Customer Service Manager

Andrea Carter 229-***-**** ****************@*****.***

Performance-driven customer service manager with 16 years of success leading teams and managing service operations.

CORE COMPETENCIES

Well-developed interpersonal skills, easily established rapport with others ● Coach and develop others to build the necessary skills and knowledge to support customers ● Flexible and adept at managing stressful situations with composure while leading teams. ● Deliver innovative solutions to various leadership situations., delivering exceptional results, while meeting the time-sensitive needs of the customer.

North Merchant Services 2023-February 2025

WFH-Account Support Representative, Troy, MI

Respond to client service requests in a timely manner and resolve issues to client satisfaction. Actively participate in problem resolution from beginning to end, even after escalation. Develop and maintain a process to consistently deliver a positive client experience by collaborating with various internal teams (Product, Underwriting, Compliance, Support, and Relationship Management) to ensure client needs are handled timely and appropriately. Data Entry Clerk

Citi Trends Corporate Office January 2023 - June 2023 Savannah Ga. Responsible for exporting data into the company's databases, performing data searches, and appropriately filing digital documentations, for over 300 department stores. Relocated back to Albany, Ga.

Assistant Staffing Specialist

Teleperformance January 2020 - December 2022 Albany,GA Screened applicants and selected qualified candidates. Scheduled interviews; to oversee preparation of interview questions and other hiring selected materials. Assisted with the interview process, attended and conducted interviews with supervisors, trainers, and other managerial staff. Sourcing and attracting candidates by using databases, and social media, for open positions. Recruit agents for other upward positions, within the company. Floor Support Supervisor

Teleperformance January 2016 - December 2020 Albany,GA Overseeing the call center floor, and monitoring the call handle time, Mentoring and coaching the support that helps the inbound agents with troubleshooting, bill reviews, and sales incentives, Listen to calls for quality assurance reasons. Also trained on Direct TV, and Wireless selling.

New Hire Trainer

Teleperformance January 2012 - January 2016 Albany,GA Train New Hire agents on the process flows, utilize tools and applications, to actively listen and resolve AT&T customer's issues on a first call resolution, relating to Mobility; Assist with scheduling, time adjustments, and leading team quality assurance meetings. Listen to customer requests; takeover escalated calls.

Post Call Specialist/Change Champion

Teleperformance January 2009 - January 2012 Albany,GA Used database spreadsheet software to enter, revise, extract, sort or calculate data for various types of reports; used graphic software to provide briefing charts. Listened to failed

survey calls, to determine the reasons. Provide information to upper management. Provide new or changed information, rules,

and policies, to production teams, in real time. Updating all teams on current, or upcoming changes for AT&T, or Teleperformance.

Quality Analyst

Teleperformance January 2006 - January 2009 Albany,GA Coaching, training, and mentoring technical support agents on the process flows to actively listen and resolve AT&T customer's issues on a first call resolution, relating to internet. Educating the technical support agent to be a critical thinker and customer focused, while building technical and professional knowledge, during basic troubleshooting. Albany State University

BS in Recreation Management

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