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Click here or scroll down to respond to this candidateCandidate's Name
EMAIL AVAILABLEStreet Address W Main St PHONE NUMBER AVAILABLELiberty, SC Street Address PHONE NUMBER AVAILABLEProfile: Over 18 years of experience as a dedicated professional, possessing a versatile customer service skill set, collaborative leadership and multi-tasking aptitude cultivated within the vigorous, fast paced corporate level call/contact center environment. Professional Strengths:x Energetic and reliable team playerx Strong verbal, written, and interpersonal skills x $GDSWDELOLW\ able to quickly prioritize and shift job duties x Problem VROYLQJ enjoy seeking solutions to challenging issues x Organized- attention to detail to meet goals/deadlines and increase productivity Experience:Salem Leasing Corp. Greenville, SCBreakdown Coordinator 10/14 to 07/15yHandled nationwide incoming calls and email requests for mechanical breakdown assistance, accident reports, rental units, non emergency preventative maintenance, and ComCheck payments for Salem Leasing customers and National Lease Member Affiliates yDiagnosed and assessed nature of unit failure. Provided instruction for operator troubleshooting and resolution when possible. When operator resolution failed, obtained drivers location, unit specifics, contents of freight, and delivery schedule, with special attention to time sensitivity and legal procedures on carriers with classified hazardous nuclear materials yDispatched vendors for repairs. Notified all channels including service managers, client dispatch and corporate level management when needed yResponsible to maintain and document active calls until deemed closed. Kept drivers informed of any delays with vendors, communicated with vendors as to recommended course of action, authorized repairs and payments for services directly to vendors upon completion of serviceyPrepared leasing agreements for rental equipment for out of service units, in house accounts and National Lease Affiliatesy On the Job trained and mentored new hiresy Assisted walk-in's, directed clients to appropriate department and shop locations Candidate's Name Page 2American Automobile Association- AAA NY INC Newburgh, NY Call Center Team Leader 03/99 to 08/13x First line of contact for policy enforcement, supervisor calls, and member concerns. Field incoming calls from AAA call counselors, AAA/CAA members, AAA affiliate stations, AAA Fleet Management and AAA National Officex Assign daily work responsibilities to team members as needed x On the job train and mentor new hires and permanent staff as needed for various grade levels customer service and system trainingx Identify, prevent, and troubleshoot situations that could result escalation. Prepare and offer solutions prior to escalation of call including but not limited to; mediate with affiliate stations, secure alternate service providers, give referrals for alternate transportation, place courtesy calls to employers, keeping members informed of any updates or changes in service while operating under a very fast paced high pressure environment x Coordinate, dispatch, and monitor Emergency Roadside Service calls for multiple territories to AAA affiliate service providers simultaneously. Verify and obtain additional information as necessary ensuring that all calls are properly documented in a concise and professional manner in accordance with AAA NY standardsx Assist member/prospective member inquiries, join new members/add associate members, renewal payments, explanation of benefits, upgrades, inter-club transfers, member advocacy, NYS DMV Driver Improvement Program registration, website navigation, Auto trip planning, Triptik, map/tour book requests, verbal driving directions. Cross sell additional member benefits, services and partner programsETC Electronic Tabulation Company Montgomery, NY Call Center Training Administrator/Supervisor 01/97 to 03/99 x Developed, updated, and distributed training modules. Introduced and implemented changes in training procedures when necessary to meet client needs and contract expectations including telephone etiquette, customer service standards, and computer system upgrades with specific focus on representative development and client retention x Monitored calls with focus on identifying developmental opportunities, quality of service, provided substantive one on one performance and corrective feedback with emphasis placed on LQGLYLGXDO V learning stylex Conducted new hire orientation, including reviewing employee handbook, company policies, procedures, expectation, and schedule changesx Prepared performance reviews of new hires. Provided assessments and recommendations regarding permanent placementx Supervised customer service representatives on the call center floor, handled supervisor calls as neededx Processed payroll for new hires and compensations for on-the-job training coaches |
