William Neal
Far Rockaway,NY
Summary
Experienced customer service professional with a strong track record of managing support teams and driving operational efficiency. Known for fostering collaboration among team members and consistently delivering results. Adaptable and quick to respond to changing needs, excelling in conflict resolution and staff training. Proven background in leading customer service teams, adept at providing top-tier support to ensure customer satisfaction.
Overview
14
14
years of professional experience
Work History
Video Repair Supervisor
SPECTRUM
11.2021 - Current
- Promoted a positive work environment through open communication channels, fostering team collaboration and high morale.
- Collaborated with other departments to address recurring customer concerns, improving overall service quality.
- Coached employees through day-to-day work and complex problems.
- Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.
- Enhanced team productivity through regular coaching, feedback, and performance evaluations.
- Demonstrated exceptional problem-solving abilities in navigating challenging customer scenarios and finding solutions that met their needs as well as aligned with company policies.
- Developed strong partnerships with cross-functional teams for improved collaboration and efficiency.
- Maintained up-to-date knowledge of company products and services, effectively communicating changes to the team for seamless customer support.
- Managed escalated calls successfully deescalating situations while ensuring satisfactory resolutions for both parties involved.
- Evaluated individual performance metrics to identify areas of improvement, providing targeted coaching to boost results.
- Reduced employee turnover by cultivating a supportive culture focused on professional growth opportunities and recognition of achievements.
- Monitored call center data to assess trends, proactively implementing solutions for identified issues.
President
LINDY'S PHONE REPAIR
01.2019 - Current
- Perform repairs on multiple electronic devices
- Increased customer satisfaction through continuous improvement initiatives and excellent customer service.
- Managed crisis situations effectively while minimizing disruption to daily operations.
- Prepared annual budget forecasts and monitored performance to meet organizational objectives.
- Drove revenue growth by expanding product offerings and identifying new market opportunities.
- Streamlined organizational processes by evaluating current systems and implementing improvements.
- Assist customers in purchasing new devices or providing a resolution to their technical issue
- Train employees with our POS system and other technical training with different devices
- Hired and managed employees to maximize productivity while training staff on best practices and protocols.
Video Repair Representative
SPECTRUM
05.2020 - 11.2021
- Assist the learning and development team with the New Hire Agents - as PDP Mentor
- Provide direct support to the agents to assist them while handle calls from customers as PDP Mentor
- Coach and develop New Hire agents as PDP Mentor
- Enhanced customer satisfaction by efficiently diagnosing and repairing various electronic devices.
- Consistently met or exceeded performance goals and customer satisfaction ratings.
- Utilized various diagnostic tools efficiently to accurately identify problems within Charter's products and services before initiating appropriate solutions for successful resolution.
Customer Service Lead
RENEGADE FURNITRE
12.2017 - 10.2018
- Managed all issues after deliveries are attempted / completed
- Managed all escalated issues of customers being unsatisfied with their experience from the company
- Enhanced customer satisfaction by resolving complex issues and providing timely solutions.
- Trained, oversaw, and mentored new team members to strengthen performance and job expertise.
- Improved team efficiency by implementing new training procedures and streamlining work processes.
- Managed high call volumes while maintaining a professional demeanor, resulting in increased customer loyalty.
- Exceeded performance goals consistently through effective communication and problem-solving skills.
- Work directly with freight companies and manufacturers to resolve all issues
Customer Service Lead
WORLD COURIER
12.2014 - 12.2017
- Check all routes entered by staff and make sure logistically the fastest possible route is selected
- Review all customs and government agency paperwork is attached and accurate
- Review all orders for the team and make sure no compliance issues are found
Customer Service Supervisor
SLEEPYS
08.2012 - 12.2014
- Monitor individual and team performance to ensure quality standards are being met
- Assisted with all escalated issues from my current team as well as the other teams
- Develop representatives to be more effective in their roles by providing coaching and team workshops
- Monitor attendance issues and process vacation and request off days
Customer Service Supervisor
POSITIVE PROMOTIONS
01.2011 - 10.2014
- Handled all escalation calls from customers that requested a supervisor or provided negative feedback on the company
- Reviewed calls from representatives for quality assurance to make sure correct process and policies were being followed
- Provided coaching to representative based on performance
- Develop representatives to be more effective in their roles by providing coaching and team workshops
- Monitor attendance issues and process vacation and request off days
Education
Bachelor of Science - Cyber Security
Purdue Global University
West Lafayette, IN05-2026
Executive Management Certified - Business Administration
MSI
Downingtown, PA06-2019
Project Management - Lean Process Certified - Project Management
MSI
Downingtown, PA05-2019
AS - Computer Science
Suffolk Community College
11717, NY03.2006
Skills
- Training and mentoring
- Staff Motivation
- Escalation management
- Inter-department collaboration
- Goal attainment
- Staff assignments and supervision
- Team productivity
- Report Generation
- Problem-solving abilities
- Team Management
- Team building
References
References available upon request
Timeline
Video Repair Supervisor
SPECTRUM
11.2021 - Current
Video Repair Representative
SPECTRUM
05.2020 - 11.2021
President
LINDY'S PHONE REPAIR
01.2019 - Current
Customer Service Lead
RENEGADE FURNITRE
12.2017 - 10.2018
Customer Service Lead
WORLD COURIER
12.2014 - 12.2017
Customer Service Supervisor
SLEEPYS
08.2012 - 12.2014
Customer Service Supervisor
POSITIVE PROMOTIONS
01.2011 - 10.2014
Bachelor of Science - Cyber Security
Purdue Global University
Executive Management Certified - Business Administration
MSI
Project Management - Lean Process Certified - Project Management
MSI
AS - Computer Science
Suffolk Community College
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