CONSEVELLOUS BALLARD
Customer Service
Columbia,SC
Summary
Experienced Customer Service Representative with 16+ years of experience working in busy, fast-paced call center. Committed to providing prompt, quick and accurate service to large volume of incoming calls. Professional Call Center Customer Service Representative committed to providing courteous, prompt, detailed and accurate support. Experience managing outbound and inbound calls and handling emergency issues with patience and tact.
Overview
17
17
years of professional experience
Work History
SENIOR REPRESENTIVE
VERIZON WIRELESS
02.2015 - 10.2023
- BUILDS AND MAINTAIN BUSINESS RELATIONSHIP WITH CLIENTS BY PROVIDING PROMPT AND ACCURATE SERVICE SO AS TO PROMOTE CUSTOMER LOYALTY
- MENTOR OR GIVE DIRECTION TO JUNIOR TEAM MEMBERS AND PROVIDE TRAINING ON BEST PRACTICES
- ASSIST MANAGEMENT IN ENSURING PERFORMANCE GOALS ARE MET.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Streamlined call center processes for improved efficiency and reduced wait times.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
CUSTOMER SERIVE ADVOCATE
VERIZON WIRELESS
07.2010 - 02.2015
- Solution Finding and Technical skills
- Demonstrate confident ability to educate customer and provide full suite of solutions using full knowledge of technology suite
- Taking ownership and fully handles Tier 1 troubleshooting educates the customer by reviewing account information during customer call to identify and address customer primary underlying needs, suggest non-routine and/or value-added solutions which will avoid repeat callers.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
CUSTOMER SERVICE REPRESENTIVE
VERIZON WIRELESS
09.2007 - 07.2010
- Resolve customer concerns on all calls
- Communicates effectively to respond and resolve customer concerns
- Demonstrates solid understanding of Verizon Wireless products and systems.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
Help Desk Technician
NCR
08.2006 - 08.2007
- Enhanced customer satisfaction by resolving technical issues in a timely and efficient manner.
- Streamlined help desk processes for increased productivity and improved response times.
- Improved user experience with proactive system maintenance and updates.
- Managed Team of more than 85 field technicians through GPS Tracking system while taking incoming calls.
- Ensure service level agreements were met by arranging service calls in level of priority.
- Using expertise to coordinate requests for assisting to the appropriate technician.
- Ordering Parts from assigned vendors in the appropriate and timely manner.
- Successfully schedule the transport of logistics within strict service and cost criteria.
Education
Business Cases -
Strayer University
Richland Northeast High School
Business Classes -
Strayer University
01.2012
Skills
- 16 Years of Customer Service with one company
- Building and maintain business relationship with clients
- Starting New Contracts with consumers and business partners
- Call Management
- Product Knowledge
- Critical Thinking
- Live Chat Support
- Technical Support
- Team Development
- Conflict Resolution
- Follow-Up Skills
- Payment Processing
Timeline
SENIOR REPRESENTIVE
VERIZON WIRELESS
02.2015 - 10.2023
CUSTOMER SERIVE ADVOCATE
VERIZON WIRELESS
07.2010 - 02.2015
CUSTOMER SERVICE REPRESENTIVE
VERIZON WIRELESS
09.2007 - 07.2010
Help Desk Technician
NCR
08.2006 - 08.2007
Business Cases -
Strayer University
Richland Northeast High School
Business Classes -
Strayer University
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