Strong Remote-Work Customer Support Leader
Resume:
Michael T. Walker
**** ******** ****** **. *********, TN 37207
***********@*****.***
Summary of Qualifications
Education
Alabama A&M University, Huntsville, AL
Bachelor of Science of Arts in History Education, August 2002
● Excellent working knowledge using Microsoft Excel, Microsoft Word.
● Ability to train, motivate, and supervise customer service employees
● Develop plan, conduct audits and variance analyses, process payroll, payroll reports and filings, and maintain/update accurate inventories.
● Hard working and results oriented
● Creative “out of the box” problem solver
● Strong communication skills verbal and written
● Effectively implement changes to business protocol
● Strong ability to compile reports, including statistical and market trends, to track sales growth and opportunities
Professional Experience
AT&T, Nashville TN August 2023
● Provide solutions to prospective and existing customers to optimize their service
● Assist customers get set up with the latest voice, internet, wireless plans and devices
● Personalize recommendations for the latest products and services
● Provide effective and timely resolutions for customers
● Engage Tier 3 support to resolve various customer-impacting issues that span multiple networks such as Internet, voice, and data services
● Simplify the explanation of customer bills, rate plans, and features of products and services Asurion, Antioch TN May 2018 - 2022
Tech Coach Supervisor
● Manage a team of 12 Tech Representatives
● Monitor call volume to locate behavior traits
● Perform coaching sessions with each Tech to build growth in position
● Prepare and analyze reports concerning customer service and billing matters
● Lead quality improvement initiatives in identifying and developing solutions for department and cross-functional processes
● Monitor employee/customer contacts for performance to ensure interaction and provide ongoing feedback Verizon Wireless, Franklin, TN July 2014-May 2018
Permanent Supervisor
● Manage a team of up to 13 Customer Care Representatives
● Review and modify processes to ensure team meets department performance standards
● Coordinate representative working hours, overtime, training, vacations and lunch breaks .
● Prepare and analyze reports concerning customer service and billing matters
● Lead quality improvement initiatives in identifying and developing solutions for department and cross-functional processes
● Monitor employee/customer contacts for performance to ensure interaction and provide ongoing feedback Verizon Wireless, Franklin, TN September -June 2014 Transition Mentor
● Perform side by side by sides to ensure feedback is incorporated
● Create PowerPoint, Excel, and Word documents for Jam sessions
● Lead Communication team conversations to grow camaraderie
● Live monitor employees to gain knowledge on rep positioning for feedback
● Raise employee morale with daily huddles using the ego-boost technique
● Perform coaching sessions using the “Be The Reason” format Leadership Trainings Attended
● Expressing Yourself: Presenting your thoughts and Ideas
● Managing Your Priorities
● Defining My Career Interests
● Resolving Conflicts with Peers
● So You Want to Be a Manager
● Strategic Career Planning
● Execute My Career Strategy
● How We Make Money
● 7 habits of Highly Effective People
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