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Click here or scroll down to respond to this candidateCandidate's Name
EMAIL AVAILABLEPHONE NUMBER AVAILABLE (mobile)Professional Customer Services SpecialistApple Inc.November Street Address -Current Responsible for improving customer retention through programs and service provided to the customer
Utilizes mechanized systems to initiate and complete service orders and handle customer requests
Continually maintain working knowledge of all company products, services and promotions Makerecommendations according to customer's needs on features, accessories, upgrades and rate plans
Utilize operational systems to process purchases of Apple products and services; i.e. collections,payments for bills and accessories products, features, equipment and accessories Responsible forcredit/inbound and outbound collections, activations,, E-services, revenue, fraud, business andtechnical/roaming support inquiries Excellent team coaching, training, facilitation and developmentskills Excellent oral and written communication, including presentation skills Excellent customerservice skills PC literate, including Microsoft Office products Analytical and interpretive skillsExcellent interpersonal skills Excellent negotiation skills Ability to work in a team environmentAbility to meet or exceed PerformancesCustomer Service Team ManagerAT&TMarch 2007- Novemeber 2015Memphis, TennesseeDeliver service and support to end-users using and operating automated call distribution phone software,via remote connection or over the Internet; Interact with customers to provide and process information inresponse to inquiries, concerns, and requests about products and services; Gather customersinformation and determine the issue by evaluating and analyzing the symptoms; Diagnose and resolvetechnical hardware and software issues involving internet connectivity, email clients Proper phoneetiquette; Ability to speak and write clearly and accurately; Demonstrated proficiency in typing andgrammar; Knowledge of relevant software computer applications and equipment; Knowledge ofcustomer service principles and practices; Effective listening skills; Willingness to cooperate withothers and work to the greater goodMotivate and encourage agents through positive communication and feedbackMeet at least once each week with your team. At a minimum, review the following topics:Review the past week's events, including statistics, results and industry news.Disseminate new product information to the agents.Present commendations and awards.Communicate company information.Perform at least one monitoring evaluation with each agent every two weeks |
