Hardworking employee with customer service, multitasking, and time management abilities. Devoted to giving every customer a positive and memorable experience.
Overview
8
8
years of professional experience
Work History
Sales and Services Through American Express Card Members Exclusively
Teleperformance
Fort Wayne, IN
12.2019 - 04.2020
Adhered to the customers' needs with any American Express related issues (collections, booking flights/hotels/car rentals)
Provided astounding account maintenance and management
Dealt with large monetary valued bookings but kept all consumer information safe within the systems for their safety as well as the companies.
Managed overbooking situations in an efficient manner while maintaining customer satisfaction.
Maintained accurate records of all bookings including fare rules and restrictions.
Assisted customers with reservations, seat selection, flight changes, refunds, and other travel related services.
Resolved customer complaints by providing the best possible solution that meets their needs.
Advised passengers of any delays or cancellations in a timely manner.
Coordinated meals for special dietary requests onboard flights.
UAT- User Acceptance Tester Group
Frontier Communications
Fort Wayne, IN
05.2018 - 11.2019
Special Internal Group that tests each System utilized by Internal Call Centers/Vendors/Aggregators and any other outsourced System
Able to develop and implement Testing providing swift Corrective Actions reducing loss of revenue for the Company as a whole
Accustomed to working in complex, Project-based environments, Multifaceted experience in QA software testing
Able to track all defects found internally and communicate with The Development team on the status of each defect for efficient fixes in a fast-paced environment
Strong Organization skills that demonstrate the ability to work effectively under tight deadlines, to meet project deadlines
Identify and pursue opportunities to achieve continuous improvement with each Project being tested before it is released to the general public/Call Centers etc.
Conducted exploratory testing sessions for newly developed features or bug fixes.
Generated detailed reports outlining the results of acceptance tests conducted on products prior to release.
Assisted with training users on new systems or changes made to existing ones.
Identified, tracked, and reported software defects in a timely manner.
Performed functional testing on web-based applications to ensure proper functionality and user experience.
Wrote and updated manual test cases for team use, maintaining optimal organization for maximum productivity.
Tested functionality, performance and compliance of each product against design specifications to maintain strong development standards and high customer satisfaction.
Completed unit and regression tests on software and individual modules.
Met project scope and delivery dates by planning optimal testing schedules.
Created and maintained database of common and known testing defects.
Worked with off-site teams to complete timely tests and facilitate smooth product releases.
Simulated software production environments to allow for enhanced testing.
Power Generation Equipment Repairer
Indiana Army National Guard
Fort Wayne, IN
03.2013 - 04.2019
Operated and maintained communications equipment
Performed maintenance on tactical utility, precise-generation sets, internal combustion engines and associated equipment
Interpreted and understood schematics diagrams to resolve issues in the wiring portion.
Completed repairs and maintenance service on mechanical, hydraulic and electrical systems.
Conducted regular tests on repaired components to ensure they meet operational requirements.
Inspected and tested electrical systems to ensure proper operation of the power generating equipment.
Maintained accurate records of all repair activities performed on each piece of equipment.
Inspected each unit at technical level to determine readiness.
Repaired or replaced damaged wiring and cables on power generation equipment.
Operated specialized tools used for repairing specific parts of the power generation system such as welding machines, lathes and drill presses.
Adhered strictly to safety protocols when working on high-voltage systems.
Performed repairs on related military equipment and vehicles.
Followed generator reset protocols set in place by DoD.
Communicated effectively with other team members to ensure timely completion of projects.
Carried out scheduled and routine maintenance on small and large generators.
Performed generator troubleshooting and diagnostics of equipment.
Prepared appropriate maintenance forms and records for accountability.
Reviewed electrical drawings and schematics to accurately complete work.
New Hire Class Trainer/Assistant Trainer
Frontier Communications
Fort Wayne, IN
01.2017 - 04.2018
Assisted New Hire Training Classes with all up to date guidelines in their first 8 weeks of being placed on inbound calls for the Contact Center
Accepted an acting Supervisor Role in the residential contact center to monitor over 18 consultants phone calls and teach them customer Service skills as new consultants
Implemented the Residential Call Center Call Flow at current time
Trained each consultant on various Sales techniques/Offers to find which best suits them to optimize comfort for the consultants (helps retain consultants) and Optimize Sales for the Team and Call Center over-all.
Delivered orientation sessions for new hires regarding company policies and procedures.
Provided technical assistance to instructors in setting up audio-visual equipment prior to classes.
Monitored trainee attendance and provided updates on absences or tardiness.
Collaborated with other departments such as IT and Human Resources to ensure smooth operations of the training program.
Updated course material regularly by researching current trends in the industry.
Prepared reports summarizing progress of trainees throughout their course duration.
Participated in brainstorming sessions with other team members to come up with innovative ideas for workshops or seminars.
Maintained a clean and organized classroom environment before and after each session.
Ensured that all necessary supplies were available for each class session.
Assisted with monitoring participants' activities during class sessions for safety purposes.
Organized and maintained learning records, documents, and databases.
Explained goals and expectations required of trainees.
Monitored, evaluated and recorded training activities or program effectiveness.
Participated in and attended meetings or seminars to obtain information for use in training programs.
Used role-playing, lectures, and simulations to present information in variety of instructional techniques and formats.
Obtained and organized manuals, guides and visual materials for development and training purposes.
Adapted teaching methods according to the needs of individual learners or groups.
Provided constructive feedback and positive reinforcement to keep trainees motivated.
Documented all training activities including attendance records, feedback forms, surveys.
Developed and coordinated trainings to help individuals learn company policies and procedures and job tasks.
Conducted training classes for employees on features and operation of products, client tools and processes.
Maintained up-to-date records of trainee progress and provided regular updates to management team.
Recommended changes or improvements in existing training processes as needed.
Resolved any issues raised by participants during the training session in a timely manner.
Customer Service Sales and Service In-Charge Position
Frontier Communications
Fort Wayne, IN
01.2016 - 01.2017
Worked with the Escalation department to resolve escalated issues consultants could not take care of on their level of approvals and guidelines within the Call Center
Worked with the Chat department to resolve customer issues and supported customers via chat
Accepted an acting Supervisor Role in the residential contact center to monitor over 18 consultants phone calls and teach them customer Service skills as new consultants
Answered Consultants questions about product availability and services.
Adhered to all company policies and procedures for processing sales transactions accurately and efficiently.
Developed an understanding of all products available in order to provide accurate information to customers.
Maintained knowledge of current promotions, policies regarding payment and exchanges, security practices.
Tracked daily sales activities using computerized systems.
Processed merchandise returns and exchanges promptly and professionally.
Offered suggestions for improvement when possible to increase customer satisfaction levels.
Provided information about warranties, manufacturing specifications and usage instructions.
Assisted other departments when necessary to ensure smooth operations of the store.
Resolved customer complaints in a timely manner to maintain positive relationships with customers.
Customer Service Sales and Consultant
Frontier Communications
Fort Wayne, IN
01.2015 - 01.2016
Coordinated between billing department and customers to resolve problems
Exceeded in customer satisfaction surveys every month
Documented all customer inquiries thoroughly and professionally
Referred unresolved customer grievances to designated departments for further investigation
Greeted Customers in a timely fashion, while quickly determining their needs.
Adhered strictly to all applicable laws and regulations pertaining to customer privacy rights.
Developed effective working relationships with team members across multiple departments.
Attended regular training sessions on updates and changes within the industry or organization.
Stayed current on relevant product and service offerings as well as competitor pricing models.
Participated in daily huddles with team members in order to discuss common goals and objectives.
Answered incoming calls from customers and provided assistance with product inquiries, billing questions, and other customer service related issues.
Provided accurate information regarding products and services while upselling additional products when appropriate.
Resolved customer complaints in a timely manner to ensure customer satisfaction.
Followed standard processes and procedures for proper escalation of unresolved issues to appropriate internal teams.
Performed follow-up calls as necessary to ensure satisfactory resolution of customer inquiries.
Monitored call queues in order to prioritize incoming calls by urgency or importance level.
Maintained high levels of professionalism while interacting with customers via phone or email.
Installer/Extractor
Fort Wayne Compactor Inc.
Fort Wayne, IN
03.2012 - 03.2013
Provided accurate measurements and estimates for all projects
Consistently assumed additional responsibilities and worked extended hours to meet project deadlines
Prepared and cleaned construction sites by removing debris
Loaded and unloaded compactors and parts using either a fork lift or another body for heavy lifting
Operated hand tools to drill quickly and efficiently
Connected and disconnected wiring, piping and tubing.
Education
Woodlan High School
Woodburn, IN
06-2014
Some College (No Degree) - Army Training For Job Occupancy
91 D Power Generator Repair School
Ft. Lee VA
Skills
Adherence to high customer service standards
Strong attention to detail with emphasis on accuracy and Quality
Able to Support multiple concurrent projects and meet deadlines
Ability to interface and develop partnerships with all levels of team members in various departments
Proactive and results-oriented
Customer-focused
Exceptional communication skills
Strong client relations
Creative Problem solver
Adheres to customer Service procedures
Skilled in Call Center Operations
Cultural Sensitivity
Sales proficiency
Customer Relationship Building
Investigating problems
Motivating employees
Sales expertise
Timeline
Sales and Services Through American Express Card Members Exclusively
Teleperformance
12.2019 - 04.2020
UAT- User Acceptance Tester Group
Frontier Communications
05.2018 - 11.2019
New Hire Class Trainer/Assistant Trainer
Frontier Communications
01.2017 - 04.2018
Customer Service Sales and Service In-Charge Position
Frontier Communications
01.2016 - 01.2017
Customer Service Sales and Consultant
Frontier Communications
01.2015 - 01.2016
Power Generation Equipment Repairer
Indiana Army National Guard
03.2013 - 04.2019
Installer/Extractor
Fort Wayne Compactor Inc.
03.2012 - 03.2013
Woodlan High School
Some College (No Degree) - Army Training For Job Occupancy