Richard Georges Email and Phone Number

Take incoming calls from our customers as well as making outbound customer calls for follow-up and up selling purposes.Use communication and active listening skills to provide customers with exceptional service.Preparing account changes Troubleshooting unusual and/or complex customer problems and issues-Identifying and acting upon potential new sales opportunities.Assisting with customer retention-Assisting dissatisfied customers and working to resolve their service problems.Working closely with other departments to ensure timely resolution of customer issues-Negotiating customer prices, service plan payments and billing issues consistent with specified company guidelines.

• Acted as Point of Contact for supervisor when unavailable. During supervisor absence assisted reps with escalated calls, facilitated huddles and team meetings. • Performed side by side coaching’s, provided written feedback to representative, supervisor, and senior managers.• Responsible for team collection and reporting for OCC on a daily basis. • Subject matter expert on My Offers, and holiday upgrades, 2014 - present, with initiatives recognizing performance week over week. • Provided targeted coaching to bottom 25 percent of team with 3 Day Repeat percentage above 16 percent resulting in a team reduction of 17 percent in a 30 day period. • Active member of the culture club as of 2015 assisting Quality and Special Events in center wide celebrations.• Multi-task skills to resolve challenging customer issues including device-related troubleshooting, billing, service inquiries and more.• Answering a high volume of customer calls, while delivering innovative, individualized solutions, while satisfying the diverse and ever-changing needs of our customers.• Troubleshot a wide array of software and hardware issues on mobile devices to prevent transfers to Tier 2 support which assisted in maintaining low tech transfer calls.

•         Resolve customer inquiries, explain insurance coverage and make changes to policies.•          Receive up to 70 – 80 inbound telephone calls per day in a call center environment.•          Work with the customer to ensure they are properly insured.•          Take calls and handle each request to ensure customers are satisfied on the first call.•          Sell additional insurance products to fill gaps on our customer's policy.•          Navigate our internal computer system to look up customer information and update policies.•         Top quartile agent for reissuing canceled policies which maintained company’s growth.

•       Explain at great length of their bill and services they subscribe to as well as, educate customers on the latest services available and any maintenance (i.e. outages) being ran within their area.•          Effectively troubleshoot complex technical issues including, High Definition TV setup with home theatre equipment as well as other devices if necessary.•          Schedule technicians to service the customer.•          Provided floor wide assistance to agents for technical support.

•          Troubleshot a wide array of software and hardware for Gateway computer owners.  •          Participated in a One-Rep pilot program under which all customer interface departments (Sales, Customer Service, Technical Support, Order Entry, and Service Dispatch) were consolidated into one.  •          Acted as Assistant Supervisor over a group of 50 technicians.  Duties included: Management of day-to-day operations, creating and maintaining a training schedule for all technicians, providing sales and technical support training, created and managed a team dedicated to the complete replacement of Gateway computers.•          Created and maintained databases in Excel to track and report all replacement parts, sales, quality audits, and customer satisfaction surveys.•          Lead Supervisor of Early Development Center (EDC) for new hires and deficient technicians.

•          Managed housekeeping department.•          Inspected Supervisors, Office Coordinators, Houseman, and Room Attendants work on a daily basis.•          Distributed assignments to Houseman and Room Attendants.•          Answered all incoming calls and inquires throughout the hotel. •          Inspected rooms after they were cleaned, and before they were sold.