Hi, I’m
Jeffery Blanchard
120 12th Ave N,ID
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance. Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
21
years of professional experience
Work History
Hp Inc
Executive Escalation Manager
11.2021 - Current
Job overview
- Followed up on customer interactions to maintain customer communication and successfully close resolved issues.
- Monitored and analyzed customer feedback to track patterns in feedback and report areas for improvement to management.
- Resolved customer complaints quickly and professionally to restore customer confidence and prevent loss of business.
- Kept accurate records of customer interactions to be used for training, quality assurance and future reference.
- Escalated customer issues to management for appropriate action to be taken.
- Participated in customer service training for internal teams to share knowledge and experience and improve quality of customer service.
Hp Inc
HP. Com SMBCS Customer Service Supervisor
01.2019 - 10.2021
Job overview
- Coached new team members on service techniques and provided scoring through quality assurance program.
- Developed referral generation program that generated $100,000 in first quarter of 2020
- Promoted to Supervisor of customer service for displaying outstanding enthusiasm and remaining calm in extremely trying situations.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Developed dynamic ownership skills by resolving challenging situations and asking in-depth questions of customers.
- Escalated issues to proper supervisors when standard processes were not effective.
- Trained and supervised team of customer service representatives in providing quality service to customers.
- Conducted regular staff meetings to discuss customer service issues and potential solutions.
- Evaluated customer service staff performance and provided constructive feedback.
- Handled day-to-day customer contact via phones, faxes, and emails.
- Managed and motivated employees to be productive and engaged in work.
- Onboarded new employees with training and new hire documentation.
- Established team priorities, maintained schedules, and monitored performance.
- Set aggressive targets for employees to drive company success and strengthen motivation.
Hp Inc
Customer Escalation Specialist
09.2016 - 01.2019
Job overview
- Provided excellent customer service and provided answers to client questions within set standards.
- Utilized inbound and outbound telephone techniques to solidify and build client relationships.
- Worked with multiple screens and programs to resolve customer issues.
- Worked cross-functionally with various members of HP Inc. teams.
- Delivered prompt service to prioritize customer needs.
- Resolved customer complaints quickly and professionally to restore customer confidence and prevent loss of business.
ManpowerGroup
HP.Com Customer Service Agent (ManPower)
12.2014 - 09.2016
Job overview
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Responded to customer calls and emails to answer questions about products and services.
- Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.
- Evaluated customer information to explore issues, develop potential solutions, and maintain high-quality service.
- Updated account information to maintain customer records.
- Tracked customer service cases and updated service software with customer information.
Dollar Thrifty Automotive Group
Car Rental Agent
01.2013 - 12.2014
Job overview
- Determined clients' needs and helped select appropriate rentals fulfilling requirements.
- Managed multiple tasks in high-volume environment.
- Responded quickly to customer inquiries, answering questions and offering insight into products.
- Kept up-to-date rental records and customer information in company systems to track client interests and preferences.
- Provided callers with product and customer service information to foster brand loyalty.
- Proven ability to learn quickly and adapt to new situations.
- Excellent communication skills, both verbal and written.
CenturyLink
Sales Agent
10.2010 - 11.2012
Job overview
- Increased sales and customer satisfaction through personalized servicing.
- Assisted call-in customers with questions and orders.
- Offered each customer top-notch, personal service to boost sales and customer satisfaction.
- Provided superior service to customers by quickly and courteously responding to requests, inquiries, suggestions and concerns.
- Explained features and advantages of DSL,Phone,TV Services products or services to promote sales.
- Trained and mentored new sales representatives.
WDS Global
Verizon Wirless Tech Support
12.2008 - 09.2010
Job overview
- Troubleshot and diagnosed problems to accurately resolve wide range of technical issues.
- Trained users on how to operate components and systems.
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Walked individuals through basic troubleshooting tasks.
- Configured hardware, devices, and software to set up work stations for employees.
- Updated documentation and produced reports.
ManpowerGroup
HP Sales Agent (Manpower)
11.2007 - 10.2008
Job overview
- Increased sales and customer satisfaction through personalized servicing.
- Assisted call-in customers with questions and orders.
- Offered each customer top-notch, personal service to boost sales and customer satisfaction.
- Provided superior service to customers by quickly and courteously responding to requests, inquiries, suggestions and concerns.
- Explained features and advantages of HP products or services to promote sales.
DIRECTV
Senior Customer Retention Specialist
11.2004 - 09.2007
Job overview
- Developed new strategies for customer retention activities.
- Developed product demonstrations and presentations for customers.
- Adhered to appropriate legal scripting when required.
- Met customer call guidelines for service levels, handle time and productivity.
- Maintained up-to-date knowledge of product and service changes.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Identified learning opportunities while developing trainees towards mastery level of positions.
- Advised and counseled on performance and behavior through coaching.
Volt Information Services
DSL Technical Support (Qwest Communications)
06.2004 - 11.2004
Job overview
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Documented support interactions for future reference.
- Used ticketing systems to manage and process support actions and requests.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Managed high levels of call flow and responded to [Type] technical support needs.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
Wendys Restaurant
Crew Leader
01.2003 - 06.2004
Job overview
- Trained employees in time management and proper ways to complete job duties.
- Monitored team members to verify work quality and address concerns.
- Communicated effectively with upper management, team members, and customers to keep everyone informed.
- Discussed daily work requirements with crew and assigned skills-based tasks to enable completion of work.
- Instructed crew members in safe work practices and methods to reduce work-related injuries.
- Established positive relationships with customers and colleagues through high standards of customer service.
Education
Benson Techinal High SchoolPortland, OR
High School Diploma
06.2003
Skills
- Backing Procedures
- Clerical Support
- Outbound Calls
- Professional Relationships
- Customer Inquiries
- Customer Needs Assessments
- Process Improvement Initiatives
- Customer Service Process Improvement
- Sales and Upselling
- Call Control
- Loss Mitigation
- Professional Phone Etiquette
Timeline
Executive Escalation Manager
Hp Inc
11.2021 - Current
HP. Com SMBCS Customer Service Supervisor
Hp Inc
01.2019 - 10.2021
Customer Escalation Specialist
Hp Inc
09.2016 - 01.2019
HP.Com Customer Service Agent (ManPower)
ManpowerGroup
12.2014 - 09.2016
Car Rental Agent
Dollar Thrifty Automotive Group
01.2013 - 12.2014
Sales Agent
CenturyLink
10.2010 - 11.2012
Verizon Wirless Tech Support
WDS Global
12.2008 - 09.2010
HP Sales Agent (Manpower)
ManpowerGroup
11.2007 - 10.2008
Senior Customer Retention Specialist
DIRECTV
11.2004 - 09.2007
DSL Technical Support (Qwest Communications)
Volt Information Services
06.2004 - 11.2004
Crew Leader
Wendys Restaurant
01.2003 - 06.2004
Benson Techinal High School
High School Diploma
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