John Bolinger

01.2010 - 01.2022

Addressed issues, including checking features, provisioning, and signal levels related to home phone, video, and internet services, along with account level issues, through proprietary ticketing system and from direct calls / transfers, ensuring timely resolution
Acted as expert product consultant through articulating product features and benefits and making recommendations based on customer needs / interests, allowing for delivery of quality customer experience
Handled escalated cancellation requests from customers, taking consultative approach to finding custom solutions to needs
Resolved complaints / concerns through active listening, empathy, professionalism and problem solving, gaining customer’s confidence and trust
Provided customers with valuable and accurate information, including service, account, and self-service options, assisting with issues in timely manner
De-escalated disconcerted customers by bringing self-guided resolution, demonstrating concern, proper use of empathy, and word choice throughout interaction
Utilized proprietary billing and diagnostic tools to address customer impacting issues submitted by management staff, creating fruitful and positive customer interaction while solidifying positive relationship
Reviewed status / cause of customer facing issue as chosen member of Manual Truck Roll / Quota Escalation project, determining if manual truck roll could be setup or if matter needed to be escalated.

Similar Profiles