Summary
Overview
Work History
Education
Skills
Accomplishments
References
References
Timeline
Generic

JIMMIE BUTLER

Greensboro,United States

Summary

Motivated and results-driven Customer Service professional with proven leadership experience and a strong background in fast-paced call center environments. Recognized for quickly adapting to new roles and implementing positive changes that support company success. Highly organized Client Service Associate with a talent for multitasking, problem-solving, and building rapport with diverse customers. Committed to delivering exceptional service and seeking a role where dedication, hard work, and a customer-first attitude are valued.

Overview

18
18
years of professional experience

Work History

MANAGER QUALITY/M&P/PROCESS

AT&T Mobility
Greensboro, NC
04.2023 - 02.2025
  • Lead the creation and training of quality plans
  • Developed and implemented methods to maintain quality standards
  • Analyzed information to uncover challenges and recommend fixes.
  • Evaluated efficiency and streamlined processes periodically.
  • Conducted training sessions and presentations on relevant topics
  • Researched and developed best practices for processes
  • Evaluated projects to identify risks and suggests ways to avoid them
  • Developed policies and procedures to support business initiatives
  • Facilitated process improvement activities

SALES MANAGER

AT&T Mobility
Greensboro, NC
11.2019 - 04.2023
  • Created training materials and conducted workshops on best practices for selling products and services.
  • Performed regular data analysis enhancing support for findings.
  • Managed sales personnel, setting performance goals and strategies for attaining objectives.
  • Conducted live call assessments, providing real-time feedback to agents.
  • Facilitated meetings to clarify procedural modifications.
  • Led sales planning, development and account management to grow existing accounts and establish new sales accounts.
  • Maintained strong knowledge by participating in workshops, conferences, and online education classes.
  • Conducted interviews to ensure optimal operational performance.
  • Guided new employees through the on-boarding process.

TEAM MANAGER

AT&T Mobility
Greensboro, NC
09.2018 - 11.2019
  • Supervised Business Customer Service representatives
  • Performed live call and recorded call observations and delivered high level feedback to agents
  • Trained represent in de-escalation, communication, and problem-solving skills
  • Mentored reps in system knowledge and troubleshooting
  • Coached and guided employee performance using various feedback mechanisms
  • Led team huddles to explain updated policies and procedures
  • Utilized strong knowledge of customer systems, products, and services to meet performance objectives

SR ANALYST - QUALITY ASSURANCE

AT&T Mobility
Greensboro, NC
10.2015 - 09.2018
  • Monitored customer service calls to assess and enhance call quality
  • Delivered constructive feedback to representatives to enhance adherence to call center quality standards.
  • Reached out to customers after ACE survey feedback to boost their recommendation for AT&T.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Developed recommendations for policy updates influenced by quality assessment trends.
  • Maintained updated knowledge through continuing education and advanced training.
  • Collected, tracked and evaluated current business and market trend data.

FLOOR SUPPORT

AT&T Mobility
Greensboro, NC
05.2009 - 10.2015
  • Served as a valuable source of expertise for Representatives and Team Managers.
  • Trained representatives on de-escalation techniques to enhance communication and problem-solving skills.
  • Mentored reps to help build system knowledge, system navigation, and troubleshooting skills
  • Performed side-by-side coaching with direct developmental feedback to Representatives
  • Organized and facilitated team huddles every week.
  • Documented everyday communications for optimized task tracking.
  • Trained new hires to navigate through our operating systems

BUSINESS CUSTOMER SERVICE SPECIALIST

AT&T Mobility
Greensboro, NC
07.2007 - 05.2009
  • Resolved customer questions, complaints, and billing inquiries using excellent courtesy and professionalism.
  • Collected deposits or payments and arranged for billing.
  • Engaged with customers via web-based platforms, showcasing strong written communication skills.
  • Recommended improvements in products, service and billing methods to management to prevent future problems.

Education

Some College (No Degree) - Sports Management

Winston - Salem State University
Winston - Salem, NC

Some College (No Degree) - Business Management

North Carolina A&T University
Greensboro, North Carolina

Skills

  • Proficient in MS Office
  • Time Management
  • Coaching and Mentoring
  • Customer Service
  • Critical Thinking
  • Decision-Making
  • Team Leadership
  • Relationship Building
  • Verbal and Written Communication
  • Dispute Resolution
  • Active Listening
  • Billing Analysis

Accomplishments

  • 2019 Business Customer Sales & Service Achievers Club
  • 2021 Business Customer Sales & Service Achievers Club
  • 2022 Business Customer Sales & Service Achievers Club
  • 2022 Number 1 Overall Customer Experience Team For Year

References

References available upon request.

References

References available upon request.

Timeline

MANAGER QUALITY/M&P/PROCESS

AT&T Mobility
04.2023 - 02.2025

SALES MANAGER

AT&T Mobility
11.2019 - 04.2023

TEAM MANAGER

AT&T Mobility
09.2018 - 11.2019

SR ANALYST - QUALITY ASSURANCE

AT&T Mobility
10.2015 - 09.2018

FLOOR SUPPORT

AT&T Mobility
05.2009 - 10.2015

BUSINESS CUSTOMER SERVICE SPECIALIST

AT&T Mobility
07.2007 - 05.2009

Some College (No Degree) - Sports Management

Winston - Salem State University

Some College (No Degree) - Business Management

North Carolina A&T University

Similar Profiles

CREATE PROFILE
JIMMIE BUTLER