Lead-Coordinator Customer Service
November 1997 to April 2010
Assisted with customer technical issues ranging from accessing of accounts via company website to troubleshooting customer's cellular and wireless equipment via 800 inbound phone lines and assisted with system challenges as they relate to customer usage and access across the United States. Also instructed and assisted 1000+ team members, ranging from entry level to supervisory level, with technical information as it related to troubleshooting customer's cellular equipment, company database navigation and research in dealing with various processes and procedures both remotely via internal phone lines, email and face to face.
Assisted supervisory staff with agent performance tracking, identifying performance levels and potential behavioral patterns while creating and implementing process improvements as needs dictated.
Resolved escalated issues with external customers concurrent with assisting 200+ entry level Customer Service Representatives in a training capacity both in person and remotely via internal phone lines, with issues ranging from; billing, product troubleshooting, computer navigation, and internal processes and procedures while maintaining accepted target levels. Also answered inbound calls assisting customers with various questions regarding billing, account status, available products and promotions.
Customer Service Representative
October 1994 to November 1997
Answer inbound calls on national 800 line assisting customers with various questions regarding product information and program requirements. Assisted mail department in processing of an assorted array of correspondence relating to customer orders and concerns. Also involved in processing many other general projects dealing with a wide range of customer issues in other non-related departments.
General Assistant/Reservation Sales Agent
February 1994 to October 1994
As General Assistant Operated in a high stress multi-tasking environment answering phones, directing incoming foot traffic and directly assisting the Benefits Director with various projects regarding Human Resource functions. Reorganized Human Resources Department improving many aspects from employee literature request process to new hire testing procedures. Reservation Sales Agent - Answer inbound calls on national 800 line. Concentrated on helping customers in the procurement of nightly lodging within the continental United States.