Summary
Overview
Work History
Education
Skills
Timeline
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Peter Apockotos

Brandon,FL

Summary

Flexible and works well independently and collaboratively with other departments. Strong organizational and communications skills for thinking quickly and solving problems in fast-paced environment. Adept at handling multiple tasks efficiently and accurately, exhibiting professionalism and maintaining confidentiality at all times.

Overview

22
22
years of professional experience

Work History

Customer Solutions Representative

Charter Communications LLC
08.2019 - Current
  • Identified changing customer needs and adapted service strategies to meet them.
  • Utilized advanced skills in solving problems and making accurate decisions to implement strategies that brought about immediate results.
  • Assisted and mentored new and existing retention representatives with policies, procedures, and services.
  • Utilized CRM software to manage customer accounts and track performance metrics.
  • Maintained up-to-date knowledge of product and service changes.
  • Resolved customer complaints quickly and professionally to restore customer confidence and prevent loss of business.
  • Followed up on customer interactions to maintain customer communication and successfully close resolved issues.
  • Offered suggestions and alternatives to provide customers with solutions, boosting customer satisfaction.
  • Kept accurate records of customer interactions to be used for training, quality assurance and future reference.
  • Responded to customer inquiries to address concerns and maintain customer satisfaction and loyalty.
  • Learned and followed customer service policies and procedures to meet organizational and industry standards.
  • Up-sold and cross-sold products and services by promoting additional options to increase sales and revenue.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Investigated and resolved customer inquiries and complaints quickly.

Customer Services Advocate Manager

Expanets, Inc/Avaya, Inc
02.2002 - 02.2004
  • Delivered recommendations to long-term accounts to promote brand awareness to key audience.
  • Drove sales by developing multi-million dollar contract sales.
    Managed and motivated employees to be productive and engaged in work.
  • Accomplished multiple tasks within established timeframes.
  • Maintained professional, organized, and safe environment for employees.
  • Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
  • Cross-trained existing employees to maximize team agility and performance.
  • Coached and counseled sales personnel, assisting with individual selling efforts and helping sales representatives reach targets.
  • Identified, hired and trained highly-qualified staff by teaching best practices, procedures, and sales strategies.
  • Maintained ethical and positive working environment to reduce turnover and promote high retention rates.
  • Coached and promoted high-achieving sales and account management employees to fill leadership positions with qualified staff and boost company growth.
  • Directed sales support staff in administrative tasks to help sales reps close deals.
  • Implemented systems and procedures to increase sales.
  • Held one-on-one meetings with sales team members to identify selling hurdles and offered insight into best remedy.
  • Conducted team meetings to reinforce goals and objectives and set clear expectations about policies and procedures.

Education

High School Diploma -

Land O' Lakes High School
Land O' Lakes, FL
06.1993

Skills

  • Spreadsheet Tracking
  • Collections Management
  • Record Preparation
  • Complaint Investigation
  • Database Maintenance
  • Customer Service
  • Regulatory Compliance
  • Direct Sales
  • Needs Assessment
  • De-Escalation Techniques
  • Order Processing
  • Account Management
  • Call Documentation
  • Microsoft Office
  • Calm and Professional Under Pressure
  • Customer Retention Strategies
  • Complex Product Knowledge
  • Order Documentation
  • Issue and Complaint Resolution
  • Money Handling Abilities
  • Staff Education and Training
  • Service Standard Compliance
  • Strong Analytical and Problem Solving Skills
  • Process Improvement
  • Billing Adjustments and Refunds
  • MS Office
  • Product Education
  • Data Evaluation
  • Conflict Mediation
  • Project Management Abilities
  • Sales Quota Achievement
  • Report Generation
  • Report Preparation
  • Document and Records Management
  • Call Center Operations
  • Order and Refund Processing
  • Calm Under Pressure
  • Customer Relations
  • Order Fulfillment
  • Product Sales
  • Service Upselling
  • Sales Expertise
  • Data Management
  • Understanding Customer Needs
  • Computer Skills
  • Product Recommendations
  • Customer Account Management
  • Training Development Aptitude
  • Product and Service Knowledge
  • Employee Coaching
  • Product Knowledge
  • Sales and Upselling
  • Salesforce CRM
  • Complaint Resolution
  • Teamwork and Collaboration

Timeline

Customer Solutions Representative

Charter Communications LLC
08.2019 - Current

Customer Services Advocate Manager

Expanets, Inc/Avaya, Inc
02.2002 - 02.2004

High School Diploma -

Land O' Lakes High School

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Peter Apockotos