Michael Brown
Ramona,OK
Summary
Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Escalation Specialist, Trainer/Team Coach
Sitel/Foundever
Ramona, , OK
12.2009 - 11.2023
- Assisted in training new escalation specialists on procedures and processes.
- Interfaced with internal departments to ensure timely resolution of escalated cases.
- Created documentation outlining standards and guidelines for escalation processes.
- Developed solutions to improve customer service experience.
- Monitored ongoing escalations for resolution progress.
- Recommended improvements in products, service and billing methods to management to prevent future problems.
- Provided weekly updates on open escalations status, successes, challenges, or opportunities for improvement.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Participated in regular meetings with management team members to discuss best practices in resolving escalations quickly and efficiently.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Mentored junior team members and managed employee relationships.
- Maintained updated knowledge through continuing education and advanced training.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Skilled at working independently and collaboratively in a team environment.
Education
Dewey High School
Dewey, OKSkills
- De-Escalation Techniques
- Customer Service
- Product Knowledge
- Customer Relations
- Customer Service Excellence
- Calm and Professional Under Pressure
- Understanding Customer Needs
- Complaint Resolution
- Calm Under Pressure
- Product and Service Knowledge
- Remote Office Availability
Certification
- Achieve Global training certification
References
References available upon request.
Timeline
Escalation Specialist, Trainer/Team Coach
Sitel/Foundever
12.2009 - 11.2023
Dewey High School
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