Hi, I’m
Sue Morton
Greenville,SC
Summary
Expert in customer care/communications, problem solving, relationship building and support. Obsessed with resolving complex customer escalations. Passionate about helping peers to create great customer experience, well versed negotiator who is driven and viewed as a leader in the business responsible for managing escalated customers, while demonstrating empathy and compassion and illustrating conflict management skills during heightened customer interactions.
Overview
20
years of professional experience
1
year of post-secondary education
Work History
Verizon Wireless, VirtualGreenville, SC
Customer Relations Team (Customer Service Support Coordinator)
2022.Oct - Current (2 years & 6 months)
Job overview
- Offered internal and external customers first-rate customer service to maximize satisfaction and business success.
- Provided primary customer support to internal and external customers.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Lead team meetings & team huddles.
- Call monitoring for quality and development of internal customers.
- Worked closely with supervisor teams to develop team to assure performance goals are met.
- Receive and respond to a high volume of telephone inquiries from internal and/or external customers and provide expert advice and solutions through problem resolution.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Addressed inquiries, resolved customer issues and managed customer relations.
- Followed policies and procedures to meet or exceed established performance requirements.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Educated customers on special pricing opportunities and company offerings.
Verizon Wireless, Call Center &VirtualCharlotte, NC
Customer Service Specialist
2012.Nov - Current (12 years & 5 months)
Job overview
- Perform customer service transactions, including but not limited to; equipment troubleshooting, call handling, billing, service and equipment inquiries and all other customer transactions.
- Handles and take ownership of customer escalations to minimizes transfers.
- Listens and responds appropriately in all customer interactions
- Manage customer relationships by performing the full range of customer service functions
- Uses common courtesy and discretion to achieve customer loyalty
- Empathizes and acknowledges customer to create trust and partnership
- Uses negotiation and problem-solving skills to resolve customer concerns
- Utilizes troubleshooting guides and Tier 1 troubleshooting on all calls that require device assistance
- Identify and assess customer needs based on interactions
- Troubleshoot and communicate technical answers clearly and concisely
- Takes accountability for and resolves all customer issues and follow up when appropriate
- Promote Customer Loyalty & Growth
- Review all customer account information while on calls to identify and match customer's need with the appropriate product and / or service (e.g., upgrades, adding a line)
- Utilize tools and resources on every call to make appropriate recommendations to customers
- Offers and educates on the benefits of products and services and explains how the recommendations will add value to the customer’s wireless experience
- Recognizes bells of churn and responds with effective recommendations.
ConvergysCharlotte, NC
Customer Service & Problem Resolution Rep
01.2011 - 08.2012
Job overview
- Interface with customers via inbound or outbound calls or the Internet to resolving routine problems with products or services
- Provide Comcast Customers with technical support and problem resolution via E-Mail, phone, or through technician dispatch
- Support customers who have questions about their bill, existing services or potential service enhancements and ensure that expectations have been met prior to ending the call
- Use probing to isolate issues with the customer personal equipment or Comcast services
- Activation assistance with new services for phone, cable internet
- Educate customers as to how to solve similar billing issues
- Work with customers who have accounts that are in past due status to ensure that they understand their options and do not experience any disruption in service
- Accept payments on customer accounts, answer questions about services customer subscribed to, and assisted with any other account maintenance
- Provide Billing Support
- Understand customer needs and expectations on every call to ensure an exceptional customer experience.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
Spherion, Aon HewittCharlotte, NC
Customer Service Associate
09.2010 - 12.2010
Job overview
- Handles incoming calls from our clients' employees, answer questions and sort out issues relating to healthcare benefits, 401K savings, life benefits, retirement plans, LOA, Payroll, other human resource related services
- Administer retirement, health care, and benefits for General Motor and Chrysler employees
- Help retirees with healthcare elections
- Handle lengthy or complex questions, about Primary Care Providers, Traditional Care Networks, and Health Maintenance Organization
- Explain how Medicare parts A, B, and D coordinate with health plan
- Worked on benefit calculations, data management, transaction workflow call backs and process improvements
- Research resources using online databases, reviewing documentations or consulting experts
- Practice active listening, probing, play-back, and style-matching skills to evaluate customer's needs
- Used a series of PeopleSoft, SAP, ADP, and Oracle to access records and service the customer
- Provide all pertinent information to the customer and document it using the appropriate call-tracking system to ensure first contact resolution.
Kelly Services
Home Advisor
05.2010 - 08.2010
Job overview
- Used technical expertise, creativity, and passion to improve people’s lives and put a smile on their faces, impress, engage, and inspire, all
- Serve as first point of contact for people with questions about iPhone
- Provide award-winning customer service troubleshooting and support
- Work independently from home
- Use technical skills to multitask across systems and applications, analyzing and resolving a variety of complex technical issues
- Develop and maintain a strong product and customer service knowledge base on a continuous basis via internal training opportunities, external sources, and self-education.
ManpowerGoose Creek, SC
General Office Clerk
01.2007 - 07.2008
Job overview
- Enthusiastically connect with each customer and provide an excellent experience with each interaction
- Made sure Swift truck drivers dropped off proper load or picked up proper load
- Maintain truck keys and order them by the day they would be picked up
- Ensure billing paperwork matched the load to pick up or dropped off
- Answer phone, data entry, maintain filing system printed and prepared memos as needed
- Open office for start of business and closed and prepared for the next business day.
- Offered diverse clerical support to office team members, managed correspondence, answered telephone calls and tracked documentation.
Mau, BoschNorth Charleston, SC
Production & Assembly
06.2006 - 12.2006
Job overview
- Perform manual labor along a production line
- Operate and troubleshot production line machinery and computers
- Perform minor repairs as necessary
- Operate production line machinery and computers and performed quality control
- Made adjustments as necessary to produce product within specifications
- Reject product outside of specifications.
Foodlion, FeastMoncks Corner, SC
Cashier, Office
05.2003 - 06.2006
Job overview
- Served as Front End Supervisor and Cashier
- Provided and excellent customer experience with each interaction
- Responsible for safe and till audits at the beginning and end of shifts to ensure accuracy of monies.
- Assist with training new associates.
- Provide change to cashiers as needed and assisted with key turns and overrides.
- Maintain current knowledge of office procedures and policies relating to cash reports, register checkups, deposits, checks, Western Union, Money Orders, Coin star
- Responsible for proper cash handling of store receivable, balance safe, tills, prepared all bank deposits, balance credit card receipts, and wic checks, responsible for morning opening of accounting, and weekending, printed all cash reports for daily and weekend close.
Education
Kaplan University
Associate of Applied Science from Accounting
05.2012
Pearson: Accelerated Pathways
Bachelor of Science from Accounting
10.2022 - Current
Skills
- TECHNICAL SKILLS
- Microsoft Office System: including Microsoft Word, Excel, Power Point, Access, and Outlook, Google Sheets
- Customer Retention Strategies
- Multitasking and Prioritization
- De-escalation Techniques
- Building Customer Trust and Loyalty
- Upbeat and Positive Personality
- Verbal and Written Communication
- Issue and Complaint Resolution
- Call Documentation
- Call Center Operations
- Customer Relations
- Technical Support
Timeline
Customer Relations Team (Customer Service Support Coordinator)
Verizon Wireless, Virtual
2022.Oct - Current (2 years & 6 months)
Pearson: Accelerated Pathways
Bachelor of Science from Accounting
10.2022 - Current
Customer Service Specialist
Verizon Wireless, Call Center &Virtual
2012.Nov - Current (12 years & 5 months)
Customer Service & Problem Resolution Rep
Convergys
01.2011 - 08.2012
Customer Service Associate
Spherion, Aon Hewitt
09.2010 - 12.2010
Home Advisor
Kelly Services
05.2010 - 08.2010
General Office Clerk
Manpower
01.2007 - 07.2008
Production & Assembly
Mau, Bosch
06.2006 - 12.2006
Cashier, Office
Foodlion, Feast
05.2003 - 06.2006
Kaplan University
Associate of Applied Science from Accounting
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