Chuck
PO Box 361573 Decatur, GA 30036
[email protected]
OBJECTIVE
To secure a rewarding, challenging, and promising position that provides opportunities for growth and use of my Customer Service and Computer Skills.
EDUCATION
Shaw University, Raleigh, NC
Wake Technical Community College, Raleigh, NC
EXPERIENCE
BEAUTY INDUSTRY, Lithia Springs, GA July 2002-Feburary 2004
Customer Service Representative
- Assist Clients in a Call Center Environment regarding Hair Care Products
- Assist Clients Via Email and Instant Messenger
- Answer questions regarding the proper usage of hair care products
- Input complaint and concerns in a Database
- Educate customers about the reasons of hair loss
- Suggest the proper hair care products that are suitable for the client
TELECOMMUNICATIONS COMPANY, Fayetteville, NC June 2001-May 2002
Customer Service Team Manager
- Manage a team of approximately 10-15 representatives
- Monitor Statistical Performance to ensure that customer service representatives are meeting the company's goals
- Coach and develop representatives on providing top quality customer service
- Develop customer service representatives to achieve their career goals
- Monitor calls and coach representatives on performance
- Create incentive plans to increase performance to meet business objectives
- Monitor charges and credits issued by customer service representatives and ensure appropriateness
- Handle calls that are escalated and determine a suitable resolution for both the company and the customer
TELECOMMUNICATIONS COMPANY, Raleigh, NC January 2001-June 2001
Quality Assurance Manager
- Observe and monitor customer service phone calls to ensure that correct information is given and Dynamic Customer Service is exhibited
- Provide feedback to customer service representatives on methods of delivering continuous quality and superior service to telecommunications customers
- Score customer service representatives on quality performance
- Provide modeling and coaching initiatives to customer service representatives to improve call excellence
- Deliver training through classroom instruction to employees on the latest promotional plans and techniques to improve service
TELECOMMUNICATIONS COMPANY, Raleigh, NC October 1999-January 2001
Customer Service Assistant Manager
- Correspond with customers and work closely with management on various projects
- Ensure that customer service representatives are properly assisting customers
- Lead approximately 80-90 customer service representatives by walking the floor and answering billing, equipment, network, system, and rate plan questions
- Implement incentive programs to improve the performance of customer service representatives
- Monitor abandon rate and call volume
TELECOMMUNICATIONS COMPANY, Raleigh, NC September 1998-October 1999
Customer Service Representative
- Answered 60-70 calls per day
- Provided billing answers to customers
- Recommended service plans and ancillary features to customers
DELIVERY COMPANY, Raleigh, NC May 1997-September 1998
Delivery Driver
- Responsible for delivering packages to business clients throughout the state
- Worked individually in a safe manner to deliver packages on time
COMPUTER SKILLS
Proficient In Windows 95/98/NT/2000/XP
Proficient in Lotus SmartSuite 2000
DESKTOP CERTIFICATIONS
MICROSOFT WORD 2002 EXPERT CERTIFICATION
MICROSOFT WORD 2000 SPECIALIST CERTIFICATION
HARDWARE CERTIFICATIONS
CompTIA A+ CERTIFICATION
AWARDS
WORLD CLASS CUSTOMER SERVICE AWARD (BELLSOUTH MOBILITY DCS)
REFERENCES AVAILABLE UPON REQUEST