Gregory M. Clark
Greensboro,NC
Summary
Knowledgeable Customer Service Supervisor/Manager with solid background in overseeing customer support teams. Proven track record of enhancing customer satisfaction and streamlining service processes. Demonstrated strong problem-solving abilities and effective team leadership. Successful at efficiently handling billing inquiries. Familiar with contracts and other documents affecting billing processes. Prepares professional, polished statements, and business correspondence.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Water Customer Service Supervisor
City of Greensboro
Greensboro, NC
12.2022 - Current
- Supervise customer service staff, ensuring accuracy and exceptional service delivery.
- Lead, schedule, and evaluate staff, maintaining productivity and service standards.
- Resolve complex customer issues, including billing disputes and escalations.
- Process refunds, adjustments, and account corrections; audit financial transactions for accuracy.
- Reconcile external assistance payments and ensure proper account allocation.
- Hire, train, and coach staff; conduct evaluations and address performance issues.
- Develop procedures, improve workflows, and support cross-department coordination.
- Monitor customer service systems and provide operational support as needed.
Mobility Sales and Service Manager
AT&T
Greensboro, NC
05.2018 - Current
- Direct supervision and coaching of 15 sales and service professionals
- Generated $30,000 per month in new sales revenue and achieved 130% sales quota attainment in 2021
- Coordinate staff sales meetings to discuss developmental strategy, best practices and process improvements.
- In 2020, grew sales revenue by 22% and increased customer satisfaction scores by 10%.
Business Customer Service Team Manager
AT&T
Greensboro, NC
07.2012 - 05.2018
- Managed customer contact center with 12 support representatives
- Tracked KPIs and created continuous improvement plans
- Analyzed and developed service goals for in-bound call center
- Proved successful working within tight deadlines and fast-paced atmosphere
Technical Support Supervisor
AT&T Wireless
Greensboro, NC
09.2008 - 07.2012
- Responsible for management and direct motivation of 12 Tier 1 technical support agents.
- Resolved diverse range of mobility technical issues across multiple systems and applications for customers
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
Credit and Collections Supervisor
AT&T
Greensboro, NC
04.2006 - 09.2008
- Developed and implemented performance improvement strategies that resulted in 11% reduction of delinquent accounts within 12 months
- Developed highly-efficient call center teams through ongoing coaching and professional development opportunities.
- Acted as central point of contact for both employees and customers on routine credit and collection issues.
Education
B.S - Business Administration - Marketing
North Carolina A & T State University
Greensboro, NCSkills
- Microsoft Office
- Pivot Tables
- Project Management
- Customer Escalation Management
- Billing Issue Resolution
- Able to Manage Competing Priorities
- Leadership and Teamwork
- Business Acumen
- Strategic planning
- Data Driven Decision Making
Certification
Six Sigma Orange Belt
Microsoft Excel-Intermediate (GTCC)
Cybersecurity (GTCC 2021)
Timeline
Water Customer Service Supervisor
City of Greensboro
12.2022 - Current
Mobility Sales and Service Manager
AT&T
05.2018 - Current
Business Customer Service Team Manager
AT&T
07.2012 - 05.2018
Technical Support Supervisor
AT&T Wireless
09.2008 - 07.2012
Credit and Collections Supervisor
AT&T
04.2006 - 09.2008
B.S - Business Administration - Marketing
North Carolina A & T State University