Thomas Devlin
Lafayette,LA
Summary
Authorized to work in the US for any employer.
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Experienced Quality Call Center Monitor with over 7 years of experience in Customer Service Cellphone and Medical Industry. Excellent reputation for resolving problems and improving customer satisfaction.
Overview
9
9
years of professional experience
Work History
Call Center Quality Manager
Talent World Group
Budapest, Hungary
11.2020 - Current
- Supported company in maintaining work environment focused on quality, communication, collaboration, integration and teamwork.
- Created and achieved product quality objectives and met product specifications.
- Fixed identified issues to increase productivity and boost workflows.
- Developed and audited practices, programs and reporting system metrics for optimal efficiency.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Instituted quality systems within organization encompassing training, corrective and preventive action.
- Recruited and developed employees for Quality Call Monitoring department
- Supervised staff of 30-50 personnel by implementing company policies, protocols, work rules and disciplinary action
Technical Support Specialist
Concentrix
Freemont, CA
04.2019 - 10.2020
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across 4 time zones
- Assisted customers in identifying issues and explained solutions to restore service and functionality
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks
- Explained technical information in clear terms to non-technical individuals to promote better understanding
- Documented all transactions and support interactions in system for future reference and addition to knowledge base
- Assisted with Cellphone Devices including Mac, Apple Devices, and Apple Watch involving password resets, activation lock requests, software reinstalls, and appointments for hardware service requests
- Handled all billing issues involving I-tunes related purchases on Apple Devices, Android, Mac, and PC devices
- This included subscriptions, cancellations, refunds, in app purchase, third party apps, and gift cards.
Customer Service Representative
AMAZON.COM
Seattle, WA
05.2018 - 09.2018
- Confer with customers by telephone or in-person to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints
- Recommend improvements in products, packaging, shipping, service, or billing methods and procedures to prevent future problems
- Refer unresolved customer grievances to designated departments for further investigation.
- Updated account information to maintain customer records
- Clarified customer issues and determining root cause of problems to resolve product or service complaints
- Handled new, existing, returning, and irate customers in fast-paced virtual call center setting in coordination with solid team of 100 customer service associates
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals
- Met customer call guidelines for service levels, handle time and productivity
- Managed timely and effective replacement of damaged or missing products
- Responded to customer requests, offering excellent support and tailored recommendations to address needs
- Followed up with customers about resolved issues to maintain high standards of customer service
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences
CSR 2
TRANSCOM INC
Denver, CO
06.2017 - 01.2018
- Read technical manuals, confer with users, or conduct computer diagnostics to investigate and resolve problems or provide technical assistance and support
- Refer major hardware or software problems or defective products to vendors or technicians for service
- Answer user inquiries regarding computer software or hardware operation to resolve problems
- Install and perform minor repairs to hardware, software, or peripheral equipment, following design or installation specifications
- Handled over 60 calls per shift signing up new customers, retrieving customer data, presenting relevant product information, and canceling services
- Followed through on all critical inter-departmental escalations to increase customer retention rates
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences
- Effectively communicated with customers about account changes, new Cellphone products or services, and potential software or equipment protection upgrades
- Delivered prompt service to prioritize customer needs
- Maintained up-to-date knowledge of product and service changes
- Collected and analyzed customer information to prepare product or service reports
Quality Supervisor
STAR TEK INC
Greely, Colorado
01.2006 - 12.2010
- Read, analyzed, and interpreted complex procedures and regulations while drafting general correspondence to facilitate administrative processes.
- Hired, managed, developed, and trained staff, established and monitored goals, conducting performance reviews, and administered salaries for staff.
- Completed bi-weekly payroll for 50 employees.
- Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
- Developed highly-efficient administrative team through ongoing coaching and professional development opportunities.
- Kept high average of quality performance evaluations over 5 year period.
- Promoted adherence to quality standards by educating CSR 1 and CSR 2's on quality control.
Education
Bachelor of Arts - Pre Law
Louisiana College
Pineville, LA05.2000
High school diploma -
Glenmora High School
Glenmora, LA05.1993
Skills
- Technical Support
- IOS
- Software Troubleshooting
- Android
- Assessments
- Customer Focus & Orientation — Highly Proficient
- Responding to customer situations with sensitivity
- Full results: Highly Proficient
- Technical Support: Customer Situations — Highly Proficient
- Responding to technical support situations with sensitivity
- Verbal Communication — Expert
- Performance Tracking and Evaluations
- Internal Audits
- Compliance Evaluations
- Quality Assurance
- Service Quality
Timeline
Call Center Quality Manager
Talent World Group
11.2020 - Current
Technical Support Specialist
Concentrix
04.2019 - 10.2020
Customer Service Representative
AMAZON.COM
05.2018 - 09.2018
CSR 2
TRANSCOM INC
06.2017 - 01.2018
Quality Supervisor
STAR TEK INC
01.2006 - 12.2010
Bachelor of Arts - Pre Law
Louisiana College
High school diploma -
Glenmora High School
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