Summary
Overview
Work History
Education
Skills
Timeline
Generic

Adrienne Hester

Safety Harbor,FL

Summary

Dynamic customer service professional with extensive experience at WOW, recognized for enhancing customer satisfaction through effective problem resolution and assertive communication. Proven ability to manage high call volumes while training team members and improving first-call resolution rates. Skilled in multitasking and organization, ensuring seamless service delivery in fast-paced environments.

Overview

22
22
years of professional experience

Work History

Customer Service Support Specialist

WOW
01.2019 - Current
  • Improved first-call resolution rates by actively listening to customer concerns and offering appropriate solutions.
  • Assisted customers in navigating online resources effectively, increasing their self-sufficiency when dealing with future inquiries.
  • Enhanced customer satisfaction by promptly addressing and resolving inquiries and issues.
  • Collaborated with team members to ensure consistent quality in customer interactions.
  • Managed multiple communication channels simultaneously, including phone, email, and live chat support systems.

Customer Service Lead

WOW
03.2013 - 09.2018
  • Resolved customer service issues using company processes and policies and provided updates to customers.
  • Enhanced customer satisfaction by resolving complex issues and providing timely solutions.
  • Trained, oversaw, and mentored new team members to strengthen performance and job expertise.
  • Handled escalated customer complaints professionally, ensuring prompt resolution and follow-up actions were taken as necessary.
  • Supervised day-to-day customer service operations to provide staff with guidance and drive productivity.
  • Managed high call volumes while maintaining a professional demeanor, resulting in increased customer loyalty.
  • Mentored junior staff members to improve their knowledge of company policies, products, and services.

Customer Service Supervisor

Knology Cable
09.2007 - 09.2013
  • Promoted a positive work environment through open communication channels, fostering team collaboration and high morale.
  • Collaborated with other departments to address recurring customer concerns, improving overall service quality.
  • Coached employees through day-to-day work and complex problems.
  • Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.
  • Demonstrated exceptional problem-solving abilities in navigating challenging customer scenarios and finding solutions that met their needs as well as aligned with company policies.
  • Managed escalated calls with diplomacy, successfully deescalating situations while ensuring satisfactory resolutions for both parties involved.
  • Coached team members to deliver hospitable, professional service while adhering to set service models.
  • Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.

Administrative Sales Assistant

Knology Cable
09.2006 - 11.2007
  • Supported sales team with timely preparation of sales proposals, contracts, and presentations to secure new business opportunities.
  • Developed customized marketing materials tailored to specific clients'' needs that helped drive interest in our productsservices.
  • Contributed to a positive work environment by collaborating effectively with colleagues across various departments in achieving shared goals.
  • Managed complex projects involving multiple stakeholders while adhering to strict deadlines without compromising quality or accuracy.

Dispatcher/Check-In Clerk

Knology Cable
01.2004 - 10.2006
  • Managed high-stress situations calmly and effectively, ensuring timely assistance to those in need.
  • Communicated with drivers and personnel to coordinate timely delivery of goods and materials.
  • Directed dispatching, routing, and tracking of [Number].
  • Managed conflict resolutions with customers, drivers and other personnel to encourage professional relationships and promote respect.
  • Promoted teamwork among colleagues by proactively assisting others when needed.
  • Provided exceptional customer service to callers, remaining empathetic and patient during emergencies.
  • Trained new dispatchers on company protocols, contributing to a well-prepared team of professionals.
  • Collaborated with fellow dispatchers to maintain a seamless workflow during shift changes.

Education

Countryside High School
Clearwater, FL
06-1999

Skills

  • Organization
  • Customer focus
  • Complaint handling
  • Assertiveness
  • Customer service
  • Problem-solving
  • Time management
  • Multitasking and organization
  • Problem resolution
  • Decision-making
  • Call center experience
  • Data entry
  • Task prioritization

Timeline

Customer Service Support Specialist

WOW
01.2019 - Current

Customer Service Lead

WOW
03.2013 - 09.2018

Customer Service Supervisor

Knology Cable
09.2007 - 09.2013

Administrative Sales Assistant

Knology Cable
09.2006 - 11.2007

Dispatcher/Check-In Clerk

Knology Cable
01.2004 - 10.2006

Countryside High School

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