Eric Mcculloch Email & Phone Number

Overland Park, Kansas, United States

• Spearheaded reintegration of service deposit process. Aligned new policies post-merger of Sprint with T-Mobile and handling 50 new incidents daily in addition to completing previous daily duties.• Managed invalid reporting project: Collaborated cross-functionally to reduce monthly inbound invalid cases from 15% to 5% by analyzing reporting data and sending feedback to leadership.• Oversaw dispute abuse project: Investigate accounts for abuse of service. Determine response based upon payment history, customer behavior and tenure.• Organized daily reports for automated contact with customers, closing cases and filtering responses back to specialists.• Resolved complex payment incidents using various research tools and processes through system research, cross-team collaboration and calls with multiple sources such as customers, stores and financial institutions.• Lobbied for process improvements to simplify contact with customer through automated messages.• Trained specialists on process updates and newly created processes including new service deposit process post-merger.

• Fielded 50+ inbound calls including general inquiries, billing questions, technical and network troubleshooting.• Excelled as part of customer service team that achieved 11 of 13 JD Powers' awards by balancing business and consumer needs on a call-by-call basis.• Operated as a senior customer service representative supporting customer service teams of up to 15 representatives.• Trained as Windows Phone product expert, instructing teams on new equipment.

Ran evening and weekend operation including league play, birthday parties, corporate and private parties and late night cosmic bowling. Efficiently managed staff of up to 10 employees in running operations that included bar tending, cooking, front desk, lane maintenance and event set up.Effectively trained employees in a variety of role and promoted cross training to create flexibility and versatility. Oversaw nightly leagues of 80+ players, creating a consistent experience by building a rapport with participants that left them with positive branding of our product.Provided the first point of contact with customers entering the center providing efficient service in assigning them to appropriate destinations.

Bachelor Of Arts - Ba, Communication, General, 3.87

Associate Of Applied Science, Business Administration

Education record