Keith Engstrom Email & Phone Number

Hanover Park, Il, Us

Basking Ridge, Nj, Us

Lead a team of up to 17 customer service representatives. · Supervise a team of messaging representatives who thrived in a fast pace ever changing remote work from home environment that delivered exceptional service through written communication. · Develop representatives' critical thinking and troubleshooting skills. · Provide training to my team to make sure they were knowledgeable about Verizon’s products and services. · Track and manage messaging volume for optimal efficiency. Analyze data to uncover trends and opportunities.· Maintain the highest quality of service by monitoring employee-customer interactions and coaching the team on how to improve. Apply policies, procedures, and guidelines appropriately.

Basking Ridge, Nj, Us

Supervised a team of up to 17 customer service representatives/coordinators.· Trained team of new policies and procedures.· Provided daily call monitoring/coaching. Promoted a proactive approach to Customer Service.· Directed Representatives/Coordinators to well-rounded business insights and recommendations for behaviors to drive improvement.

Basking Ridge, Nj, Us

Led a team of up to 10 supervisors in a call center environment. Oversaw the management of Customer Service by meeting all projects and operational deadlines. Facilitated for change management and delivered an active commitment to daily floor management and engagement. · Managed achieving call handling results and service level goal attainment. Evaluated processes for improvement.· Successfully communicated ideas and recommendations to all levels within the organization. · Maintained thorough knowledge of Human Resources policies and procedures to ensure consistency and accuracy and coordinate and participate in hiring needs of Customer Service.

Basking Ridge, Nj, Us

Provide exceptional customer service and technical support for internal and external voice and data product customers.· Troubleshoot hardware and software issues and identify network/applications issues.· Provide detailed information on how to set up/configure data and voice products.· Verify provisioning and diagnose device or Network issues.· Troubleshooting for PC Operating systems, specifically Device Manager and TCP/IP configuration.· Use various administrative department tools and online resources for customer resolution.· Use a trouble ticket system for tracking customer interactions and problem resolution.· Evaluate customer's concerns and resolve problems to customer satisfaction.· Demonstrated and practiced regularly with skills necessary to handle any CS and/or Technical Support call type that is routed through the center in this function.· Follow up with customers to ensure first call resolution and achieve and deliver 100% customer satisfaction.

Basking Ridge, Nj, Us