Hi, I’m
ANN-LEY LOUIS
CUSTOMER SERVICE SUPERVISOR
Fort Lauderdale,FL
Summary
Hardworking Customer Service Agent & Team Lead with 7 years of experience working in Call Center. Trained in project and time management with extensive knowledge and proven multitasking abilities. Committed to maintaining professional relationships with clients to increase profitability and drive business results.
Overview
8
years of professional experience
1
year of post-secondary education
1
Certification
3
Languages
Work History
AT&T MobilitySunrise, FL
Customer Service Supervisor
06.2020 - Current
Job overview
- Investigate and resolved customer inquiries and complaints quickly.
- Coached, trained 5 to 15 employees weekly, developed and guided employee performance through variety of mechanisms such as observations, metrics analysis and feedback devices.
- Extensive knowledge on workflows (CRM,BIBA,OPUS,TELEGENCE,OMS, RIO &PST).
- Used company troubleshooting resolution tree to evaluate technical problems while leveraging personal expertise to find appropriate solution.
AT&T MobilitySunrise , FL
Customer Retention Specialist
01.2019 - Current
Job overview
- Analyzed customer feedback and developed new techniques to ensure customer retention.
- Performed customer negotiations to reach fair conclusion for both business and customers.
- Extended customer subscriptions, offering discounts and promotions to ensure high customer retention rates.
- Sought opportunities to up-sell and add-on additional merchandise.
- Managed over 20+ customers call per day
SprintMargate, Florida
Team Leader Manager
10.2017 - 12.2018
Job overview
- Offered instruction, coaching to at least 10 agents and motivation to employees during shift.
- Worked under strict deadlines and responded to service requests and emergency call-outs.
- Held each team member accountable for achieving brand and performance goals.
- Worked under strict deadlines and responded to service requests and emergency call-outs
DIRECTVTamarac, FL
Customer Service Retention Specialist
10.2015 - 12.2016
Job overview
- Responsible for ensuring that customer inquiring are resolved at first point of contact, unless specialist knowledge or further investigation is required.
- Answers customers/Clients requests or inquiries concerning products, billing, claims, equipment's, and also report problems areas.
- Proven aptitude for dealing with customer complaint Experience of working in busy, inbound call center environment.
- Taken minimal of 25 calls daily.
Education
Plantation High SchoolPlantation, FL
High School Diploma
08.2014 - 06.2015
University Overview
- Graduated in Top 20% of Class
- Member of Delta Sigma Theta
- Elected to Secretary for [Mentoring Tomorrow's Leader [2014-2015].
Skills
Microsoft Word (5)
Certification
PMP - Project Management Professional
Timeline
PMP - Project Management Professional
08-2022
Customer Service Supervisor
AT&T Mobility
06.2020 - Current
Customer Retention Specialist
AT&T Mobility
01.2019 - Current
Team Leader Manager
Sprint
10.2017 - 12.2018
Customer Service Retention Specialist
DIRECTV
10.2015 - 12.2016
Plantation High School
High School Diploma
08.2014 - 06.2015
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