|
|
|
|
Customer Service Lead Resume
|
| Desired Industry: Customer Service/Technical Support |
SpiderID: 21144 |
| Desired Job Location: Sugar Land, Texas |
Date Posted: 5/29/2008 |
| Type of Position: Full-Time Permanent |
Availability Date: ASAP |
| Desired Wage: 40,000.00 |
|
|
U.S. Work Authorization: Yes |
| Job Level: Experienced with over 2 years experience |
Willing to Travel: Yes, Less Than 25% |
| Highest Degree Attained: High School/Equivalent |
Willing to Relocate: No |
Objective:
Brenda Evans
509 Bayou Dr
Richmond, Texas 77469
281-768-9675
Nayzia@gmail.com
COACH/ CUSTOMER SERVICE PROFESSIONAL/ TRAINER
Profile
More than 15 years’ successful experience in customer service and support with recognized strengths in account maintenance, problem-solving and trouble-shooting, sales staff support, and planning/implementing proactive procedures and systems for first call resolutions.
Possess solid computer skills.
Excellent working knowledge using All platforms of Windows, Microsoft Excel, WordPerfect, Microsoft Word.
Ability to train, motivates, and supervises customer service employees.
A team player, acknowledged as “Total Quality Customer Service Professional.”
Develop plan, conduct audits and variance analyses, process payroll and payroll tax reports and filings, and maintain/update accurate inventories when in retail.
Synopsis of Achievements
Increased customer retention by 88%, on pilot project of customer awareness.
Trained technical support as well as sales for soft skills achieving positive results and increase in sales.
Proactive planning led to notable increase in morale in all departments.
Created committees to raise moral on the floor and recognition for
Employees.
Handled sensitive issues as well with escalated onsite clients.
Employment
Dell Inc. Senior Customer Support Analyst, Round Rock, TX
2006- Present
Global Business Group Internal/External Support
Coach /Mentor New Hires
Missing Wrong Damage Server SME for team ( 20 reps)
Created Star of the Week program for peer recognition along
with fun committee events
Assisted with new hire training
Assist sales representatives with care inquiries and guide to
correct queues needed
Assist in Kana Resolution mailbox when needed along with
phone queues
D3 Reporting SME for team ( 20 reps)
Handle SOS large issues mailbox in Kana any items that are
submitted by, customer or sales average 15-20 issues per day.
Average number of calls handled per day 55+
Handle Boeing, WWT, FedEx, Schlumberger and
Weyerhaeuser as a few of main accounts.
Dell Inc, Expert Center, Round Rock, Texas
2005-2006
America Client Customer Service Trainer
Worked with Advanced technical support trainer and Senior management coordinating on campus training classes for new hires as well as refresher courses.
Assisted in creating a status callback request queue for technicians efficiency levels to increase.
Lead a pilot program with international representations using Talisma to assist and identify valid escalations and assist in resolving the issue with the representative on the chat line.
Created a Microsoft box for orders and questions to be submitted for work efficiency to lower representative average handle time.
Assisted with all customer care related questions for 120 representatives as well as placed orders for the escalations and followed up when completed for closed loop project.
Dell Inc, DHS Helpdesk, Round Rock, Texas
2003-2005 Consumer Helpdesk Analyst
Mentor/Trainer
Ran log in log out reports for management
Marketing liaison for errors online and in catalog
Handle complex inquiries that needed immediate attention
Assisted in maintaining control over the pending mailbox for incoming
escalations from internal customers
Responsible for status calls and quote adjusted for 80+ sales
representatives in the consumer division
Dell Inc, Dell Homes Sales Outbound Pilot, Round Rock, Texas
2002-2003 Team lead /Trainer
Trained all representative on soft skills and any needed training for positive impact
Lead on Customer Intentions Pilot Quality Control
Assisted on email sales BPI which increased sales 20%
Assisted on Marketing BPI for Dimension 8200 and positively saved /upgraded
88%
Implemented Doms usage on team increased sales when symphony wasn't f
Functional
Watched Centervu for queue effectiveness
Team Player Award 8 months in row
Trained manager on escalation tool usage
Assisted save the sale queue with sales escalations by placing orders
Dell Inc, Operations Executive Services, Round Rock, Texas
2000-2002 Escalation Specialist/ Trainer
Created training documentation for new hires
Mentored and Trained new representative to handle sensitive issues
Resolved escalations from all CAG Managers up to office of Michael Dell
Assisted on E-check BPI for better CE and cost efficiency
Selected for Recognition Committee because of positive attitude
Dell Inc, Customer Service Dellnet, Round Rock, Texas
1999-2000 Customer Service/ Mentor
On Dellnet pilot for escalated issues surrounding internet service
Chosen for mentoring program for new representatives
Fox Photo, Store Manager, Westlake, Texas
1996-1999 Manager
Handled Inventory
Merchandising
Staffing
Reports
Store was in the district office so store was in pristine condition
Escalation when needed
Financials
Logistics
Training at multiple locations
Publicity for the store
Volunteer Activities
JDRF
Habitat for Humanity
Susan B. Komen Foundation
Austin Children's Hospital
Food Drive
I believe we should give back to the community and I am also involved in charity work with the various organizations that Dell has sponsored over the last 9 years I have been with the company.
References available upon request
Candidate Contact Information:
This candidate has chosen not to make contact information available on this page.
Click "Contact Candidate" to send this candidate a response. |
|
|
|
|
|