William Isaac
Cedar Rapids,IA
Summary
Proven leader in enhancing customer service at US Cellular Wireless, adept in call center management and fostering team collaboration. Achieved significant improvements in customer satisfaction and service standardization. Excelled in complaint handling and relationship building, driving business development through strategic support and performance analysis. Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.
Overview
24
24
years of professional experience
Work History
Customer Service Director
US Cellular Wireless
01.2001 - Current
- Managed customer service effectiveness by monitoring performance and assessing metrics.
- Built strong relationships with field operations team to support business development opportunities and improve service.
- Managed customer service representative team, providing ongoing training and support to continuously improve team performance.
- Mentored junior team members, providing guidance on career development and fostering a culture of continuous learning within the department.
- Streamlined call center operations for improved efficiency and reduced wait times.
- Conducted regular performance reviews with staff, identifying areas of improvement and providing constructive feedback.
Education
GED -
Danville High School
Danville, IL06.1976
Skills
- Complaint Handling
- Call Center Management
- Customer satisfaction measurement
- Policy Enforcement
- Remote Team Management
- Team Collaboration
- Customer Engagement
- Relationship Building
- Call center experience
Timeline
Customer Service Director
US Cellular Wireless
01.2001 - Current
GED -
Danville High School
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