Gregory A Breitfeld
Easton,PA
Summary
Detail-oriented professional with strong problem-solving and communication skills. Expertise in training new employees and conducting quality audits to enhance service delivery. Ready to leverage experience in customer service to achieve marketing excellence.
Overview
24
24
years of professional experience
1
1
Certification
Work History
Customer Service Lead
Service Electric Cable TV & Communications
Bethlehem, Pennsylvania
10.2023 - Current
- Audited service work orders to ensure accuracy and identify retraining needs for representatives.
- Trained new employees on company policies and enhanced customer service delivery.
- Developed a CSR Playbook, providing quick access to essential information for representatives.
- Collaborated with another lead to create presentations conveying critical information to CSRs and other audiences.
- Monitored calls for quality assurance, identifying areas for additional coaching for representatives.
Customer Service Representative/Dispatcher
Service Electric Cable TV & Communications
Bethlehem, Pennsylvania
05.2005 - 10.2023
- Assisted customers with service inquiries and technical issues.
- Processed billing questions and account changes efficiently.
- Educated customers on available products and services.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Presented existing and prospective customers with valuable service or product information to aid in decision-making.
PCMS/SRI Supervisor
Aesculap, Inc.
Center Valley, Pennsylvania
06.2001 - 01.2005
- Negotiated with vendors and suppliers to secure advantageous terms and pricing.
- Conducted weekly meetings with team members to discuss upcoming tasks and project deadlines.
- Coordinated with other department supervisors to ensure smooth workflow and project alignment.
- Managed team of 3 employees, ensuring high productivity and quality standards were met.
- Implemented strategies to take advantage of new opportunities.
Education
Bachelor of Science - Health Policy Administration
Pennsylvania State University
University Park, PA07-2000
Skills
- Problem solving
- Research and analysis
- Verbal and written communication
- Microsoft Excel
- Microsoft PowerPoint
- Employee training
- Strong teamwork
- Process optimization
Certification
Introduction to Networking - Wireless
Timeline
Customer Service Lead
Service Electric Cable TV & Communications
10.2023 - Current
Customer Service Representative/Dispatcher
Service Electric Cable TV & Communications
05.2005 - 10.2023
PCMS/SRI Supervisor
Aesculap, Inc.
06.2001 - 01.2005
Bachelor of Science - Health Policy Administration
Pennsylvania State University