Traci Korbas

Syracuse

Summary

Detail-oriented professional with 25+ years of experience in call center environments and a proven knowledge of customer communication, conflict resolution, and leading a team. Aiming to leverage my skills to successfully fill the Supervisor of Procure to Pay role at your company.

Overview

years of professional experience

Work History

Fiber Support Technician

VERIZON

09.2014 - Current

Receive calls from customers and assist with their technical issues having to do with their internet, phone or television service
Ask probing questions, enter data into the systems, run diagnostics and analyze results
Use other internal systems to research information to assist in resolving customers’ issues
Interact with other departments to obtain information or to assist with completing tasks

Business Class Phone Operations

TIME WARNER CABLE

01.2005 - 08.2014

Reviewed phone orders to maintain accuracy and low invalidation percentage
Pull, organize and analyze reports for daily analysis and for monthly reports
Maintain a daily working relationship with all sales, provisioning and scheduling teams to ensure orders are placed in a timely manner as well as being accurate to reduce interruptions for the customer
Create Methods and Procedures documents on crucial processes needed to ensure order accuracy
Enter and review data in Salesforce for order accuracy and timely correspondence and installations

Team Leader

THE SUTHERLAND GROUP

04.2000 - 01.2004

Supervised a team of representatives in a sales environment
Coached representatives on issues such as monitoring, attendance and sales performance
Handled escalated calls on the floor as well as handled any follow-up needed
Communicated any changes in policy or products to the team members
Conducted interviews and hired new candidates
Trained new hires on the floor for order entry and sales techniques
Compiled spreadsheets for productivity, utilization, billable hours, sales tracking and other various metrics

Education

High School Diploma -

WEST GENESEE HIGH SCHOOL

SYRACUSE, NY

06-1998

Skills

Team leadership
Verbal and written communication
Customer service
Cross-functional teamwork

Coaching and mentoring
Remote support
Troubleshooting abilities

Timeline

Fiber Support Technician

VERIZON

09.2014 - Current

Business Class Phone Operations

TIME WARNER CABLE

01.2005 - 08.2014

Team Leader

THE SUTHERLAND GROUP

04.2000 - 01.2004

High School Diploma -

WEST GENESEE HIGH SCHOOL

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