Geoffrey Golding
New Haven,CT
Summary
Proven track record in enhancing customer satisfaction and retention at Frontier Communications, leveraging exceptional customer service and problem-solving skills. Expert in negotiating and critical thinking, achieving significant churn reduction. Motivated teams at United Energy Partner, ensuring high-quality service delivery and resolving disputes promptly.
Overview
18
18
years of professional experience
Work History
Customer Service Representative
Frontier Communications
02.2016 - 12.2023
- Sale Consultant/Retention Specialist• Frontier • 2015 – Present
Sells by telephone to customers in the Consumer and Business Markets by handling telephone and, in some cases, face-to-face customer contacts which may include premise visits.
Analyze and evaluate each account while making sales attempts on all incoming and outgoing customer contacts using approved sales techniques to sell products and services to close the sale.
Meet and exceed other department-established targets, including adherence to schedules and deadlines, customer satisfaction metrics, and obtaining account authorization and CPNI permissions.
Correct billing and service errors
Obtain, assess and established customer credit information.
Troubleshoot accounts to determine what actions are necessary to correct customer problems and follows-up to ensure customers are completely satisfied.
Work scheduling with assignment to dispatch technicians to resolve any network issues.
Negotiate creative ways to reduce churn to increase customer base
Manager
United Energy Partner
01.2009 - 01.2016
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Maintained professional, organized, and safe environment for employees and patrons.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
Teaching Assistant
Harris And Tucker Day School
02.2006 - 02.2009
- Assisted teachers with classroom management and document coordination to maintain positive learning environment.
- Managed classroom behavior effectively, creating a positive learning atmosphere conducive to academic success.
- Supported classroom maintenance and upkeep, organizing books and materials.
- Supported classroom activities, tutoring, and reviewing work.
Education
Liberal Arts And General Studies
Gateway Community College
New Haven, CTHigh School Diploma -
James Hillhouse High School
New Haven, CT2007
Skills
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
Timeline
Customer Service Representative
Frontier Communications
02.2016 - 12.2023
Manager
United Energy Partner
01.2009 - 01.2016
Teaching Assistant
Harris And Tucker Day School
02.2006 - 02.2009
Liberal Arts And General Studies
Gateway Community College
High School Diploma -
James Hillhouse High School
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