Customer Service Call Center
Resume:
Andrette Sarden
Fairburn, GA *****
*********@*****.***
Professional Summary
Experienced and results-oriented Customer Service Manager with over 10 years of managerial experience in retail, call center and customer service environment. Adept in employee relations, inventory organization and store operations. Prepared, organized and committed to creating an environment that is conducive to achieving increased revenue and exceptional customer service experiences.
Willing to relocate to: Jonesboro, GA - Stockbridge, GA - Riverdale, GA Authorized to work in the US for any employer
Work Experience
Cricket Wireless
GMET Communications, Authorized Retailer for Cricket Wireless-Senoia, GA May 2023 to July 2024
• Recruited, trained and hired associates, leads, managers.
• Coached employees on tools and resources to meet there goals.
• Trained managers on accepting delivery of merchandise, phones, tablets, accessories, etc.
• Prepared managers on revised schedules, to maintain payroll within employees hours based on attendance and productivity.
Senior Customer Support Specialist
Apple-Atlanta, GA
September 2020 to October 2022
• Improved service levels, response time by coaching CSRS to reduce not ready time with a focus on being readily available to take calls.
• Tracked and communicated KPI's to the team to improve the level of service to each customer.
• Served as point of contact for escalated customer questions and concerns regarding orders and multiple services provided by Apple.
• Managed, trained and developed each team member in a variety of tasks such as; order processing, consumer relations, sales, reviewing warranty/ claims, exchanges and returns, service and repairs. Store Manager
Cricket Wireless Authorized Dealer-Atlanta, GA
July 2018 to July 2020
• Oversaw and recorded the delivery of all merchandise; cell phones, tablets, cases, wireless speakers, as well as reporting any discrepancies in the order to control costs.
• Increased customer satisfaction score from 73% to 92%, while also increasing revenue by expanding product lines, offering special promotions and building customer loyalty and overall experience.
• Prepared, managed and revised weekly schedules, while ensuring that payroll remained within the projected hours based on sales and corporate standards.
• Provided corrective counseling and created an action plan to address attendance issues, policy violations and substandard job performance.
Customer Care Specialist II
AT&T-Atlanta, GA
April 2017 to June 2018
• Provided support and coaching to CSRs regarding clarification of policy, procedure, product information and system navigation to improve the customer service experience.
• Responded via phone and chat to resolve any issues pertaining to the customers orders, service, shipping and product returns.
• Instructed, monitored and guided CSRs during calls, helping them to adhere to quality standards and guidelines and providing them the tools and resources needed to reach their goals.
• Surpassed company quality assurance goals and increased average QA scores from 75% to 90% throughout tenure.
District Manager
Wireless Works LLC-Atlanta, GA
September 2015 to February 2017
• Developed new sales plans and strategies to open new locations and provided operational support with any issues that may have occurred.
• Measured and documented each trainee competency in required areas of knowledge, system proficiency and communicated individual areas of opportunity to supervisors in order to ensure targeted coaching.
• Recruited, hired and trained 30+ associates, supervisors and managers, developing them into productive team members with excellent customer service skills and product knowledge.
• Trained, developed and coached each manager in the planning, implementation and execution of merchandising and operating initiatives.
Education
High school diploma in General Studies
Miami Northwestern Senior High School - Miami, FL
August 1982 to June 1985
Skills
• Call center (10+ years)
• Microsoft Windows
• Customer service
• Retail management (10+ years)
• Cash handling (10+ years)
• Operations management (10+ years)
• Software Troubleshooting
• Desktop Support
• Retail sales
• Writing skills
• Communication skills
• Active Directory
• Interviewing (10+ years)
• Help Desk
• Operating Systems
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