Dedicated Customer Support professional with history of meeting company goals, utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
17
17
years of professional experience
Work History
Premiere Service Consultant
AT&T Mobility
09.2015 - Current
Take ownership of back office technical support cases to resolve customer issues and ensure commitments are met
Assist frontline representatives with technical issues in real time via chat
Maintaining open and effective communication with the customer throughout the resolution process
Assist customers with troubleshooting to resolve wireless equipment and service issues
Communicate efficiently with customers, management, cross functional departments on daily basis via phone, chat, and email
Customer Relations Specialist
AT&T Mobility
04.2008 - 09.2015
Assisted company with meeting its commitments by completing follow ups with customers and accounts for unresolved matters via outbound calls, emails, and text
Researched issues with bills, equipment orders, service
Increased regional retention by 20%
Researched accounts and compiled information for various regional projects
Documented all customer inquiries and comments thoroughly and accurately
Customer Service Representative
AT&T Mobility
02.2007 - 03.2008
Assisted with billing, device, service inquires and issues
Resolved concerns with products or services to help with retention and drive sales.
Processed over the phone orders
De-escalated frustrated customers
Education
Associate of Arts - Broadcasting Technology
Central Carolina Community College
Sanford, NC
05.2015
Bachelor of Arts - Mass Communications
University of North Carolina At Pembroke
Pembroke, NC
2004
Skills
Excellent customer service skills
Critical thinking and problem solving
Ability to adapt in a fast paced environment
Able to work independently with minimal supervision