Kenneth Ferguson
Summerville,SC
Summary
Expert Customer Service with 8 years of experience addressing customer requests and concerns. Expert at providing relevant information and options to successfully resolve issues. Always professional and energetic when handling difficult situations through resourcefulness and adaptability.
Overview
6
6
years of professional experience
Work History
Customer Service Coordinator
Verizon Wireless
11.2020 - Current
- Helped a large volume of customers and representatives every day with a positive attitude and focus on customer satisfaction.
- Responded to customer calls to answer questions about products and services.
- Responded to escalated customers with professional customer service and prompt problem-solving.
- Assisting front line representatives with problem solving, advanced account maintenance and positioning.
- Analyzing data to identify team outliers and working directly with representatives to improve in these areas.
- Reviewing calls for improvement opportunity and coaching reps when they miss their goals.
- Building presentations and presenting them to the team as skillbuilders.
Customer Service Representative
Verizon Wireless
02.2017 - 11.2022
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers and followed the necessary call flow.
- Answered constant flow of customer calls with minimal wait times.
- Created out of the box solutions for more complex situations.
- Ended with leading metrics for 3 years.
- Responded to customer requests for products, services, and company information.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Provided primary customer support to internal and external customers.
- Maintained up-to-date knowledge of product and service changes.
Education
High School Diploma -
R.B Stall Highschool
North Charleston, SC05.2008
Skills
- Effective Workflow Management
- Analyzing Data
- Working with escalated customers
- Coaching and Training
- Negotiation
Timeline
Customer Service Coordinator
Verizon Wireless
11.2020 - Current
Customer Service Representative
Verizon Wireless
02.2017 - 11.2022
High School Diploma -
R.B Stall Highschool
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