Liana Glenn

407-***-**** Orlando, FL adxgg0@r.postjobfree.com linkedin.com/in/liana-glenn-b8b87239

Customer Support Manager

Customer service-centric and tech savvy professional with extensive leadership experience handling customer concerns and immediately resolving problems. Dedicated to customer satisfaction while ensuring regulation compliance and security policies are followed. Keenly adept at managing multiple systems and competing priorities in fast-paced environments. Recognized for detail-orientation and problem solving. Proven leadership exceeding company standards, and ensuring a positive and highly trained team focused on creating an exceptional customer experience.

Skills

Customer Support

Calm Under Pressure

Tech Savvy

Process Improvements

Security Procedures

Excellent Written & Oral Communications

Customer Relationship Management

Team Leadership, Culture & Training

Quality Assurance Controls

Technical Troubleshooting

Organizational Skills

Solution-oriented

Multi-tasking

Experience

AT&T Mobility Orlando, FL Feb 1998-Dec 2022

Technical Support Manager (Sep 2003-Dec 2022)

Manager In Training (Jul 2002-Aug 2003)

Customer Care Specialist (Feb 1998-Jun 2002)

Progressively promoted to handle increasingly complex customer service issues. Managed 13-20 technical support specialists as part of a technology support center, help desk/call center and technical repair; ensuring top-notch support to customers and needs were met in a timely manner.

Monitored and oversaw employee building entry operations to ensure appropriate conditions were met for building entry during Covid.

Developed and maintained working knowledge of internal policies, procedures, and services to appropriately address customer issues and improve response time.

Delivered calm solutions to diffuse stressful technical situations resulting in exceptional customer satisfaction.

Managed customer escalations and de-escalations utilizing problem solving skills and exceptional communication skills.

Served as subject matter expert for customer issues.

Motivated team into a highly productive, results-oriented unit through implementing creative motivational initiatives.

Education

Associate In Arts (A.A.) Valencia College Orlando, FL

Expected graduation - May 2024

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