Alex Burger
Charlotte,NC
Summary
Experienced Supervisor with a strong background in customer service management, adept at leading teams to achieve organizational goals. Skilled in training staff, resolving complex issues swiftly, and driving continuous improvement initiatives. Proven ability to maintain high team morale and exceed targets through effective coaching and leadership.
Overview
3
3
years of professional experience
1
1
Certification
Work History
Supervisor, Customer Service
Charter Communications
Charlotte, NC
09.2023 - Current
- Implement weekly coaching sessions to foster team growth and development.
- Deliver yearly evaluations discussing areas of improvement and acknowledging accomplishments.
- Lead weekly team meetings & trainings.
- Complete UCM tickets to process customer credits.
- Collaborate with HR to address and swiftly resolve team issues.
- Analyze data, use that to coach, and drive results.
- Review and approve timecards for my agents to ensure accurate pay is received.
Billing Lead
Charter Communications
Charlotte, NC
05.2022 - 09.2023
- Assist/Mentor agents on the call center floor calling into the lead line with questions.
- Member of our corporate escalation team.
- Processed offline UCM tickets.
- Achieved a 98% resolution rate for escalated customer service calls, ensuring customer satisfaction.
- Trained new leads during their onboarding process.
- Proficient in operating ACSR.
- Remained calm and professional in stressful customer interactions, and diffused tense situations.
Customer Service Representative
Charter Communications
Charlotte, NC
07.2021 - 04.2022
- Enhanced customer satisfaction by providing timely and effective problem resolutions.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Handled 1,200 calls a month.
- Accurately documented customer accounts based on actions taken within a call.
- Interacted effectively with customers based on their needs and wants while upholding company business policies.
Education
Bachelor of Arts - Communications
McPherson College
McPherson, KS05-2021
Skills
- Training and mentoring
- Complex Problem-Solving
- Excellent time management
- Conflict Resolution
- Team Leadership
- Ability to handle pressure
Accomplishments
- Merit Scholarship
- Former College Football Player (2017-2020)
- 2-time KCAC All-Scholar Athlete
- Spectrum Silver Winner
Certification
- First Aid Certified
Timeline
Supervisor, Customer Service
Charter Communications
09.2023 - Current
Billing Lead
Charter Communications
05.2022 - 09.2023
Customer Service Representative
Charter Communications
07.2021 - 04.2022
Bachelor of Arts - Communications
McPherson College