Summary
Overview
Work History
Education
Skills
Timeline
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Ken Coble

Eagle,ID

Summary

Astute call center professional with almost twenty years of call center experience. Top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty. Retention expert with track record of proven success turning a detractor into a promoter. Leadership and training experience.

Overview

25
25
years of professional experience

Work History

Account Expert

T-Mobile
02.2017 - 09.2023
  • Provided world-class customer service to a varied customer base across the country.
  • Solved customer pain points in billing, equipment and service by providing empathy and solutions.
  • Grew revenue by asking questions to find customer need and offering account solutions, such as additional lines of service, upgraded plans, and optional add-ons.
  • Maintained a very aggressive NPS goal over the course of six years by consistently exceeding customer expectations.
  • Completed several special assignments, including peer mentoring, call monitoring with real-time feedback and supporting peers by answering questions and taking escalated calls from customers.

Customer Service Representative

DIRECTV
11.2003 - 12.2016
  • Delivered exceptional customer service by leveraging extensive knowledge of products and services with the goal of creating customers for life.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Answered customer telephone calls promptly and handled calls efficiently to minimize customer wait times.
  • Retained customers actively seeking to disconnect their service through empathy, active listening, and tailoring save solutions to customer needs.
  • Lead team meetings with my team and others, sharing best practices regarding sales approach, finding customer needs, offering, overcoming objections and closing sales.

Crew Trainer

McDonald's
08.1998 - 02.2002
  • Delivered in-depth training to team members in food preparation and customer-facing roles to develop strong team performance.
  • Set positive example for team members by providing high-quality, efficient service.
  • Taught new team members correct procedures for all areas of operation.
  • Greeted customers with smile and provided friendly service to professionally handle every need.
  • Studied crew members during work shift to provide feedback and guidance in improving performance.

Education

High School Diploma -

Ontario High School
Ontario, OR
05.2000

Skills

  • Customer Service/Satisfaction
  • Strong Written and Oral Communication
  • Sales Strategy/Technique
  • Training Experience
  • Team Collaboration
  • Customer Correspondence
  • Complaint Resolution
  • Attention to Detail
  • Customer Retention
  • Feedback Acceptance
  • Goal Orientation
  • Time Management
  • Quality Assurance
  • Positive Attitude
  • Product Upselling
  • Call Control
  • Sales Expertise
  • Calm Disposition
  • Problem-Solving Skills
  • De-Escalation Techniques
  • Resolving Issues

Timeline

Account Expert

T-Mobile
02.2017 - 09.2023

Customer Service Representative

DIRECTV
11.2003 - 12.2016

Crew Trainer

McDonald's
08.1998 - 02.2002

High School Diploma -

Ontario High School

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Ken Coble