Senior Customer Service Specialist
Dynamic customer-centric sales professional with extensive experience identifying, cultivating, and sustaining client relationships to accomplish revenue goals. Talented Manager with expert team leadership, planning and organizational skills built during successful career. Smoothly equip employees to independently handle daily functions and meet customer needs. Diligent trainer and mentor with exceptional management abilities and results-driven approach. Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings. Insightful Manager with experience directing and improving operations through effective employee motivational strategies and strong policy enforcement. Proficient in best practices, market trends and regulatory requirements of industry operations. Talented leader with analytical approach to business planning and day-to-day problem-solving.
Avaya Inc. – Highlands Ranch, Colorado
Systems Application Specialist & Tier II Engineer, 1990 to 2013
Address and repair business communications systems for a high-volume technical call center. Perform account management; listen, process, and clarify client concerns to create customized solutions to meet their service needs. Generate billing and repair tickets in Siebel software program. Organize, schedule, and dispatch repair technicians.
Selected Contributions:
Play key role in resolving critical telecommunications issue for a hospital.
Integrate technology to enhance consumer experience; adeptly utilize self-help tools, internal
knowledge database, and Google online forums to resolve issues swiftly.
Facilitate effective communication and information sharing between engineers, field services, business partners, client service managers, and executive leadership.
Drive incremental revenue growth by identifying opportunities for sales upgrades.
— Key Qualifications —
Client Relationship Management: Demonstrated ability to deliver superior customer service, generate sales, and achieve KPIs. Talented negotiator with exceptional verbal and written communication skills.
Creative Problem-Solving: Adept at innovating solutions to promote customer satisfaction and loyalty. Successfully identified and resolved 99% of client concerns.
Process Optimization: Introduce efficiencies to maximize productivity, support inventory control, and maintain accurate records in fast-paced environments.
Tech Savvy: Proficient in Microsoft Office Suite, Siebel, SAP, telecommunications systems, PBX, Unix, Lynix,DocuSign, POS software, Amadeus, Altea, Qik, and Smartdrop. Aptitude for leading social media campaigns.