• Answer incoming calls and process orders• Data entry of orders in AS400• Outbound calls to clients to build an ongoing business relationship and answer any questions they may have• Handle escalated customers and provide one call resolution

Core Strengths• Strong organizational skills • Creative problem solver • Listening skills • Excellent communication skills • Fast learner • Courteous demeanor AccomplishmentsCustomer Service• Researched, calmed and rapidly resolved client conflicts to prevent loss of accounts. • Successfully coached a team of approximately 15 CSR's for 3 quarters in meeting their metrics including, but not limited to, Quality, CRT, Compliance, One Call Resolution Customer Care Supervisor/CoachSeptember 2000 to June 2011Voicestream Wireless/T-Mobile – Allentown, Pa• Support and supervise a team of approximately 15 Customer Care Reps • Develop Senior Rep to handle all supervisory responsibilities in my absence and for future endeavors • Monitor and evaluate each team members performance • Provide weekly feedback through one on one coachings and team meetings as well as annual performance review which determines the employee's merit increase • Monitor performance to ensure adherence to company guidelines and follow through as needed on corrective action • Reward successful employees through company sponsored programs of recognition • Exhibit company values by practicing Team Together, Team Apart by being approachable for all employees • Approve timesheets for payroll accuracy • Handle escalated customer calls • Attend all continuing education classes including but not limited to Leadership, Team Building, Culture Change, 8 Step Coaching Model, Quality Service Skills, Leadership Connection, HR Basics • Trained in many resources Samson, Remedy, Microsoft Office, iHLR