Elizabeth Cote
Jacksonville,North Carolina
Summary
I have four years of experience as a cashier at Market Basket. Additionally, I served as a Network Administrator for two years in the USMC. My career at 4Patriots began as a Customer Service Phone Advocate, and due to my outstanding performance, I was swiftly promoted to the role of Customer Service Phone Supervisor within six months.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Customer Service Phone Supervisor
4Patriots
02.2022 - Current
- Lead and coach advocates to meet KPIs and expectations
- Lead weekly and monthly reporting on sales/phone status
- Created a report from scratch on monthly refunds using Excel
- Conduct monthly reviews and yearly evaluations
- Delivery coaching's
- Worked closely with Excel and Google Docs to complete monthly and weekly reporting.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Handled customer complaints, resolved issues, and adjusted policies to meet changing needs.
- Monitored workflow to improve employee time management and increase productivity.
- Evaluated employee performance and coached and trained to improve weak areas.
- Maintained compliance with company policies, objectives, and communication goals.
- Mentored newly hired employees
- Supported creation of detailed, technical financial models to value potential acquisition targets.
- Provided reporting for forecast analysis and ad-hoc reporting in support of decision-making.
Customer Service Phone Advocate
4Patriots
04.2021 - 01.2022
- PPG technician; this involved being able to conduct troubleshooting calls
- Call back advocate, this involved calling upset customers and working to de-escalate the call.
- Courtesy reports; this involved running a report on any free items sent to a customer and determining how much it was and if it was necessary for us to send it out
- Maintain and over-meet KPIs and expectations; this involved meeting QA standards, 6 or more calls and hour, and limiting any an all offline time
- Worked overtime whenever needed
- Answering inbound calls from customers in a friendly manner while using active listening skills
- Use upselling techniques
- Doing everything possible to resolve the issue for the customer
- Updating very detailed notes in the Portals for each customer
- This will ensure an excellent history in case the customer calls again; they will not have to re-explain the situation
- Maintaining knowledge of our products
- Following our Quality Assurance standards at all times and meeting targets
- Placing outbound calls as needed to answer voicemails, support tickets, or as directed by management
- Preventing cancellations or returns where possible
- Understanding when to forward escalated issues to management
- Have full Wiki knowledge to answer customer questions correctly
- Have full knowledge of SOPs to carry out customer service tasks in the Portals, Sticky.io, and warehouse systems
- Created and revised SOPs as needed and approved by management
- Have a full understanding of current promotions and use appropriate Ad Codes when placing orders
- Identify trends heard from customers and report these trends to management in detail with data. Example: This week, I received 54 calls about PHA buyers not receiving confirmation emails. Their order numbers were 342234, 45345, 34324, etc
- Reporting any system issues to management for investigation
- Handling special projects when needed.
- Help with the training of new representatives by conducting Ride along with Supervisor.
Network Administrator
United States Marine Corps
02.2019 - 05.2021
- Provide communication support by configuring, maintaining, and monitoring network equipment in field environments and maintaining existing communication capabilities in garrison
- Enhanced unit capabilities by collaborating with the Air Station's base IT, and a Marine communication platoon by acquiring 24 computer assets
- Assisted host organization in a semi-annual military exercise by configuring their Forward Operating Base's Local Area Network and connecting to the higher echelon of communication support via Enhanced Interior Gateway Routing Protocol, granting secure and unsecured internet capabilities to the base
- Attended the professional military education for my designated rank and operational specialty (lance corporal leadership and ethics seminar).
- Installed, configured and supported local area network (LAN), wide area network (WAN) and Internet system.
- Maintained network hardware and software and monitored network to support network availability to end users.
Education
Lance Corporal Seminar -
MCAS New River, NC
01.2020
Marine Combat Training -
United States Marine Corps
2019
Marine Corps Recruit Training -
United State Marine Corps
2019
BASIC COMMUNICATIONS COURSE -
29 Palms, CA
01.2019
High School Diploma -
Merrimack High School, Merrimack, NH
Merrimack, NH07.2018
Skills
- Data Analytics
- Schedule Development
- Training and Mentoring
- Five9 Experience
- Goal-Oriented
- Complex Problem-Solving
- Leadership
- Communication
- Predict and negotiate obstacles
- Customer Service/ Helpdesk Support
- Organization
- Proficient in Microsoft office suite (Word, Excel and PowerPoint)
- Basic math skills
- Attention to detail
- Cisco Internet Operating System
- Command Line Interface
- Ability to make independent decisions in stressful situations
- Contributes to team effort by accomplishing related results as needed
- Resolves customer issues and answers questions - Time management
- Upselling
- Ability to learn on outdated and new systems
- Able to conduct annual reviews and evaluations
Awards
Global War on Terrorism Service Medal - 2020 National Defense Service Medal -2019
References
Gilbert Wilkerson, (Previous Manager/Supervisor)
Email: Gilbertwilkerson8@gmail.com,
Phone number: +1 (775) 276-9056
Johnathan Duban, (Previous Coworker)
Email: dubon1268@gmail.com,
Phone number: +1 (323) 884-4497
Amber Brannon, (Pervious Supervisor/ Current Manager)
Phone number: +1 (304) 839 - 3788
Email: amber.brannon@4patriots.com
Certification
- Productivity and Time Management Training, Udemy - May, 2023
- Microsoft Excel - Excel from Beginner to Advanced, Udemy - January, 2022
- Management Skills Training for New & Experienced Managers, Udemy - December, 2022
- Be A Better Manager 2 - Data Driven Management Training, Udemy - December, 2022
- Be A Better Manager 3 - Team Building Management Training , Udemy - December, 2022
Timeline
Customer Service Phone Supervisor
4Patriots
02.2022 - Current
Customer Service Phone Advocate
4Patriots
04.2021 - 01.2022
Network Administrator
United States Marine Corps
02.2019 - 05.2021
Lance Corporal Seminar -
MCAS New River, NC
Marine Combat Training -
United States Marine Corps
Marine Corps Recruit Training -
United State Marine Corps
BASIC COMMUNICATIONS COURSE -
29 Palms, CA
High School Diploma -
Merrimack High School, Merrimack, NH
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