Nicholas Padget
Marion,IL
Summary
Motivational leader and organizational problem-solver with advanced supervisory, team building and customer service skills. Experience stepping into roles and quickly making positive changes to drive company success. Focused on using training, monitoring and morale-building techniques to maximize employee engagement and performance.
Overview
12
12
years of professional experience
Work History
Customer Success Manager
AT&T
Marion, IL
02.2021 - Current
- Monitored competitor activities in order to stay ahead of the curve in terms of customer service offerings.
- Analyzed customer data to identify trends, issues, and opportunities for improvement.
- Managed customer inquiries and complaints in a professional manner.
- Assisted sales team by providing technical expertise during the sales process.
- Organized events such as webinars or workshops aimed at increasing customer engagement levels.
- Developed and maintained relationships with customers to facilitate user engagement and satisfaction.
- Planned and delivered training sessions to improve employee effectiveness and address areas of weakness.
- Recruited and trained new employees to meet job requirements.
- Delivered presentations on product features, benefits, and value propositions at conferences or webinars.
- Trained and mentored new team members to promote productivity, accuracy and friendly customer service.
- Coached team members on best practices for delivering exceptional customer experiences.
- Delegated work to staff, setting priorities and goals.
- Maintained up-to-date knowledge of industry trends related to customer success management.
- Developed custom solutions for customers based on their individual business objectives.
- Identified areas where current products are not meeting expectations or could be improved upon.
- Organized team activities to build camaraderie and foster pleasant workplace culture.
- Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
- Established processes for measuring customer satisfaction rates across multiple channels.
Customer Service Team Leader
AT&T
Marion, IL
03.2018 - 02.2021
- Prepared and sold broad range of customized merchandise to individuals and commercial accounts.
- Provided top quality control and eliminated downtime to maximize revenue.
- Attended job training to sharpen skills and keep informed of new products.
- Coordinated training sessions for new customer service personnel.
- Collaborated with cross-functional teams such as sales, marketing, technical support.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Oversaw warranty counseling process to manage expense controls.
- Updated databases with new and modified customer data.
- Monitored the accuracy of data entry into the company's database system by customer service staff.
- Presented existing and prospective customers with valuable service or product information to aid in decision-making.
- Provided daily direction to call center associates.
- Scheduled, assigned, and monitored daily work activities of customer service team members.
- Surpassed sales goals through implementation of successful marketing strategies.
Phone Sales Representative
AT&T
Marion, IL
02.2017 - 03.2018
- Worked well with automatic computer dialing and proprietary software to manage daily call loads.
- Generated leads through cold calling techniques.
- Followed up on sales leads through outbound calling.
- Broke down objections using friendly, persuasive strategies.
- Provided feedback on ways to improve processes related to phone sales operations.
- Resolved customer complaints in a professional manner while maintaining high levels of customer service.
- Conducted follow-up calls with existing clients to cross-sell new products.
Waiter
La Fiesta Bar and Grill
West Frankfort, IL
03.2012 - 11.2015
- I waited on customers, and provided them with customer service with a smile. I once waited on a party of 80 people on christmas eve. I made cocktails, I also swept and cleaned the restaurant and night.
Education
High School Diploma -
FCHS
West Frankfort, ILt04.2014
Skills
- Client Relations
- Customer Account Management
- Strategic Planning
- Schedule Management
- Training Programs
- Training and Mentoring
- Sales Management
- Customer Retention
- Customer Service
- Customer Relationship Building
- Revenue Growth
- Records Management
- Account Management
Affiliations
- Huge anime fan. I have seen almost any anime you could name.
Accomplishments
- As a rep I finished top 3 in the nation. As a team lead and manger my team finish top 5 in our company.
References
References available upon request.
Timeline
Customer Success Manager
AT&T
02.2021 - Current
Customer Service Team Leader
AT&T
03.2018 - 02.2021
Phone Sales Representative
AT&T
02.2017 - 03.2018
Waiter
La Fiesta Bar and Grill
03.2012 - 11.2015
High School Diploma -
FCHS
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