April Doyon
Fairfield,ME
Summary
To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
23
23
years of professional experience
Work History
Elite Tech Expert
T-Mobile
12.2017 - Current
- Responded to customer inquiries and provided technical assistance over phone in a fast paced environment.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Diagnosed and troubleshot hardware, software and network issues.
- Collaborated with colleagues and supervisors when encountering unique issues to find a proper resolution.
- Met customer call guidelines for service levels, handle time and productivity.
Senior Representative
T-Mobile
09.2013 - 12.2017
- Provided support and guidance to customer service representatives in need of assistance resolving customer issues.
- Monitored calls and provided feedback to customer service representatives.
- Conducted team meetings and training sessions to stay informed about product and service updates and changes.
- Handled incoming calls from escalated customers that requested to speak with a supervisor.
- Resolved issues through careful research and follow-up with customers.
Customer Service Representative
T-Mobile
11.2007 - 09.2013
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers and handled concerns quickly
- Answered constant flow of customer calls with minimal wait times.
- Updated account information to maintain customer records.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Met customer call guidelines for service levels, handle time and productivity.
- Responded proactively and positively to rapid change.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
General Manager
Maroon Flooring
06.2000 - 11.2007
- Developed and maintained relationships with customers and suppliers through account development.
- Formulated policies and procedures to streamline operations.
- Introduced new methods, practices, and systems to reduce turnaround time.
- Trained new employees on proper protocols and customer service standards.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Managed purchasing, sales, marketing and customer account operations efficiently.
- Reported issues to higher management with great detail.
- Supervised creation of exciting merchandise displays to catch attention of store customers.
Education
High School Diploma -
Winslow High School
Winslow, MESkills
- Technical Support and Assistance
- Customer Service
- Active Listening
- Call Center Operations
- Typing Proficiency
- Critical Thinking
- Computer Proficiency
- Problem-Solving Ability
- Conflict Resolution
- Administrative and Office Support
- Documentation
- Prioritization
Timeline
Elite Tech Expert
T-Mobile
12.2017 - Current
Senior Representative
T-Mobile
09.2013 - 12.2017
Customer Service Representative
T-Mobile
11.2007 - 09.2013
General Manager
Maroon Flooring
06.2000 - 11.2007
High School Diploma -
Winslow High School