Summary
Overview
Work History
Education
Skills
References
Timeline
Generic

Glenna Mathis

Burns,TN

Summary

Focused Client Support Specialist promoting more than 32 years' expertise working for organizations in the Telecommunications market. Courteous and cordial with a desire to take on challenges at a new company. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success.

Overview

13
13
years of professional experience

Work History

Corporate Account Support

Resource Communications Group
Franklin, TN
01.2021 - 04.2024
  • Analyzed customer issues to identify root cause and provided appropriate solutions.
  • Monitored incoming emails from customers regarding technical problems or product inquiries.
  • Performed data entry tasks for client records management.
  • Identified opportunities to improve customer service procedures and implemented changes accordingly.
  • Delivered high level of service to clients in effort to build upon relationships for future.
  • Participated in weekly meetings with senior staff members discussing progress of ongoing projects.
  • Documented all customer interactions in the company's database system.
  • Ensured that all customer inquiries were responded to promptly and accurately.
  • Provided technical support to customers over the phone and via email.
  • Coordinated with vendors for ordering necessary parts or services required for maintaining or upgrading the telecommunications system.
  • Investigated customer complaints related to service interruptions or other technical issues.

Client Success Manager

Lumen Technologies
Nashville, TN
01.2011 - 03.2021
  • Delivered high level of service to clients in effort to build upon relationships for future.
  • Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
  • Provided excellent service and attention to customers when face-to-face or through phone conversations.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Displayed strong telephone etiquette, effectively handling difficult calls.
  • Assisted with customer requests and answered questions to improve satisfaction.
  • Maintained positive working relationship with fellow staff and management.
  • Provided remote support to customers experiencing technical difficulties.
  • Completed day-to-day duties accurately and efficiently.
  • Assisted in developing strategies for improving customer satisfaction with existing telecom services.
  • Identified needs of customers promptly and efficiently.
  • Approached customers and engaged in conversation through use of effective interpersonal and people skills.

Education

High School Diploma -

Dickson County High School
Dickson, TN
05-1980

Skills

  • Client Services
  • Client Relationship Building
  • Problem-Solving
  • Handling Escalations
  • Team Member Motivation

References

References available upon request.

Timeline

Corporate Account Support

Resource Communications Group
01.2021 - 04.2024

Client Success Manager

Lumen Technologies
01.2011 - 03.2021

High School Diploma -

Dickson County High School

Similar Profiles

CREATE PROFILE
Glenna Mathis