Customer Care Technical Support

CS Crystal Spegal

Evansville, IN ***** 812-***-**** ***********@*****.***

PROFESSIONAL

SUMMARY

Adept at driving customer satisfaction and retention at AT&T Mobility, I leveraged technical knowledge and coaching skills to streamline escalation processes, enhancing team effectiveness and reducing resolution times. Spearheaded training programs, significantly improving client experiences and operational efficiency.

SKILLS Coaching and Mentoring

Technical knowledge

Goal Setting and Achievement

Client Retention Strategies

WORK HISTORY SR. ESCALATIONS MANAGER 08/2022 to CURRENT AT&T Mobility Evansville, IN

Maintained open lines of communication with customers throughout the escalation process, ensuring their needs were addressed with care and transparency.

Introduced proactive measures for identifying potential escalations before they occurred, allowing for early intervention and resolution when possible. Streamlined escalation processes for quicker issue resolution and improved customer experience.

Implemented new training programs to equip team members with skills necessary for handling challenging situations effectively. CUSTOMER CARE REPRESENTATIVE MSS 04/2019 to 06/2022 AT&T Mobility Evansville, IN

Handle customer calls for billing and service issues. Cross sales new service and existing

ADVANCED TECHNICAL SUPPORT REPRESENTATIVE 11/2015 to 04/2019 AT&T Mobility Evansville, IN

All troubleshooting for service and device issues. International issues and billing. FRONT END SUPERVISOR 01/2008 to 09/2015

Menards Evansville, IN

Maintained a clean and organized front-end area to ensure a pleasant shopping experience for customers.

Managed customer returns and exchanges efficiently, ensuring a smooth process for both customers and employees.

Monitored cashier performance metrics to identify areas for improvement and implement corrective actions as needed.

Monitored cash drawers in Number checkout stations to verify adequate cash supply.

EDUCATION Associate Of Business Administration Business Administration 05/2003 Ivy Tech Community College of Indiana, Indianapolis, IN

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