LaSHON SPRINGS
Atlanta,Georgia
Summary
Customer-oriented business professional who also facilitates exceptional training via instructor led in-person or web-based courses. My reputation for a strong work ethic, approachability and consistent commitment to success makes me qualified to make an immediate and positive impact.
Customer support professional with strong track record in leading and optimizing team performance. Proven ability to improve customer satisfaction and streamline support processes. Known for collaborative approach and adaptability to changing needs, leveraging communication and problem-solving skills.
Overview
31
31
years of professional experience
Work History
CUSTOMER SUPPORT TEAM LEAD
SPRINT/T-MOBILE/COGENT COMMUNICATIONS
Atlanta, GA
09.1999 - Current
- Reviewing customer satisfaction reports and monitored performance for the entire center.
- Providing yearly reviews of task completion, team support, and customer interactions of over 20 agents serving under my team.
- Created and implemented new hire training programs for over 200 people in the last two decades.
- Answer and lend resolution for difficult questions from agents.
- Point of contact for over 30 agents, Account Teams & customers in need of assistance daily.
- Responsible for front-line technical support and consultation to Layer 1, 2 & 3 services in an ACD environment.
- Utilized technical manuals circuit diagrams and computer-based telephony applications to isolate and analyze problems. Determine escalation paths for customer issues to ensure problems are being handled appropriately in real repair time intervals.
- Interface and serve as liaison between customers, fix agencies, field technicians, foreign carriers, and account teams.
SENIOR SERVICE/REPRESENTATIVE
AMERITECH CORPORATION
Columbus, OH
09.1995 - 05.1999
- Handled incoming calls for residential customers in a fast-paced environment.
- Responsible for the assistance of generating sales of basic telephone services and new service installations, resulting in the generation of $25,000+ in department revenue annually.
- Provided training for new hires on Ameritech products and services while also coaching on individual basis in efforts to achieve and exceed team goals for targeted sales objectives and meet service guarantees.
- Document technical issues and resolutions in a clear and concise manner using Microsoft Office 365.
- Participate in incident management and problem management processes.
Education
Bachelor of Science - BUSINESS ADMINISTRATION
LANGSTON UNIVERSITY
Langston, OK05.1990
Skills
- Proficient with front end technology such as websites and phone screens
- Confidence and strong leadership abilities
- Excellent communication skills including oral and written comprehension and expression
- Eminent knowledge in process improvement
- Successful leader with experience in conflict resolution
- High-level problem solving, analytical, and investigational skills
- Exceptional technical skills and proficiency in MS Office, Cisco & Quality Assurance
- Escalation handling
- Policy enforcement
- Feedback delivery
- Effective collaboration and time management skills
- Team management
Timeline
CUSTOMER SUPPORT TEAM LEAD
SPRINT/T-MOBILE/COGENT COMMUNICATIONS
09.1999 - Current
SENIOR SERVICE/REPRESENTATIVE
AMERITECH CORPORATION
09.1995 - 05.1999
Bachelor of Science - BUSINESS ADMINISTRATION
LANGSTON UNIVERSITY