Lincoln Herbert
Belleville,IL
Summary
I am a passionate and driven individual. I am always striving to better my own professional skills and understandings that I may be an example to those that look up to me.
I am a very encouraging and supportive leader with a focus of empowering my team towards independence.
Overview
6
6
years of professional experience
Work History
Customer Advocacy Assistant Manager
Wisper Internet
12.2022 - Current
- Leading a team of customer support representatives, including taking corrective action and coaching to improve measurables.
- Worked with other departments to improve processes across the company.
- Supervised day-to-day operations to meet performance, quality and service expectations.
Customer Experience Representative (Tier 2)
Wisper Internet
12.2020 - 12.2022
- Working directly with customers on advanced technical situations.
- Troubleshooting all types of wireless internet equipment, as well as all types of networking equipment.
- Training frontline support and handling manager escalations.
- Utilized phone, online chat, and email platforms to deliver stellar customer service.
Customer Experience Representative
Wisper Internet
06.2020 - 12.2020
- Responded to high volume of incoming calls utilizing listening and communication skills to identify customer problems, needs, and opportunities.
- Performed technical troubleshooting, billing assistance, and completed sales.
- Exhibited high energy and professionalism when dealing with clients and staff.
Peer Tutor
Southwestern Illinois College
01.2018 - 05.2020
- Assisted students in improving their understanding of various academic disciplines.
- Collaborated with college students to complete assignments, identify lagging skills, and correct weaknesses.
- Promoted development of good study habits and learning skills.
Education
Associate of Science -
Southwestern Illinois College
Belleville, IL05.2020
Skills
- Leadership
- Critical-Thinking
- Dedication
- Problem-Solving
- Teamwork
- Adaptability
- Time Management
- Strong Work Ethic
- Attention to Detail
- Recruiting and Interviewing
- Staff Supervision
- Word
- Sharepoint
- Excel
- Power Point
- PC Software
- Communication
- Product and Service Knowledge
- Employee Scheduling
- Task Delegation
- Employee Performance Evaluations
Accomplishments
- Operated as the ‘Event Coordinator’ at Wisper Internet for 6 months. During this time I increased event participation at the main office by over 60%.
- Operated as the subject matter expert for Wisper Internet’s partner, Calix Inc.
- Earned CLRA Certification, required 10 hours of training, 50 hours of tutoring, and the approval of my supervisors.
References
John Phillips, Supervisor at Wisper ISP, (618) 401-0333, jphillips@wisperisp.com Sue McClure, Supervisor from Southwestern Illinois College, (618) 222-5635, sue.mcclure@swic.edu Michael Klapetzky, Supervisor from Wisper ISP, (618) 206-4190, mklapetzky@wisperisp.com
Timeline
Customer Advocacy Assistant Manager
Wisper Internet
12.2022 - Current
Customer Experience Representative (Tier 2)
Wisper Internet
12.2020 - 12.2022
Customer Experience Representative
Wisper Internet
06.2020 - 12.2020
Peer Tutor
Southwestern Illinois College
01.2018 - 05.2020
Associate of Science -
Southwestern Illinois College
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