LESLI DAVIS-MILLER
Pass Christian,United States
Summary
Dynamic customer support and sales leader with a proven track record at AT&T, specializing in escalation management and team mentoring. Demonstrated success in leveraging trend analysis to enhance customer satisfaction and drive sales performance. Committed to fostering strong relationships and implementing strategic improvements, contributing to operational efficiency in fast-paced environments.
Overview
10
10
years of professional experience
Work History
CSD Agent Support Desk
AT&T
Pass Christian, United States
10.2014 - Current
- Support agents in troubleshooting, enhancing customer satisfaction and retention
- Support agents in Sales and Loyalty
- Manage escalations in all departments, improving response times and operational efficiency
- Mentor new agents, enhancing team capabilities and problem-solving skills
- Analyse support trends, implementing strategies to pre-empt customer concerns
- Cultivated teamwork in multi-service support, disseminating best practices across wireless, U-verse, and broadband divisions
- Fostered a cohesive work environment
- Developed novel troubleshooting techniques for integrated services, reducing resolution times
- Created cross-platform solutions for seamless customer support
- Examined support trends across wireless, U-verse, and broadband to identify recurring issues
- Implemented data-driven strategies to anticipate customer concerns.
- Guided new agents in multi-service support, enhancing team capabilities
- Provided expertise on complex wire, U-verse, and broadband queries.ries
- Lead system migrations, reducing errors and ensuring accurate documentation while improving operational efficiency and response times
- Analyzed multi-service support trends, implementing data-driven strategies to pre-empt customer concerns across divisions
- Improved operational efficiency and customer satisfaction
- Utilized CRM systems to track client interactions and progress.
- Maintained accurate records of all transactions between customers and company representatives.
- Performed sales consultations and educated clients on products and services.
- Resolved customer complaints regarding sales and service.
- Supported sales team members to drive growth and development.
- Analyzed customer data to identify trends, preferences, and opportunities for growth.
- Established new accounts and serviced existing accounts maintaining professional relationships.
- Enhanced sales volume through skilled support to both new and inactive customers.
- Provided support and guidance to colleagues to maintain a collaborative work environment.
- Conducted testing of software and systems to ensure quality and reliability.
- Managed inventory and supplies to ensure materials were available when needed.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
ICU and Systems SME
AT&T Mobility
Ocean Springs, MS
10.2018 - 10.2021
- Analyzed key performance indicators to identify effective strategies.
- Identified areas of improvement in operational processes and procedures within SME.
- Offered one-on-one support for team members and managers to drive continuous improvement.
- Utilized document management system to organize company files, keeping up-to-date and easily accessible data.
- Evaluated needs of departments and delegated tasks to optimize overall production.
- Wrote and submitted reports on industry trends, prompting managers to develop business plans.
- Identified needs of customers promptly and efficiently.
- Oversaw quality control to identify inconsistencies and malfunctions.
- Created plans to propose solutions to problems related to efficiency, costs or profits.
- Monitored operations and reviewed records and metrics to understand company performance.
- Provided training sessions for new employees at the SME.
- Maintained positive working relationship with fellow staff and management.
- Set specific goals for projects to measure progress and evaluate end results.
- Maintained up-to-date records of all transactions related to SME activities.
- Identified areas for improvement, narrowing focus for decision-makers in making necessary changes.
- Assisted in developing strategic plans for long-term success of the company.
- Implemented strategies to take advantage of new opportunities.
- Managed customer relations by responding promptly to inquiries, complaints, and feedback.
- Developed effective communication channels between internal departments at the SME.
- Provided support and guidance to colleagues to maintain a collaborative work environment.
- Managed time effectively to ensure tasks were completed on schedule and deadlines were met.
- Conducted testing of software and systems to ensure quality and reliability.
- Prioritized and organized tasks to efficiently accomplish service goals.
Education
High School Diploma -
Tylertown High School
Tylertown, MSSkills
- Escalation Management
- Trend Analysis
- Service Integration
- Customer Insights
- Mentoring Techniques
- Error Reduction
- Support Strategies
- Customer Advocacy
- Knowledge Management
- Data Visualization
- User Experience
- Solution selling
- Key account development
- Product knowledge
- Promotional sales events
- Goal setting
- Customer journey mapping
- Change management
- Salesforce
- Rapport and relationship building
- Risk mitigation
- Analytical problem solver
- Sales tracking
- Continuous improvements
- Client relationship management
- Performance management
- Trend analysis
- Superb time management
- Sales and market development
- Goals and performance
- Sales expertise
- Employee motivation
- Database management
- Exceptional multi-tasker
- Key account management
- Motivational skills
- Verbal and written communication
Accomplishments
- Manager Development Program
- Customer Service Excellence Award
- Future You Program
Timeline
ICU and Systems SME
AT&T Mobility
10.2018 - 10.2021
CSD Agent Support Desk
AT&T
10.2014 - Current
High School Diploma -
Tylertown High School
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