Customer Service Training

Gail George *** Co-Op City Blvd #*A | Bronx, NY **475

M: (646) 359 – 8416 / ************@***.***

OBJECTIVE: To obtain a position utilizing acquired knowledge, experience, and formal education;

where I can positively impact the needs of the business.

HIGHLIGHTS OF QUALIFICATIONS

- Strong written, verbal, and interpersonal communication skills

- Highly organized and efficient in fast paced multitasking environments

- 10 plus years customer service experience

- Excellent analytical, problem solving and conflict resolution skills

- Strong knowledge of Microsoft Office Applications

EDUCATION:

CABLEVISION UNIVERSITY, Bronx, New York

Certificate: Training the Trainer

2007 – 2010 THE COLLEGE OF NEW ROCHELLE

Bachelor of Arts Degree /Communications Major /Honors

2010- Present MERCY COLLEGE

Masters of Science in Organizational Leadership (MSOL)

(Expected Graduation August 2011)

EXPERIENCE:

1995 - Present CABLEVISION OF NEW YORK CITY – Bronx, New York

1999-Present Team Leader

• Coach and Mentor Customer Service Representatives / Identify Training needs

• Handle Escalated inquiries from internal & external customers

• Perform numerous administrative duties i.e. must do’s, box maintenance, direct ship, call backs/cases

• Multi-tasks

• Cross-trained to handle many call center issues (see below)

Special Projects

2007-2009 Escalation Desk

• Handles corporate escalated customer concerns i.e. FCC, BBB

• Maintains composure when handling difficult situations

• Follow up to ensure positive resolution.

• Handles time sensitive documents

• Communicates outcomes written and verbal

Acting Supervisor (As Needed)

• Provide daily guidance and developmental direction to Customer Service Representatives

• Coordinate schedules to ensure customer assistance.

• Monitor representatives to ensure a high level of performance and customer relations. Meet all telephone and service standards.

• Proactively assist with escalated customer issues.

• Command thorough knowledge of all programming offered to our customers, including but not limited to programming content, pricing, packaging, promotions and channel lineup, as well as technical features of the cable system(s) including company and customer equipment.

• Keep accurate records of absences, tardiness, as well as processing timesheets.

• Complete and deliver performance reviews, development plans, disciplinary actions and daily supervision of employees.

Traffic Coordinator (As Needed)

• Supporting real-time call center data analysis for local Customer Service site(s).

• Actively assesses and responds to staffing and traffic flows throughout assigned shift.

• Responsible for the timely completion of SPOC Database data entry, daily logs and entry of exception codes into eWFM or other workforce management databases.

• Responsible for interacting with management to ensure that we respond quickly and effectively to outages, unusual call volumes or other events.

2003-2009 Critical Drivers Project

• Monitor critical transactions to minimize errors in the New York City Call Center.

• Handles highly sensitive revenue driven transactions

Trainer

• Conduct up training classes for the NYC Call Center when needed

• Facilitates new products and/ or changes for staff.

REFERENCES:

Furnished upon request.

Contact this candidate