Lloyd Stephenson
Okc,Ok
Summary
Creative thinker and self motivated. Excellent visual and verbal communicator. Ability to adapt quickly to changing situations. Collaborative leader with dedication to partnering with Talent team to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.
Overview
15
15
years of professional experience
Work History
Assistant Manager
AT&T
07.2012 - 09.2022
- Supported customer questions and issues by gathering data, analyzing needs, evaluating possible resolutions and implementing best solutions.
- Taught in-house employees strategies for successful internal and external communications.
- Managed team development through coaching sales CSR agents of usage of tools to guide in daily performance
- Handled inbound customer chat conversations from various service reps.
- Promoted increased focus on internal talent mobility and emerging talent across organization.
- Helped with planning schedules and delegating assignments to meet coverage and service demands.
- Managed recruitment team and educated and mentored new advisors.
- Improved call center functionality and service capacity by resolving customer complaints efficiently and quickly.
- Mentored sales team in applying effective sales techniques and delivering top-notch customer service.
- Assisted in organizing and overseeing assignments, planning and coordinating in-house and outsourced resources.
Team Leader / Customer Service
AT&T
01.2004 - 01.2009
- Managed Team of 15 customer service representatives
- Lead and instructed training meetings to provide new company information to customer service force
- Ensured resolution of customer inquiries and complaints
- Complied with established internal controls and policies.
- Made recommendations for service improvements and implementing improvements to satisfy internal needs
- Responsible for ensuring team follows established procedures for processing inquiries, adhering to performance goals and quality standards
- Maximized available systems to troubleshoot technical difficulties
- Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
- Prepared SQL reports by collecting and analyzing customer information
- Communicated professionally with colleagues, freelancers and clients.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Resolved product or service problems by clarifying customer's complaint, determining cause of problem and selecting best solution to solve problem.
Education
A.A.S - TeleCommunications/ Graphic Design
Oklahoma State University – Oklahoma City
Oklahoma City, OK05.2009
Skills
- Proficient in:
- POS Systems, Microsoft Office Suite, Organization and Time Management, Data Entry, Performance Management Systems
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Assistant Manager
AT&T
07.2012 - 09.2022
Team Leader / Customer Service
AT&T
01.2004 - 01.2009
A.A.S - TeleCommunications/ Graphic Design
Oklahoma State University – Oklahoma City
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