Christopher Burns
Davenport,IA
Summary
Dynamic Escalation Specialist at AT&T Mobility with a proven track record in complaint handling and client retention strategies. Expert in problem resolution and effective communication, I consistently delivered tailored solutions, enhancing customer satisfaction and loyalty. Recognized for maintaining professionalism under pressure while safeguarding sensitive information and fostering strong client relationships.
Overview
25
25
years of professional experience
Work History
Escalation Specialist
AT&T Mobility
Davenport IA
07.2013 - Current
- Resolved complex customer issues through effective troubleshooting and escalation processes.
- Collaborated with cross-functional teams to enhance customer service protocols and practices.
- Monitored ticketing system to ensure timely resolution of escalated issues.
- Facilitated communication between technical support and customers during critical incidents.
- Maintained detailed documentation of escalations to track resolutions and improve future responses.
- Resolved customer complaints by effectively managing escalations and addressing concerns in a timely manner.
- Coordinated with other departments to gather necessary information and resources for the successful resolution of escalated cases.
- Developed customized action plans for each escalated case, ensuring tailored solutions that addressed clients'' unique needs.
- Fostered strong relationships with clients by consistently demonstrating empathy, understanding, and dedication to resolving their concerns satisfactorily.
- Safeguarded customer data privacy through strict adherence to company protocols when working with sensitive information.
- Championed a customer-centric approach within the escalation team, consistently advocating for clients'' best interests and satisfaction.
- Delivered exceptional service even during high-pressure situations, maintaining professionalism and composure at all times.
Installer/Technician
Mediacom Cable
Moline, IL
10.2012 - 07.2013
- Installed cable and internet services for residential and commercial clients, ensuring customer satisfaction.
- Collaborated with team members to troubleshoot technical issues, improving service reliability.
- Maintained accurate inventory of installation materials and tools, enhancing operational efficiency.
- Conducted routine maintenance checks on equipment, minimizing downtime and optimizing performance.
- Developed strong customer relationships through effective communication and problem-solving skills during installations.
- Laid out materials and system components to prepare for installation.
- Operated tools, equipment, and machinery according to safety standards.
- Enhanced customer satisfaction by providing timely and accurate installations.
- Implemented quality control measures during installations, ensuring that each project met or exceeded client expectations and regulatory standards.
- Collaborated with team members to ensure smooth workflow and successful project completion.
- Maintained a safe work environment by strictly adhering to safety protocols and guidelines.
- Managed inventory effectively, ensuring all necessary supplies were on hand for each project without excess waste or stockpiling materials.
- Ensured high-quality results by consistently following manufacturer specifications during installations.
- Reduced callbacks by thoroughly testing installed equipment for proper functionality before leaving the job site.
Leasing Agent Assistant
NPR Group
Show Low, AZ
05.2011 - 05.2012
- Assisted in tenant screening processes to ensure qualified applicants.
- Coordinated property viewings and maintained communication with prospective tenants.
- Managed lease documentation and ensured compliance with company policies.
- Supported marketing efforts by creating engaging property listings and promotional materials.
- Monitored rental applications and facilitated timely follow-ups with applicants.
- Developed strong relationships with clients to enhance customer satisfaction and retention.
- Streamlined administrative tasks, improving response times for inquiries and lease processing.
- Managed rental payments, ensuring accurate records for financial reporting purposes.
- Collaborated with maintenance staff to ensure timely completion of tenant requests and work orders.
- Developed strong relationships with tenants through proactive communication and excellent customer service skills.
- Contributed to improved online presence by responding to tenant reviews professionally on various platforms.
- Ensured compliance with Fair Housing laws while screening applicants, minimizing legal risks.
- Prepared lease agreements and ensured accuracy of all documentation prior to tenant signing.
- Supported property manager with administrative tasks such as filing, data entry, and scheduling appointments.
- Assisted in planning community events for residents, promoting a sense of belonging within the property community.
- Facilitated smooth move-ins and move-outs by coordinating schedules and communicating expectations clearly with tenants.
- Conducted property tours for prospective tenants, showcasing features and benefits of each unit.
- Assisted with marketing efforts to increase property visibility and attract potential renters.
- Maintained a high level of organization within the leasing office, contributing to a professional environment.
- Aided in maintaining low vacancy rates by promptly processing applications and following up with prospects.
- Greeted clients, showed apartments, and prepared leases.
- Assisted prospective tenants in paperwork completion and other logistics to facilitate smooth move-in processes.
- Verified tenant incomes and other information before accepting lease applications.
- Responded to requests and scheduled appointments for property showings.
- Inspected properties before and after new tenant move-ins to schedule maintenance, cleaners, and other services.
- Responded to messages and inquiries from various parties and used well-developed active listening and open-ended questioning skills to promote quick issue resolution.
- Distributed and followed up on tenant renewal notices.
- Collected monthly rent payments and other fees, always properly recording, and processing money.
- Conducted regular inspections of both interior and exterior of properties for damage.
Front End Supervisor
K-Mart Store
Show Low, AZ
04.2010 - 05.2011
- Supervised daily front-end operations, ensuring efficient customer service and support.
- Trained and mentored new staff on cash register procedures and customer interaction protocols.
- Resolved customer complaints promptly, fostering a positive shopping experience and loyalty.
- Maintained a clean and organized front-end area to ensure a pleasant shopping experience for customers.
- Managed customer returns and exchanges efficiently, ensuring a smooth process for both customers and employees.
- Responded to customer concerns with friendly and knowledgeable service and remedied issues promptly and effectively.
- Enhanced customer satisfaction by effectively managing front-end operations and addressing customer concerns promptly.
Personal Banker
Wells Fargo
Pinetop-Lakeside, AZ
04.2007 - 07.2009
- Cultivated strong customer relationships to enhance satisfaction and loyalty.
- Delivered tailored financial solutions by assessing client needs and goals.
- Managed daily banking operations, ensuring compliance with regulations and policies.
- Streamlined account opening processes, reducing turnaround time for clients.
- Utilized strong interpersonal communication skills during client interactions, resulting in increased trust and fostering long-lasting relationships.
- Assisted customers with setting up or closing accounts, completing loan applications, and signing up for new services.
- Maintained compliance with bank policies and regulations while executing various financial transactions for customers.
- Generated new business by conducting thorough financial needs assessments and offering tailored products to clients.
- Improved customer satisfaction by providing personalized banking solutions and exceptional service.
- Managed deposits, withdrawals and wire transfers to process smooth banking transactions for clients.
- Promoted financial products by maintaining excellent service offering knowledge.
- Delivered comprehensive financial advice, strengthening client relationships and promoting long-term loyalty.
- Exceeded individual performance metrics consistently while maintaining exceptional levels of client satisfaction ratings throughout tenure as Personal Banker.
- Boosted sales of bank products through effective cross-selling and up-selling techniques.
- Cross-sold bank products and services to meet customer needs and provide options.
- Enhanced client retention with proactive follow-ups and timely resolution of account issues.
- Processed customer requests for statements, ordering additional checks, and updating customer personal information in database.
- Contributed to a positive work environment, fostering teamwork among colleagues to enhance productivity levels.
- Leveraged advanced knowledge of banking products/services to deliver custom presentations that effectively addressed unique client needs.
- Networked to increase client base and encourage existing clients to expand financial portfolios.
- Answered customer questions and explained available services such as deposit accounts, bonds, and securities.
Cage Cashier Trainer
Jumer's Casino & Hotel
Rock Island, IL
07.2001 - 02.2007
- Processed cash transactions efficiently, ensuring accuracy in financial exchanges.
- Maintained compliance with casino regulations and policies during cash handling operations.
- Trained new staff on cash handling procedures and customer service standards.
- Conducted regular audits of cash drawers to verify balances and identify discrepancies.
- Verified large amounts of cash quickly, ensuring accuracy and reducing wait times for customers.
- Provided exceptional customer service, addressing concerns promptly and professionally.
- Managed high volumes of currency, balancing accounts accurately at the end of each shift.
- Quickly and accurately counted drawers at start and end of each shift.
- Counted and recorded assigned funds and made exchanges of funds throughout shift.
- Utilized strong attention to detail in reviewing transactions, ensuring all entries were accurate and complete before submitting for approval.
- Secured casino funds not in use after balancing cash drawer.
- Provided support to other team members when needed, fostering a collaborative work environment conducive to optimal productivity.
- Enforced company standard operating procedures, gaming regulations, and Title 31 compliance.
- Processed various cash transactions and answered gaming customer questions.
- Maintained security of the cage area, safeguarding company assets from potential theft or fraud risks.
- Trained, mentored, and developed new cashiers with positive and encouraging techniques to maximize performance and team contributions.
- Contributed to overall team success by meeting performance targets consistently while maintaining high standards of professionalism in all interactions.
- Demonstrated adaptability in learning new systems quickly as technology evolved within the industry.
Education
High School Diploma -
West High School
Davenport, IA05-1994
Skills
Complaint handling
De-escalation techniques
Assertiveness
Goal setting and achievement
Client retention strategies
Complaint investigation
Form processing
Reporting and documentation
Teamwork and collaboration
Customer service
Problem-solving skills
Time management
Attention to detail
Multitasking Abilities
Calm and professional under pressure
Reliability
Excellent communication
Computer skills
Understanding customer needs
Customer service excellence
Active listening
Effective communication
Adaptability and flexibility
Verbal and written communication
Money handling
Decision-making
Teamwork skills
Problem resolution
Phone etiquette
Microsoft office
Call center experience
Data entry
Task prioritization
Stress tolerance
Interpersonal skills
Customer relationship management
Conflict resolution
Timeline
Escalation Specialist
AT&T Mobility
07.2013 - Current
Installer/Technician
Mediacom Cable
10.2012 - 07.2013
Leasing Agent Assistant
NPR Group
05.2011 - 05.2012
Front End Supervisor
K-Mart Store
04.2010 - 05.2011
Personal Banker
Wells Fargo
04.2007 - 07.2009
Cage Cashier Trainer
Jumer's Casino & Hotel
07.2001 - 02.2007
High School Diploma -
West High School