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I manage the customer service representatives for Surface Connection’s call center. I was tasked with creating the department, writing the policies and procedures to be implemented according to how I conducted my daily work in this role, staffing the department, and I operate the department full time daily. I hold each employee to the standards set forth, adjust where needed, complete 1x1’s with each employee every quarter or sooner if needed, employee coaching, recorded call quality monitoring, maintain inner office morale, and handle all employee recognition and/or disciplinary actions within the department. I handle customer account issues and escalated customer interactions providing resolutions. I create all marketing material and handle all posting of social media accounts as well as email updates internal and external. I create all sales material i.e. business cards, price lists, color brochures, etc. and monitor inventory reordering when needed and shipping to all sales company wide.

I handled inbound/outbound calls for customers in the multifamily industry in several different cities across several states. I scheduled their countertops, tubs, tiles, cabinets etc. for sub-contractors to complete. I operated and managed the schedule for all subcontractors in those areas as well as invoicing each completed job for each customer and assisted in the beginning stages of payroll for the subcontractors. With assistance from the local regional account manager, I resolved complaints, concerns, and quality issues as they would arise.

My title was Advanced Technical Support Specialist for an inbound call center where I assisted customers with technical issues they had with their devices and assisted with network or software issues. Often, I was required to think outside the box as well as in depth troubleshooting to come to a resolution for the customer. The company’s goal was to resolve 95% of customer’s issues but I always strive to resolve them all. Top of the line customer services was a major aspect of ensuring the caller was in the correct hands to handle the situation. I was also SME (subject matter expert) for the company which required me to answer questions and provide directions to other representatives that needed assistance in resolving their caller's device issues. I performed these duties until our center was shut down and we were laid off.

I made sure the shifts were being managed properly; I assisted with making sure all new P.O.P (advertisement and marketing product) was set up at the location, I assisted with scheduling and all paperwork for daily, weekly and monthly expenses. I also logged invoices for all expenses made by the store. I would fix any issues with any machines in the store i.e. grill, slush and ice cream machines, switch boards, I assisted with any other tasks that my General Manager may have needed.