Call Center Support Agent

George Jeffers

Customer Service Management

***********@*****.***• 619-***-****

LinkedIn URL • Spring Valley, CA 91977

Summary

A goal-oriented professional with progressive experience of directing and supervising overall functions of technical call center operations to ensure optimum satisfaction of customers.Consistently achieve record-high customer contentment rankings, improvements to the bottom line, and turnaround of underperforming operations in fast-paced environments.Ability to interact with customers to address enquiries, resolve issues, and ensure prompt service delivery, leading to improved retention and satisfaction levels.Able to manage people and set call center metrics. Leveraged technical and customer service skills to meet performance objectives.

Areas of Expertise

Call Center Operations

Product Repair& Management

Process Improvement

Team Leadership & Training

Relationship Management

Documentation & Reporting

Database Management

Administrative Procedures

Technical Troubleshooting

Professional Experience

ViaSat, Carlsbad, CA 2017 – Present

Technical Support Supervisor

Design, update, and execute effective processes and procedures for the staff. Hold full accountability for overseeing all slack chat with VIP aircraft. Supervise situational awareness campaigns for VIPSAM customers.Achieve bottom-line results through close collaboration with customers, including all notifications.

●Ensured accurate identification, analysis, and resolution of complex management issues in a real time.

●Met SLA’s by directing and retaining key actions of staff members.

●Set a benchmark of excellence by retaining a secret level clearance and understanding of the business process.

●Identified areas of improvement and conducted regular training sessions to all engineers on all policies and procedures that improved overall efficiency.

Snap-on/Mitchell1, Poway, CA 2008 – 2016

Technical Support Supervisor

Designed and performed technical support evaluation test for new employees. Created and retained testing and certification process for the advancement of the staff.Delivered accurate technical, hardware, and software information to customers on products on a regular basis. Offered robust corporate technical assistance to the management in the analysis, planning, design, and implementation of electronic products.Prepared, documented, and managed training materials regarding company products.Hired and promoted new employeesstaff while conducting annual and semi-annual reviews.

●Guaranteed team performance and optimal coverage by managing staffing resources across multiple shifts.

●Succeeded in leading technical services organization related to 44 first and second level technicians.

●Addressed escalated issues and presented effective options to assure prompt resolution of problems.

●Assured optimal performance by evaluating telephone calls, case notes, and email messages and delivering on-time feedback to technicians per technician.

Additional Experience

Technical Support Agent, Snap-on/Mitchell1, Poway, CA

Driver &Ramp Handler, FedEx, San Diego CA

Education

Certificate in Electronics, Colemen College

Contact this candidate