Customer Service High School
Resume:
Ashley S. Land
**** *********** *****, *******, ******* 30168
***********@*****.***
Objective
Goal-driven, energetic, and people-oriented professional seeking for a gratifying experience that will allow me to exceed in the company and in life.
Key Attributes
• Over 5 years of customer service experience and sales.
• Able to coordinate and manage successful teams and projects.
• Hard-working, with ability to multi-task effectively.
• Excellent communications skills.
• Willingness to learn.
• Resourceful professional with valuable customer support and issue resolution expertise.
• Ensures a heightened level of customer satisfaction.
• Ability to quickly acquire product and company knowledge.
• Accustomed to maintaining high productivity level with heavy workloads.
• Excel in team situations and working independently.
Employment History
SPRINT NEXTEL Charlotte, NC, October 2008- February 29, 2012
RMT: Directed and motivated 11 agents in daily activity. Had to ensure that all company performance levels were met. Manage representative average handle time and took over long calls to ensure issue resolution. Became engaged on calls to keep customer from having a repeat issue. Give confidence to customer that their concerns are now fixed by completing follow-ups and callbacks for first call resolution. Took escalated calls to reiterate company policy and procedure and make sure customer is satisfied. Submit tickets for representations when an issue cannot be resolved and has to be escalation to another dept or management. Communicating information to specialist to remain on the same page as a company and comply with policy and procedure. Tracked representative’s questions/escalations to see what trends are being accumulated and how to decrease trends. Offer and sale services to best fit customer needs and economize customer’s budget.
Floorwalker: Assisted representatives with questions and possible solutions to ensure issue resolution. Submitted tickets when representatives have system issues, an ongoing issue that cannot be fixed with Tier 1 troubleshooting, and when acct needs record of an issue when a customer is being directed into a service/repair center. Process follow-ups whenever a call was lost or when a customer feels that the company could not do anything to keep their service.
EDQ (Early Device Queue) & TSS (Technical Support Specialist): Taking inbound telephone support for customers with first 45 days of purchasing new service or equipment. Knowledge of mobile phones and devices preferred in order to analyze customer problems and provide solutions. Ability to listen, talk and simultaneously enter customer information into the computer quickly and accurately is required. Had to be proficient in the ability to navigate a Windows desktop environment with multiple applications running at the same time. Troubleshoot new and ongoing issues. Identify problem areas and guided customers through a step by step process to resolve their technical problems. Provide education to the customer as it relates to their account. Anticipated customer's needs and pro-actively reduce additional calls regarding same issue. Determine most cost effective repair/resolution to minimize customer downtime. Setup tickets to refer customer to local service/repair centers if the device issue could not be handled over the phone. Offer and sale services to best fit customer needs and economize customer’s budget.
CBI (Customer Billing Inquiry) Specialist: Taking inbound calls solely directed to billing issues. Reviewed bill Line-by-line with customer for maximum understanding. Educated on valid fees and charges and applied adjustments where necessary. Use discretion due to customer tenure/loyalty to make business impacting decisions. Gave customer payment options and set payment arrangements to keep from service interruption. Offer and sale services to best fit customer needs and economize customer’s budget.
Customer Service Representative: Take daily inbound calls to resolve customer issues. Manage my average handle time to make sure that the issue is being resolved in a timely manner. Check stats daily to comply with company's criteria. Had to multi-task between various screens to give customer accurate information. Build rapport to keep customer engaged during the call. Set proper expectations to let customer know what options are available. Transfer customer to correct dept when the matter could not be handle in the customer care. Offer and sale services to best fit customer needs and economize customer’s budget.
AT&T Greensboro, NC July 2007 - October 2008
Customer Service Representative: Take daily inbound calls to resolve customer issues. Manage my average handle time to make sure that the issue is being resolved in a timely manner. Check stats daily to comply with company's criteria. Had to multi-task between various screens to give customer accurate information. Build rapport to keep customer engaged during the call. Set proper expectations to let customer know what options are available. Transfer customer to correct dept when the matter could not be handle in the customer care.
Education
COLLEGE:
North Carolina Agricultural & Technical University, Greensboro, NC, August 2006 - December 2007
• Business Administration
• Journalism and Mass Communications
HIGH SCHOOL:
Graduated from Millbrook High School, Raleigh NC, May 2005
• High School Diploma
Skills
• Proficient in Microsoft Office (Word, PowerPoint, and some Excel)
• Telegence, CSM, Citrix, Fullfilment Desktop Tool, Aspect and sView
• WIndows 7 and XP
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