

Qualifications:

Superior written and verbal communication skills, keen ability to interface with customers verbally and via chat, email to quickly address problems, issues and concerns

Knowledge of Customer Service Fundamentals including empathy, active listening, discovery, and first call resolution

Experienced in International markets and developing

relationships with customers located abroad

Ability to quickly assimilate into new working environments, adapt company processes and procedures

Fast learner of company products and services, ability to accurately articulate company value proposition to current and new customer base

Leader of Sales Teams and ability to work successfully with C-level peers

Skills / Assets:

Successful closer with knowledge of upselling techniques, proper timing required for success

Positive attitude and mentorship skills to assist fellow peers, co – workers

Strong team player with long term company success a top priority

Customer service oriented consistently meeting and exceeding expectations

Experienced in MS Word, Excel, Powerpoint and Adobe applications

Public speaking, presentation experience for company promotion

Employment History

** Church, Christian retreat 12/21 to present

** Allina Health Call Center Environment 2/21 – 12/21

** Call Center Environment Customer / Service

Sleep Number Customer Service / Sales 8/19 ~ 10/20

** Call Center Environment

Securian Customer Service /Sales 2/19 ~`6/19

** Call Center Environment

Comcast Customer Service/Sales 2/2018 ~ 11/2018

** Call Center Environment

All of the above:

** Inbound calls averaging 45 – 50 per day, addressing questions about service, orders, billing service updates, technical support, upselling, building long term customer relationship

** Meeting and exceeding required performance metrics

** Employing methods including empathy, active listening, problem solving

** Developing relationships with Management and Peers to assure success

** Focus on FCR and After Call metrics to meet company standards

Alorica Customer Service/ Sales 2/2017~ 11/ 2017

** Call center environment

** Inbound calls averaging 45 – 50 per day, supporting multiple 3rd party customers in a variety of industries including IT, auto, medical, insurance and others

** Utilizing script tools to meet and achieve performance metrics for individualized customer profiles

XLNT IDEA Director of Sales, Marketing 2009~2016

** Management level position, assisted and guided sales, service teams in daily support of customers

** Trained and managed sales and support teams, determined best use of company resources to assure long term success

Condre, Inc Vice President Sales, Marketing 2005~2009

MicroBoards, Inc Vice President Sales, Marketing 2000~2005

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