Eric Tyler
Syracuse,NY
Summary
Detailed-oriented and reliable customer service representative offering 20 years of extensive experience working in busy call centers. Functioned in a multitude of customer service roles including sales representative, team lead, customer service supervisor, quality specialist manager, supervisor support specialist lead, and billing specialist. Strive to listen, diagnose, and resolve technical issues by assisting customers through step-by-step solutions. Proven to excel efficiently in both team environments and independently. Conscientious, even-tempered, and performance- driven individual fully committed to provide customers with a pleasurable experience that positively represents the company.
Overview
22
22
years of professional experience
Work History
Customer Service Billing Specialist
Spectrum Business Class
01.2017 - Current
- Managed over 50 customer calls per day exceeding quota
- Schedule business/residential installations and upgrades
- Liaison between business/customer and sales team required for successful installation
- Assisted with billing inquiries and provided timely responses to enhance customer satisfaction.
- Troubleshoot Lec Rejects (phone carrier errors)
- Reviewed and reconciled customer accounts to manage accuracy of payments
- Escalated transfers or referrals to other departments as appropriate
- Up-selling customers to new products or services
- 11 mobile sales in 1 month (instead of expected 4); Most mobile in month among team two consecutive months
Supervisor Support Specialist
Spectrum Business Class
01.2010 - 01.2017
- Responsible for taking Supervisor Escalated phone calls from customer service agents
- Mentor team members experiencing difficulties
- Trained new hires on company policies and procedures
- Responded to customer inquiries and provided technical assistance over phone and in person
- Managed customer accounts, responding to inquiries and resolving customer service issues
- Fixed a precedented 200 system errors in one month
Quality Specialist Manager
Spectrum Business Class
01.2009 - 01.2010
- Provide quality assurance for customer service program supporting on-line and phone sales for participating FTD dealerships
- Interviewing and hiring of customer service agents
- Interfaced with service agent supervisors to resolve quality shortfalls
- Audited and graded customer service calls for up to 120 customer service agents to ensure compliance with quality guidelines
- Conducted training workshops for groups of up to 50-60 agents to emphasize proper call flow procedures and customer service etiquette
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies
Customer Service Supervisor
The Sutherland Group, LTD
01.2008 - 01.2009
- Supervised day-to-day performance of approximately 30 call center agents
- Analyzed client-provided data reports to help evaluate agent performance
- Mentored team members to promote productivity and commitment to friendly service
- Coached employees through day-to-day work and complex problems.
Sales Supervisor
The Sutherland Group, LTD
01.2006 - 01.2008
- Supervised approximately 14 to 18 sales representatives responsible for selling AT&T wireless plans and related products services
- Handled disciplinary actions with underperforming associates
- Trained team members in successful strategies to meet operational and sales targets
- Worked jointly with team members to assist with closing sales, cross-selling and upselling of products and services.
- Effectively coached team members to reach weekly and monthly sales goals
- Oversaw employee performance, corrected problems, and increased efficiency to maintain productivity targets
- Exceeded sales goals and accomplished business objectives by inspiring staff and promoting target products
- 90% of agents improved conversation rates resulting in increased sales
Sales Representative/Team Lead
The Sutherland Group, LTD
01.2002 - 01.2006
- Converted inbound calls into sales
- Achieved “Employee of the Month” recognition and finished in top 15% in sales each month among all sales representatives
- Responsible for making outbound sales calls via telephone to potential and existing customers to qualify leads for DSL Internet Service
- Qualified customer’s inquiries, assessed customer’s needs, quoted prices, and gained customer’s commitment to buy
- Monitored sales team performance and provided constructive feedback
- Trained, coached, and mentored new sales associates for maximum performance.
Education
Some College (No Degree) - Marketing
SUNY Oswego
Oswego, NYSome College (No Degree) - Business Administration
Herkimer Community College
Herkimer, NYSkills
- Provide prompt customer service support with professional, friendly, and patient demeanor
- Good communication and problem-solving skills
- Fast and efficient
- Experienced with Microsoft Excel, Microsoft Word, Salesforce, CRM, CSG and Icoms
Timeline
Customer Service Billing Specialist
Spectrum Business Class
01.2017 - Current
Supervisor Support Specialist
Spectrum Business Class
01.2010 - 01.2017
Quality Specialist Manager
Spectrum Business Class
01.2009 - 01.2010
Customer Service Supervisor
The Sutherland Group, LTD
01.2008 - 01.2009
Sales Supervisor
The Sutherland Group, LTD
01.2006 - 01.2008
Sales Representative/Team Lead
The Sutherland Group, LTD
01.2002 - 01.2006
Some College (No Degree) - Marketing
SUNY Oswego
Some College (No Degree) - Business Administration
Herkimer Community College
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