Customer Service Manager
Resume:
Dana Stein
Richmond, VA *****
*****.****@*****.***
OBJECTIVE
To obtain a position as an Account Manager, Project Manager, Project Coordinator, or Supervisor/Manager.
EDUCATION The University of Virginia’s College at Wise, Wise VA
Bachelor of Science in Business Administration, December 2005
• GPA: 3.5
• Academic Dean’s List
• Member of Alpha Delta Chi Sorority
WORK HISTORY Windstream Communications (formerly PAETEC, Cavalier Telephone)
Quality Assurance Analyst (July 2010 – Present)
• Designed and implemented a quality program for the repair department, including creating all quality forms used for auditing.
• Worked with management to ensure repair technicians met quality standards when handling customer calls, chats, and tickets.
• Audited calls, chats, and tickets; coached technicians on failing scores.
• Worked with supervisors to develop a plan of action for technicians that were not meeting goals and requirements.
• Worked with management and the training department to determine areas of improvement needed in the quality program; then carried out any necessary changes.
• Used the quality program to assist the department in meeting goals including: faster Average Handle Time and faster Average speed of Answer, while still providing excellent quality of service to customers.
Resolution Center Supervisor (May 2007 – July 2010)
• Worked with other supervisors to oversee a team of 80 Resolution Center technicians, who provided technical customer support for Internet Service products.
• Managed support for networked services (dialup, ISDN, T1, DSL, VPN) and provisioning activation.
• Handled customer requests for supervisor/management and the department’s most escalated issues.
• Utilized the resources provided to me to get customers’ issues escalated with other departments and, when necessary, their management.
• Served as a point of reference for the department, provided product information and requirements, and fielded inquiries to the proper departments.
Resolution Center Lead Technician (November 2006 - May 2007)
• Worked with supervisors and upper management to ensure that technicians met daily stats individually and as a team.
• Coached/trained technicians daily to ensure that they provided the optimum level of customer service and technical support to customers.
• Worked with dispatch technicians to assist customers with the successful implementation, troubleshooting and resolution of technical services provided by Cavalier.
• Handled customer requests for supervisor/management, personally handled escalated situations.
• Worked with customers via Internet chat and email to ensure successful resolution to technical difficulties and inquiries.
Resolution Center Help Desk Technician (March 2006- November 2006)
• Provided technical customer support and account provisioning for Internet Service products.
• Provided support for networked services (dialup, ISDN, T1, DSL, VPN) and provisioning activation.
• Promoted positive customer service when dealing with customers.
• Worked with peers, lead technicians, supervisors, and management to help the company achieve its short and long term goals.
Sykes Enterprises
Customer Service Technician (May 2003- Jan 2006)
• Call Center Operator, served customers with technical connectivity issues on Internet Services products (dialup, and DSL.)
• Guided customers through technical steps to ensure successful Internet connection setup and maintenance.
• Assisted customers with setting up email accounts using various email clients (Microsoft Outlook, Mozilla, Netscape.)
• Promoted positive customer service when dealing with customers.
COMPUTER SKILLS • Efficient with productivity products, including: Microsoft Word, PowerPoint, Excel and OpenOffice Suite
• Efficient with operating systems, including: all versions of Microsoft Windows, Mac OS 9-10
• Efficient with email and web client software, including: Microsoft Outlook, Outlook Express, Internet Explorer, Mozilla Firefox, Thunderbird; Google Chrome
• Efficient with Avaya CMS Supervisor and and Crystal Reporting
• Efficient in dialup, DSL, ISDN, VPN and T1 troubleshooting
REFERENCES Sean Frudden (Manager) 804-***-****
Darren Carpenter (Manager) 727-***-****
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