Customer Service Experience

Rose M. Leaper

Mobile: 713-***-****

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

Objective:

Highly organized and detailed Customer Service Lead with more than 10+ years of experience. Seeking a position in a results-oriented company that requires an ambitious and career conscious person. Possesses a reputation for building productive and positive relationships with diverse customers, resulting in improved customer retention and loyalty. Proven ability to lead, mentor, and motivate employees to provide superior customer service while promoting the company culture and values.

Skills:

Customer Experience

Detailed Order Entry & Shipping

Customer Relationship Management

Critical Thinking

Inbound/Outbound Customer Support across multiple channels (Email, Chat, Phone)

Professional communication skills

Proficiency in CRM systems, Microsoft Office (Excel, Outlook, Word), and order management software

Excellent Time Management & Organizational Skills

Analytical Thinking Skills

T-Mobile: Customer Service Lead

August 2015 to November 2024

Accept, resolve and/or escalate customer calls and/or manage the documentation and follow up processes.

Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as follow up actions taken.

Manage relationships with complex, high profile business customers by addressing challenges and requests regarding orders, billing, training and product information throughout the customer lifecycle.

Process orders, returns, and exchanges accurately and efficiently, ensuring customer satisfaction.

Proactively follow up on outstanding payments, maintaining a professional and courteous approach.

Ability to quickly learn and adapt to new technologies and client-specific systems.

T-Mobile: Software Quality Assurance Tester

August 1999-August 2015

Evaluate and gather data requirements to perform regression and end-to-end testing.

Adherence to all confidentiality and privacy and regulatory guidelines.

Performed comprehensive software testing, identifying defects and collaborating with engineering teams for issue resolution.

Collaborate with other business owners to address concerns and improve overall customer experience.

Worked in collaboration with developers to ensure successful implementation.

Accurately document defects identified during testing.

Conducted detailed analysis of test data, recommending improvements and contributing to product development lifecycles.

Education:

Donnelly College Business Management

George Washington University Project Management Master’s Certification (July 2003)

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