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Resume:
Professional Profile
Organized, adaptive Call Center Manager with extensive experience leading customer service and installation teams. Consistently promotes open communication and honest feedback that produces strong morale and tenure. Takes initiative to identify inefficiencies and continuously develops and promotes process improvements, including methods that shorten call time while achieving excellent customer service. Conduct “side-by-sides” and “timings” of functions that increase productivity and efficiency. Highly responsive; listens actively; and uses humor to diffuse emotions; learns quickly. Consistently achieves performance / production goals.
Key Competencies / STRENGTHS
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Strong Computer Skills |
Customer Service |
Organization |
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Leadership |
Takes Initiative |
Process Improvement |
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Interpersonal Skills |
Effective Follow-Through |
Cooperative |
Professional Experience
Dispatcher Jupiter, Florida (-present)
Dispatching technicians, closing tickets, scheduling customers
Member Services Delray Beach, Florida (-)
Answering inbound calls, while handling email tickets/concerns. Taking orders, billing, general account requisitions, complaints, general computer issues.
Customer Service, Dispatching West Palm Beach, Florida (-)
Answering inbound calls, while dispatching technicians. Handling the scheduling of technicians, doing billing and making account receivable calls.
Customer Service, Recruiting Boynton, Florida (-)
Telemarketing and recruiting for rd party contractors, answered inbound service calls
Administrative Assistant, Indianapolis, Indiana (-)
Took service calls, dispatched technicians and handled billing. Also, oversaw inventory.
Network Force Load Analyst, Dallas, Texas ( – )
Manage U-verse provisioning and repair requiring dispatch and customer service. Accountable to support all results related to processing customer commitments/orders and service related issues, including major service outages and system backlogs by mobilizing field forces and executing on all force to load balancing activities.
SIGNIFICANT ACHIEVEMENTS:
Ø Completed Harvard University Time Management and Coaching and Development coursework.
- Assisted in dramatically reducing “carry-overs” repair orders from + to one nightly.
Network Manager Customer Service, Orlando, Florida ( – )
Supervised a team of facility assignment specialists responsible for database reconciliations for twenty-two states. Oversaw all incoming calls for discrepancies found in the field. Additionally, performed administrative duties related to the supervision of team, including payroll and scheduling.
SIGNIFICANT ACHIEVEMENTS:
- A new center was opening taking on preparation for the introduction of U-verse, an innovation that included entertainment functionality. Organized process flows, gathered information from internal resources such as engineering, and developed and implemented process improvements of existing procedures. Collaborated with outside foreman to verify the accuracy of the data, and with systems people to find better ways to upgrade the systems. This eventually went to a paperless system.
- Received highest rating from employee survey as the most helpful, efficient and effective manager out of a management team of eight.
- During the additional expansion of states from nine to an additional , effectively developed good relationships with engineers and departmental managers making the transition smooth. Earned reputation as the “go-to-person” for issue resolution.
Manager, Network Operations Center, Sunrise, Florida ( – )
Supervised up to facility assignment specialists responsible for correcting database discrepancies and answering inter-company calls for service order flow. Maintained all databases (LMOS, LFACS & SWITCH) for automatic order flow. Oversaw the assigning of DSL, UNE and Specials.
SIGNIFICANT ACHIEVEMENTS:
Ø Joined call center, that was running a -minute hold time for incoming customer calls. Took initiative to take responsibility for the group. Evaluated call times and determined support needed. Set up a field assistance book with processes and flows, Transitioned to a new phone system, set up a priority One capability which allowed inbound phones to stay open without getting constant calls. Resulted in steadily decreased call-wait time to under seconds. Written instructions developed assisted to reduce escalations and achieved better customer service.
Ø The center was being consolidated with another group involving service orders and facility assignments. Team took on the additional duties of the other team and learned the specific agreements with the in-house engineering team for three different counties. There were no written processes or “flows” so collaborated and researched to create a book which allowed for new team members to handle the complexities of the orders. Within a year, the center was handling all special orders and completing more of them successfully within all three counties, with very little “pushback” internally.
Ø MSOC (methodology of organization) trained and proficient
Service Representative, West Palm Beach, Florida ( – )
Operator, West Palm Beach, Florida ( – )
Education
AA, Palm Beach Community College, Greenacres, Florida
PROFESSIONAL DEVELOPMENT
Completed extensive A T & T training which included an -week course in Customer Service, and
a -week initial training for the Network Side Learning Systems.
Technical Skills
Microsoft Office (Word, Excel, PowerPoint, Access, Outlook), typing WPM,
Proprietary software for facilities database, customer service database, billings, and service orders.
