Philip Edwards
Memphis,TN
Summary
Dynamic Call Center Supervisor at AT&T Wireless with a proven track record in quality assurance and staff motivation. Achieved exceptional first-call resolution rates while fostering strong customer relationships. Skilled in training management and document management, consistently exceeding performance metrics and enhancing service quality in high-pressure environments.
Overview
9
9
years of professional experience
Work History
Call Center Supervisor
AT&T Wireless
Charlottesville, VA
06.2017 - 06.2022
- Resolved customer inquiries efficiently, ensuring timely and accurate information delivery.
- Handled high-volume inbound calls, providing exceptional customer service and support.
- Utilized CRM software to document interactions and track customer issues effectively.
- Participated in ongoing training and development, staying current on company policies, products, and procedures to deliver accurate information to customers.
- Achieved higher first-call resolution rates by employing effective problem-solving methods.
- Delivered consistent top-notch performance under pressure during peak calling hours or challenging situations.
- Exceeded monthly performance metrics consistently, contributing to the success of the call center operations.
- Effectively communicated complex information in a digestible format for callers of varying levels of technical understanding.
- Provided personalized assistance to clients, fostering strong relationships and promoting brand loyalty.
Call Center Representative
Amazon
Charlottesville, VA
03.2015 - 06.2017
- Resolved customer inquiries efficiently, ensuring timely and accurate information delivery.
- Handled high-volume inbound calls, providing exceptional customer service and support.
- Utilized CRM software to document interactions and track customer issues effectively.
- Participated in ongoing training and development, staying current on company policies, products, and procedures to deliver accurate information to customers.
- Achieved higher first-call resolution rates by employing effective problem-solving methods.
- Delivered consistent top-notch performance under pressure during peak calling hours or challenging situations.
- Exceeded monthly performance metrics consistently, contributing to the success of the call center operations.
- Effectively communicated complex information in a digestible format for callers of varying levels of technical understanding.
- Provided personalized assistance to clients, fostering strong relationships and promoting brand loyalty.
Call Center Representative
Xfinity Comcast
Charlottesville, VA
01.2013 - 03.2015
- Handled high-volume inbound calls, providing exceptional customer service and support.
- Resolved customer inquiries efficiently, ensuring timely and accurate information delivery.
- Utilized CRM software to document interactions and track customer issues effectively.
- Collaborated with team members to improve response times and enhance service quality.
- Adapted quickly to evolving product features and services, maintaining up-to-date knowledge.
- Assisted in training new representatives on call handling procedures and best practices.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Participated in ongoing training and development, staying current on company policies, products, and procedures to deliver accurate information to customers.
Education
High School Diploma -
Bailey Magnet
Jackson, MS05.2005
Skills
- Call monitoring
- Quality assurance
- Coaching and mentoring
- Staff motivation
- Document management
- Customer service focus
- Employee motivation
- Schedule coordination
- Information tracking
- Training management
- Training delivery
Timeline
Call Center Supervisor
AT&T Wireless
06.2017 - 06.2022
Call Center Representative
Amazon
03.2015 - 06.2017
Call Center Representative
Xfinity Comcast
01.2013 - 03.2015
High School Diploma -
Bailey Magnet