John Patrick Agliam
Dallas,Texas
Summary
Expertise in call center environment, career-minded with an excellent 5+ years of leadership, organizational and problem-solving skills; looking to obtain a challenging position as a Credit Analyst overseeing and developing customer data while applying conflict resolution, communication skills in a way that improves business operations and enhances customer satisfaction rates.
Overview
13
13
years of professional experience
Work History
CS Admin/Support Care Lead
Quadient Inc
05.2016 - Current
- Manages 4 support boxes
- Process escalation requests through interacting with team members and other departments to expedite resolutions of issues
- Active in procedures and processes development
- Involvement in system migration projects
- Monitors chats and calls
- Mentors team members while keeping positive presence
- Support team members via Questions Queue
- Provide training for team members through side by side as requested
- Facilitates training by creating step by step procedures
- Approves credits, rebills, bank modify requests
- Assist with chats, calls and cases as needed
- Manages month-end reports by keeping track of total number of email requests
- Provides professional support to all customers internal/external by demonstrating six key behaviors of Accountability, Adaptability, being Knowledgeable, Communicative, Customer-Centric and Team-Oriented.
CS Admin/Dealer Support Care Agent
Neopost USA Inc
09.2013 - 05.2016
- Managed case list by reviewing and processing requests received via ACEcrm (Siebel), ensured resolution was identified while meeting or exceeding turnaround time goals
- Updated customer once request was completed
- Handled incoming calls and inquiries from local Dealers and Branches
- Updated Customer Service Administration management on current and fully informed of key situations and/or activities that arise on daily basis
- Created and modified contracts, and researched credits
- Filed claims with FedEx on damaged parts
- Provided professional support to all customers internal/external by demonstrating six key behaviors of Accountability, Adaptability, Knowledgeable, Communicative, Customer-Centric and Team-Oriented.
Tier I Customer Support Representative II
Neopost USA Inc
11.2008 - 09.2013
- Responsible for promptly handling incoming calls and inquiry resolution for customers
- Provided first call resolution when troubleshooting low to high range equipment
- Utilized computer software programs while assisting customers, and properly documented information related to call
- Interacted with internal and external departments to resolve issues accordingly and responded to voicemails, emails or faxes in clear and concise manner
- Exercised judgment and discretion in completion of daily tasks and interaction with customers
- Collaborated with supervisor to complete various department projects
- Resolved multiple escalations concerning customer and internal concerns
- Improved department activity and trained new team members
- Handled over 600 calls per week, averaging 100+ calls daily
- Consistently recognized for superior performance and featured in Neopost USA Inc quarterly meetings
Education
Bachelor of Science - Operations Management
University of Phoenix
Dallas, TX05.2020
Bachelor of Science - General Studies
Brookhaven College
Farmers Branch, TX05.2018
High school diploma -
Lake Highlands High School
Dallas, TX05.2006
Skills
- Administration
- Leadership
- Customer Support
- Data Entry
- Employee Training and Development
- Microsoft Office
- Working within strict deadlines
- Data Research and Collection
- Verbal and Written Communication
- Departmental Project Management
- Conflict Resolution
- Detail Oriented
- Oracle (ERP, OLM and Install Base)
- Sales Force
- Talk desk, Omni Supervisor
Timeline
CS Admin/Support Care Lead
Quadient Inc
05.2016 - Current
CS Admin/Dealer Support Care Agent
Neopost USA Inc
09.2013 - 05.2016
Tier I Customer Support Representative II
Neopost USA Inc
11.2008 - 09.2013
Bachelor of Science - Operations Management
University of Phoenix
Bachelor of Science - General Studies
Brookhaven College
High school diploma -
Lake Highlands High School
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