Aaron Burks
Elba,AL
Summary
Experienced customer service leader with 7 years of experience in call center support, scheduling, escalations, and resolutions. Highly familiar with data analytics, storytelling, and reporting. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success. Excited to use my proven skills and customer enthusiasm to your company.
Overview
8
8
years of professional experience
Work History
Customer Support Advisor
Concentrix
11.2021 - Current
- Resolved escalated customer issues and ensuring minimize wait times for queries related to software bugs and account management
- Achieved average of 98% CSAT (customer satisfaction) goal each quarter for department and maintained 97% customer satisfaction survey rating
- Provide performance feedback to agents regarding call time, escalation rates, hold times, customer rapport and phone behavior
- Analyze data reports using Google Sheets, Excel, and internal database storage systems
- Trained new hires and transitioning team members across multiple business units each quarter to promote cross-collaboration and skill sets
- Acted as liaison for cross-functional business units during team trainings, calibration sessions, and leadership meetings, with members from QA, Sales, Product Owners, and Service teams.
Terminal Operator Security
Cleared Direct
10.2019 - 08.2021
- Inspect facility for any unattended luggage or suspicious items, such as weapons or drugs
- Deescalating Guaranteed compliance with company policies and procedures by holding hourly Associates accountable, maintaining quality assurance standards, developed, and implemented plans of action to correct insufficiencies
- Direct passengers to proper location
- Deactivate door alarms, - page 2
- Radio etiquette
Customer Service Manager
Enterprise Rent-A-Car Holdings
02.2018 - 08.2021
- Greet incoming customers entering store, and thank exiting customers for renting with company
- Calmly manage and resolve customer situations during checkout, including disorderly customers, and medical emergencies
- Communicate in writing to complete paperwork and detailed reports regarding incidents and/or discrepancies to management and leadership
- Performs "preflight" style inspections of store to prevent emergencies and safety violations that lead to injuries
- Ensures cleanliness of store's interior, exterior, restrooms, and all common areas that customers occupy
- Provides leadership, direction and assistance during emergencies, including office evaluation, administering first aid to employees with minor injuries
- Maintained thorough knowledge of products, sales, promotions, and holiday discounts to provide customers accurate response
- Trained new hires and transitioning team members across multiple business units each quarter to promote cross-collaboration and skill sets
Retention Specialist
Spectrum
01.2016 - 02.2018
- Triage 20-30 daily inbound ticket inquiries for billing, expired and outstanding account holders to verify details, answer questions, troubleshoot, and close balances
- Educate customers on privacy laws, data collection, and secure file transfer procedures during collection of payment
- Processed and Performed pending items and refunds related to fraudulent charges, payments, and personal information updates via inbound calls
- Be point of contact for highest level of escalations
- Find solutions to ensure customer remains satisfied.
Education
High School Diploma -
Elba High School
Elba, AL05.2008
Business Office Diploma -
Gary Vocational Trade School
San Marcos, TX06.2009
Some College (No Degree) -
Austin Community College
Austin, TXSkills
- Zendesk
- Payment Processing
- Quality Assurance
- Information Updates
- Policy Investigations
- Training Programs
- Time Management
- Cash Handling
- Effective Workflow Management
- NICE
- Inbound Phone Call Management
- Data Gathering
- Customer Support
- SAP/Workday
- Salesforce
- Reservations
Timeline
Customer Support Advisor
Concentrix
11.2021 - Current
Terminal Operator Security
Cleared Direct
10.2019 - 08.2021
Customer Service Manager
Enterprise Rent-A-Car Holdings
02.2018 - 08.2021
Retention Specialist
Spectrum
01.2016 - 02.2018
High School Diploma -
Elba High School
Business Office Diploma -
Gary Vocational Trade School
Some College (No Degree) -
Austin Community College