Kimberly Gwin

This position requires multitasking, demonstrates active listening skills, and gathers customers' demographic information. Responsibilities included supervising and escalating calls via email, phone, and chat. Identifying customer needs, taking ownership of customer issues or concerns. Such as billing, proration inquiries, service changes, and cancellations. Managing high call volume using multiple system applications, displaying analytical accuracy in problem-solving, and providing one-call resolution.

Within this position, I was also given the privilege to train onboarding employees, as well as coach many of my peers to reach company and individual metric goals.

My job duties consisted of handling volume inbound calls regarding account services changes, upgrades, as well as website inquiries, technical issues, and billing corrections. I was also responsible for processing installations, disconnections, and scheduling technician calls. Updating the profile, along with payment processing, problem solving, and retaining customer business by building rapport, meeting, and exceeding Enterprise metric goals.

While in this position, I was able to assist in the training environment. I continued learning, creating, and facilitating team meetings. Coaching peers and helping with training for new employees when they come on the floor.