Overview
Work History
Education
Skills
Accomplishments
Certification
Timeline
Generic

Tory Ellington

Atlanta,Georgia

Overview

27
27
years of professional experience
1
1
Certification

Work History

Customer Service

AT&T
Atlanta, GA
08.2004 - Current
Responsible for handling customer service inbound calls for the High Speed Internet (DSL) product.
  • Effectively managed a high-volume of inbound customer calls with tact and professionalism.
  • Answered a constant flow of customer calls with up to 10 calls in queue per hour.
  • Defused volatile customer situations calmly and courteously.
  • Accurately documented, researched and resolved customer service issues.
  • Handled Team Lead duties
  • Worked as a (CRT) Customer Recovery Team specialist
  • Responsible for handling and resolving irate customer complaints for accounts that were disconnected in error
  • Handled order fall-outs as a (NBO) National Back Office specialist

Customer Service

GE Capital
Atlanta, GA
01.2001 - 08.2003
Responsible for handling customer billing inquiries via phone and Internet, processing loan applications and performing data entry for consumer and commercial pre-approved applications
  • Maintained number of customer questions answered at 75+ per day
  • Member of the Bridge Coach training program which increased number of employees trained in current procedures by 20%
  • Served as team mentor, sharing product knowledge with peers to increase team productivity
  • Worked with audit specialist team to provide a detail review of over 3,000 aging accounts
  • Maintained excellent job ratings and attendance which contributed to improving call center's overall service levels

Sales Representative

Dial America Marketing (Summer Job)
North Charleston, SC
05.1999 - 08.2000
    Responsible for handling customer service inbound and outbound calls for new credit card account holders
  • Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment.
  • Provided accurate, detailed account information which helped reduce total number of incoming customer calls
  • Introduced additional features of credit card to new customers which increased the usage of account

Telephone Repairman

Home Telephone (Summer Job)
Moncks Corner, SC
05.1997 - 08.1998
    Responsible for installing, repairing and trouble shooting telephones for customer in local area
  • Troubleshot problems with telephone service as needed to maintain customer satisfaction and loyalty
  • Installed and repaired between 15-18 combined orders and trouble tickets per day
  • Drilled holes for wiring in wall studs, joists, ceilings and floors.
  • Programmed and troubleshot devices following installation.

Education

Bachelor of Science - Marketing

South Carolina State University
Orangeburg, SC
May 2000

Skills

  • Schematics interpretation
  • Installation and repair specialist
  • AC/DC control circuitry knowledge
  • Advanced mathematical aptitude
  • Strong Analytical and problem solving skills
  • Customer service-oriented
  • Excellent communication skills
  • Effective multi-tasker

Accomplishments

  • Employee of the month May 2003 for exhibiting stellar performance and consistently exceeding in quality
  • Recipient of the GE "Bright Stars of Success" Award for months of June, July and August of 2002 for Top Performance
  • Recipient of the 2002 GE "Bright Lights" Award given to employees who contributed significantly to the overall success of the business

Certification

  • Applied Professional Training School - Basic Electricity- Qualified on AT&T Basic Electricity Test
  • Applied Professional Training School - Basic Electronics

Timeline

Customer Service

AT&T
08.2004 - Current

Customer Service

GE Capital
01.2001 - 08.2003

Sales Representative

Dial America Marketing (Summer Job)
05.1999 - 08.2000

Telephone Repairman

Home Telephone (Summer Job)
05.1997 - 08.1998

Bachelor of Science - Marketing

South Carolina State University

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Tory Ellington