CORYNNE SHAY
Marion,OH
Summary
Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
15
15
years of professional experience
Work History
Sales & Service Field Technician
Frontier Communications
06.2016 - Current
- Telephony/Internet installs & repairs (Copper/Fiber)
- Developed strategies for resolving complex technical issues encountered in the field.
- Configured routers and switches for optimal network performance.
- Diagnosed system issues by running tests, troubleshooting hardware and software problems and replacing defective components.
- Resolved customer inquiries promptly while providing excellent customer service at all times.
Call Center Business Offline Support Lead
Frontier Communications
01.2014 - 01.2016
- Subject Matter Expert (SME)- Customer Service, order support, IT Systems
- Participated in special projects assigned by upper management as needed.
- Collaborated with other departments such as IT, HR, Sales and Marketing on projects related to call center operations.
- Provided training to new call center agents on the phone system, customer service protocols and procedures.
Call Center Representative Lead | Residential Sales & Service
Frontier Communications
01.2011 - 01.2014
- Trainer (new/existing staff), Program SME | Salesforce, DPI, CRM,
- Top ten sales representative in the call center of over 300 employees
- Developed effective working relationships with team members across multiple departments.
- Identified opportunities to upsell additional products or services when appropriate.
Sales Floor Manager
Newpros Communications
01.2010 - 01.2011
- Managed a team of telemarketing call center agents
- Responsible for staff training, coaching and monitoring of call metrics and outcomes.
Education
Certified Associate in Project Management (CAPM) -
CAPM
01.2023
Ohio State Tested Nursing Assistant -
01.2008
Skills
- Project management
- Salesforce/DPI/CRM/Outlook/Teams
- Technical expertise
- Problem-solving
- Leadership
- Attention to detail
References
AVAILABLE UPON REQUEST
Timeline
Sales & Service Field Technician
Frontier Communications
06.2016 - Current
Call Center Business Offline Support Lead
Frontier Communications
01.2014 - 01.2016
Call Center Representative Lead | Residential Sales & Service
Frontier Communications
01.2011 - 01.2014
Sales Floor Manager
Newpros Communications
01.2010 - 01.2011
Certified Associate in Project Management (CAPM) -
CAPM
Ohio State Tested Nursing Assistant -
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