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Click here or scroll down to respond to this candidateCandidate's Name
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PHONE NUMBER AVAILABLE EMAIL AVAILABLEOBJECTIVE: To secure a challenging position for personal and professional growth, with anopportunity for advancement.SUMMARY OF QUALIFICATIONS:Over 25 years of experience in Customer OperationsHighly motivated and results driven leaderPassionate advocate of excellent Customer ServiceCertified Customer Service ManagerProven ability to perform multiple tasks in a highly productive environmentPROFESSIONAL EXPERIENCE:AT&TChicago, IL 2018-2021Customer Service AgentProvided knowledgeable responses to telephone inquiries in a courteous and professional manner.Maintained up-to-date knowledge of AT&T policies and procedures in order to service the customer in a positive manner.Adhered to the Privacy Act as it related to the confidentiality of information released.Advised customers of products that would be rewarding to their current package, added and deleted products that customer needed or didnt need.Responded to telephone inquiries within the set department time parameters.The Chicago LighthouseChicago, IL 2015-2018Customer Service AgentProvided knowledgeable responses to telephone inquiries in a courteous and professional manner.Maintained up-to-date knowledge of the Illinois Tollway regulations and policies as they apply.Adhered to the Privacy Act as it related to the confidentiality of information released.Activated retail-purchased transponders; replaced transponders and redeemed gift cards.Opened, split, and closed customer accounts.Responded to telephone inquiries within the set department time parameters.HSBC BANKElmhurst, IL 2011-2015Mortgage SpecialistHandled multiple tasks in a fast-paced environment, which lead to meeting/exceeding company objectives of preventing Foreclosure.Handled approximate 60-90 in/outbound calls per day to consistently work with the customers to bring the account to a positive resolution.Worked with other departments/agencies to obtain the best solution for the customer, as well as the company.Maintained knowledge of current State and Federal Laws to insure no violations.Focused on saving the company money due to uncollectable revenue, by keeping in contact with the customers to ensure a win-win resolution.AT&TSchaumburg, IL 1995-2010Customer Service ManagerManaged a team of 15 in-bound call taking representatives.First point of contact for representative issues.Maintained adherence to departmental policies and procedures.Maintained knowledge of in-house applications.Managed all attendance and performance related issues for representatives.Reviewed all performance data through in-house applications.Worked closely with immediate and all teams to ensure One Call Resolution and Quality Customer Service.Created and delivered a positive and rewarding work environment.Coached, directed, motivated, and appraised performance of representatives.Wrote and conducted Annual Performance Appraisals.Conducted monthly one on one meetings with teamrepresentatives.AT&T Training Manager for Out Source Centers 2009-2010Observed customer calls and evaluated behaviors in accordance with Quality Assurance guidelines.Ensured that each call center out source manager and representative received required assistance in all areas of the call.Trained Out Source Managers on how to manage a call and the representative for Quality Customer Service pertaining to AT&T expectations.Compiled statistics to report on quality results for individuals and teams.Provided individual feedback clarifying behaviors to Call Center Management Teams.Conducted side-by-side monitoring as needed to support.Customer Service Representative, Floating Manager and Administrative ManagerSKILLS:INTERNET, Microsoft Word, EXCEL and POWER POINT |
