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Click here or scroll down to respond to this candidateCandidate's Name
Cell: PHONE NUMBER AVAILABLEEmail: EMAIL AVAILABLEOBJECTIVETo strategically implement problem-solving techniques that strengthen external and internal relationships and exemplify stellar support by delivering best in class results that positively impact the client experience.Education:University of Phoenix BS Applied Psychology, Media &TechnologyUniversity of Phoenix associate degree BusinessUnited States Navy TlcommunicationsCompTia A+ CertifiedCompTia Network + CertifiedCisco CCNAWork Experience:Points of Light Inc. Customer Care Manager Apr. 2019 - PresentEstablished processes and procedures for management of the enterprise email and inbound/outbound call concerns and issues by utilizing the support team members (business owners, subject matter experts, and the customer care support team) to support and advocate on behalf of the organizations clients.Manage priorities, communicate status, and identify additional needs through trend analysis utilizing Salesforce Service Cloud reporting.Developed a Customer Service roadmap; reviewed and validated its functionality throughout its lifecycle to ensure it satisfied unique customer requirements and business needs.Managed the implementation of the Salesforce Omni-Channel Routing process in support of the enterprise email and voicemail queue.Systems and applications used; Salesforce Service Cloud, HubSpot, and Survey Monkey Apply.Supported Programs and Events - Disney Family Volunteer Service Rewards, Presidential Volunteer Service Awards, Engage Volunteer Hub, Points of Light Conference, Lowes 100 Hometown Project, George H.W. Bush Awards, Network Affiliates Strategic Thought Leadership Committee, Community for Employee Civic Engagement, and Points of Light CommunityApple Inc. At Home Advisor iOS, Mac OS, Beats, and Account Security Advisor Aug 2016 - Apr 2019Handled escalations and consultations for T1 advisorsProvided support for any Apple Id related issueProvided Peer to peer support and mentoring via team online chat rooms and emailProvided technical support for iOS devices, Beats products, and Mac computersProvided Peer to peer support and mentoring via team online chat rooms and emailThe Home Depot Store Support Center Resolution Expeditor Nov 2014 Jul 2015Assisted customers with issues relating to store experiences, installations, purchases, and product deliveriesWorked with vendors, manufacturers, and service providers to resolve warranty, installation, product availability, scheduling, or delivery related issuesReporting system CRM SAPVerizon Wireless Call Center Agent, Alpharetta GA Apr 2010 Oct 2014Technical Support SupervisorResponsible for driving productivity and performance based on KPIsProvided ongoing coaching, mentoring, and development focusing on the representative performance opportunitiesMonitored representative performance trending based a report analysisCalibrated team performance in operation reviews with, peer Supervisors, Associate Directors, and DirectorManagement Support Team - handled escalations for management, provided peer floor support, conducted team meetings, and assisted with conducting training for representatives returning for STD or IFMLATransition AssistantSupported Customer Care new hire transition teams.Identified new hire behaviors that negatively impacted performance and developed action plans designed to improve those behaviors.Conducted product knowledge, system navigation and tool utilization classroom trainingDirect Buy Service Supervisor Apr 2007 Jan 2010Supervised Member Services, the Showroom, Product Specialist, Interior Designers, Cabinet Designers, and Warehouse personnelWorked with members, suppliers and manufactures to resolve problem orders and service issues |
