Customer Service Management
Resume:
ASHLEY N. WARNER
Alpharetta, GA 30004 ***************@*****.***
Summary of Qualifications
Excellent professional written and oral communications skills
Strong organizational and time management skills
Consistently demonstrate integrity through producing quality work and exercising professional behavior
Ability to present complex information to all audiences in both individual and group settings
Excellent customer service skills, ability to work well under pressure and handle high work volumes
Ability to work well in a dynamic, fast changing environment that requires a high degree of multi-tasking with minimal supervision
Demonstrated leadership skills
Professional Experience
VERIZON WIRELESS July 2010 – Present
Customer Service Representative – Loyalty and Retention Center
Alpharetta, GA
One of five representatives promoted into first Future Leader Team of the Loyalty and Retention Center
Serve as a point of contact via the Retention Center queue by managing customer billing and service inquires. Responsible for proactive customer contact and day to day management of Consumer Customers.
Utilize effective call handling and communication techniques to achieve quality standards. Exceed statistical goals in areas such as quality, productivity, transactional accuracy, average handle time, calls per day, call work and call hold percentage.
Remain knowledgeable of products, services and promotions on local and national levels and effectively communicate them to internal and external customers
Guide customers through Tier I troubleshooting, device activations and clarify device specifications and features to drive upgrades and device right sizing
Counsel customer through account management and advise ways to self-manage account
Positively reposition VZW brand for unsatisfied customers
Evaluate customer accounts to ensure plans and devices suit customer needs
Apply investigative skills to uncover root cause for cancellation
Exercise proficiency of retention tools to create tailor-made save solutions and increase customer loyalty
Process product and service orders for internal and external customers
Eclectic Magazine Sept 2009 – May 2010
Managing Editor Carrollton, GA
Coordinate magazine release party including booking venue, arranging performances, creating communications to promote event for existing and potential readers
Select most polished literary submissions and edit material to prepare for publishing
Liaison between student artist and magazine to communicate status of submissions and respond to any inquires
Walt Disney Theme Parks and Resorts Jan 2005 - Aug 2005
College Program Intern – Magic Kingdom, Animal Kingdom
Orlando, FL
Balance all cash earnings for mid-sized store and investigate any discrepancies at end of each work day
Employ exceptional customer service while processing customer transactions
Proactively up-sell products and services to effectively meet the needs of the customer and company
Continuously proficient on all Disney products and services in order to meet customer needs
Systems Proficiency/Professional Trainings
Microsoft: Word, Excel, PowerPoint
Systems: Work Flow Manager, SAM, Cognos, ACSS, SQL
Classroom Trainings: Learning to Use Your Behavioral Style,
Core Skills for Developing Leaders, Presentation Advantage,
Writing Advantage, Critical Thinking, How We Make Money for Employees,
FOCUS: Microsoft Outlook Edition,
Education
DEVRY UNIVERSITY KELLER SCHOOL OF MANAGEMENT
July 2011 - Present
Masters of Project Management Alpharetta, GA
University of West Georgia May 2010
Carrollton, GA
Bachelor of Arts in Mass Communications
Bachelor of Arts in English
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