Benjamin Vinson Email & Phone Number

Commerce City, Colorado, United States

Dove Valley, Colorado, United States

Englewood Co

 Successfully presented products by utilizing effective sales and persuasion skills in addition to a solid knowledge of the company's products and competitor's products. Served as a Team Lead for high level customer related issues that were complex in nature. Efficiently and accurately managed a large volume of customer applications in several Comcast systems. Successfully handled intricate Comcast customer complaints related to their products and services. Maintained professional integrity and customer focus while meeting and exceeding monthly quotas.

United States

 Supported all seven regions with troubleshooting errors with CSG. Partnered with Regional Management and Support Representatives to create new processes and procedures for the floor. Supported Sales to maximize completion rates from Sale to Completed install thereby increasing customer satisfaction and revenue for Comcast Business. Partner with regional Sales teams to escalate activities falling outside service level agreement guidelines.

United States

• Make and confirm work orders for internal and external customer.• Maintain a high Quality score while keeping my AHT, ACW, ATA, and Hold time low.• Answer various questions on bills, work orders, and contracts to internal and external customers. • Provide detailed explanations on how the Comcast billing system works to external customers.• Create escalated tickets to our Tier2 group on porting phone lines, contract miss matches, and miss applied payments.• Take escalated calls as acting floor support.• Work alongside the Loyalty, Sales, and Technical Support along with Day of Job (DOJ) departments to provide a first class experience to Comcast customers

United States

• Make and confirm reservations for Frontier customers.• May assist customers using the Frontier web site.• Educate Frontier customers on the benefits of using Frontier web site.• Assist customers in changing reservations.• Answer various questions regarding flights, reservations, F9 promotions, etc.• Promote Frontier frequent flyer program.• Promote Frontier partnerships with Hertz and Frontier MasterCard.

United States

• Supervised/Coached 20-30 Customer Service Representatives in a challenging call center environment with results of having a top performing team.• Trained and mentored new Supervisors and Quality Agents• Worked in other departments such as Resource Center, Human Resources, and Training• Monitored and scores 30-60 calls per week for Quality Assurance and provided effective feedback to agents real-time.• Outbound 10-20 customers per week to provide feedback on agents and scored the agents using CSATs• Handled all types of inbound/outbound customer service calls such as sales, technical, billing, promotions, and retention for Dish Network, Sirus Radio and WildBlue Internet customers.• Maintained service levels in a call center environment by communicating with Management and Command Center.• Monitors service levels real time in order to maintain performance levels such as ASA and AHT.• Daily reporting and special projects for Senior management completed by deadlines.• Interviewing potential employees/ second interviews• Developing employees to be successful in a call center environment• Payroll, employee discipline , attendance/performance records, development documentation, and terminations • Took inbound customer service calls including sales, technical support, billing, promotions/upgrades, and retention.• Handled highly escalated customer calls to resolve the problems.• Met and maintained my team to be in the top 15 percent for pay for performance (bonus incentive), above goal for quality assurance, closed 40% of sales calls, and retained 60%-70% of customers on retention calls.• Lead my team of agents to be the in the top 10 teams for being above goal for Production Minutes, Average Speed of Answer, Average Handle Time, Hold Time, and Aftercall.