Summary
Overview
Work History
Education
Skills
Timeline
Generic

Randy Pratt

Ashland,KY

Summary

Experience Customer Service professional with technology background, knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.

Overview

19
19
years of professional experience

Work History

Video Solutions Specialist

DirecTV
02.2012 - Current
  • Enhanced customer satisfaction ratings by resolving issues efficiently.
  • Managed multiple high-profile projects simultaneously, balancing competing priorities while maintaining a focus on quality outcomes.
  • Identified opportunities for upselling additional services, resulting in increased revenue for the company.
  • Tested new software and hardware prior to deployment.
  • Fostered a customer-centric culture within the team by consistently reinforcing the importance of empathy, understanding, and patience in all interactions with clients.
  • Summit Winner for being top 3% in the enterprise. This was accomplished by focusing on excellent customer service. Also chosen to sit at the Regional VP's table.
  • Chosen for various special projects on numerous occasions including performing as a stand-in Team Manager multiple times. Built lasting relationships with the people and built a great team in each instance.
  • During one of the stints as a stand-in Team Manager, lead team to increase Premium Channel Sales by 400% resulting in being awarded a trip to Hawaii.

Team Manager

AT&T Mobility
05.2005 - 01.2012
  • Established and maintained performance, quality and service standards for professional customer care.
  • Cultivated positive, productive team environments, resolving conflicts quickly.
  • Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
  • Coordinated team collaboration to share ideas and build best practices.
  • Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
  • As Team Sales Manager, was among first teams to spearhead release of U-Verse Television and consistently ranked among top three. Also put in charge of motivating sales floor and providing recognition.

Education

Computer Service Technician - Technology

Baker University
Baldwin City, KS
02.2009

Network Computer Technician - Technology

Baker University
Baldwin City, KS
02.2009

Voice Over Internet Protocol - Technology

Baker University
Baldwin City, KS
02.2009

High School Diploma -

Paul G. Blazer High School
Ashland, KY
05.2000

Skills

  • Strong Interpersonal and Communication skills with a passion for team building and creating lasting professional relationships
  • Proficient in identifying behavioral trends and working with individuals to create a plan of action to drive performance
  • Excels at de-escalating customers by showing empathy and a true desire to address their concerns
  • Can motivate team members with a positive, upbeat attitude that creates an enjoyable yet productive working atmosphere
  • Fast learner and quickly becomes a subject matter expert
  • Calm Under Pressure

Timeline

Video Solutions Specialist

DirecTV
02.2012 - Current

Team Manager

AT&T Mobility
05.2005 - 01.2012

Computer Service Technician - Technology

Baker University

Network Computer Technician - Technology

Baker University

Voice Over Internet Protocol - Technology

Baker University

High School Diploma -

Paul G. Blazer High School

Similar Profiles

CREATE PROFILE
Randy Pratt