Michael Wade Email & Phone Number

Greater Atlanta Area

Greater Atlanta Area

Provide multi-level support on all incoming escalations with a positive problem-solving attitude.Answer all incoming correspondence from Escalation email queues.Project manages critical to high escalated issues to ensure satisfactory and timely resolution.Identify and engage the appropriate resources in order to resolve the overall escalation.Work closely with multiple organizations to drive problem resolution, serve as a single point of contact for the customer, and ensure… Show more Provide multi-level support on all incoming escalations with a positive problem-solving attitude.Answer all incoming correspondence from Escalation email queues.Project manages critical to high escalated issues to ensure satisfactory and timely resolution.Identify and engage the appropriate resources in order to resolve the overall escalation.Work closely with multiple organizations to drive problem resolution, serve as a single point of contact for the customer, and ensure customer satisfaction.Perform detailed analysis and research of Escalated issues to facilitate case resolution;Problem solves customer troubles and provides root cause analysis to drive improvements throughout the organization.Create and utilize standard operating procedures to aid in problem solving and to assist general support with future issue resolution.Function as a member of the escalation team and assist with early problem detection to help drive focus on problem avoidance. Report high level trends to ensure that issues are not revisited in the future.Actively participate in training classes for new products and services.Participate on special projects as assigned by Manager. Show less

· Perform detailed analysis and research of customer’s issues to facilitate timely and successful resolution· Independently follow up with customers to identify problems and present resolutions, including negotiating pricing, contracts and package changes· Project manage queue of service request/service orders within acceptable timeframes to include priority of daily contact for entire queue· Project management of resolution efforts including coordination of other internal… Show more · Perform detailed analysis and research of customer’s issues to facilitate timely and successful resolution· Independently follow up with customers to identify problems and present resolutions, including negotiating pricing, contracts and package changes· Project manage queue of service request/service orders within acceptable timeframes to include priority of daily contact for entire queue· Project management of resolution efforts including coordination of other internal departments in developing and implementing customer resolutions· Utilize pre-approved levels of credits and discounts based on customer situation and performance level and follow policy to document and apply these changes Show less

Greater Atlanta Area

Consult with customers to sell a variety of AT&T products and services to meet our customers’ needs · Meet sales quotas and service objectives in a fast paced call center environment · ranked top 5 sales person in the company out of 3000 in 2009 · Contributed to revenue stream in excess of 90K · Consistently exceeded company ' s objective · “Pinnacle” receipt first year with company