Managing customer accounts for an electronics repair company to ensure our company meets the monthly service level metrics as established between Syntech/HDRepair and our customer base. Working with a nationwide network of Flat Panel TV service technicians, scheduling appointments with end users and technicians, checking in completed warranty repair work orders, reaching out to end users and coordinating with service technicians until completion. Following up with technicians to ensure timely completion of assigned service calls in order to meet and maintain contractual compliance with our customers. Responding to inquiries and following up with client regarding customer repair orders. Processing claims for billing and payment, ordering parts for service orders and ensuring used and unused parts are returned and proper account credits received. This is all done using an inbound/outbound call center ACD system, average handle time inbound >3:00 average outbound handle time >2:30

Supervising 24 technical support agents working with video conferencing and tele-presence equipment over IP networks and ISDN lines and processing manufacturer warranty claims on defective and/or malfunctioning equipment. In addition to ensuring accurate and thorough troubleshooting techniques I also worked to ensure a world class customer service experience through coaching and development along with maintaining service levels. Also had to ensure that ASA's and abandon rates were contractually maintained for the clients we service. I successfully lead my team from the 83rd percentile to the 91st percentile for call metrics as well as increased overall team quality from 88% to 95%

Providing the soundtrack to your event. We are a Mobile DJ service with assistance in party planning ranging from back yard B-B-Q's to formal wedding receptions and everything in between. We can help you coordinate your event or simple be your soundtrack

Last position held involved maintaining country wide network of technicians which involved recruiting service technicians, employing problem resolution skills for any concerns a technician may have along with the accounts payable portion which includes internal book keeping, spreadsheets and invoicing their accounts so as to ensure timely payment for services rendered. Additionally, I would assist the call center staff to ensure one call resolution with their consumers. Additionally I have E-commerce and web site customer service experience where I would offer consumers a wide variety of cleaning product and solutions to their problems and assist them with their product purchases in order to obtain desired results or to locating a professional service if needed or desired. Client Relations: In this position I would work with furniture manufactures/clients to assist them with servicing the needs of their customers. I work primarily with manufacturers who look to us and our extensive network of technicians to assist with servicing manufacture related repair work. I also work with various retailers and assist them with the service and repair needs of their customers in order to ensure customer satisfaction

Manage a staff of 15 Associates to promote excellent customer service skills as well as transitional sales and up-selling techniques for additional Adelphia services. Also, the development and career path and planning for the Associates by monitoring and providing feedback on a regular basis to ensure the highest level of customer satisfaction.

I Worked closely with executive and senior management on various project to help drive the company in the direction the owner was looking for. I was instrumental in the development and founding of several new departments with in the company, including but not limited to Development of policies and procedures, writing the training and instruction manuals along with training the newly acquired associates. As the Senior Supervisor over the Credit Investigations Department which staffed 65 telephone representatives and 4 Supervisors. I Coached and developed several associates for promotion into other departments as well as assisting other department managers with the day to day responsibilities of their departments as delegated and ran the department in their absence. I also worked with the IT department with implementation, testing and upgrades of software the company was using.

Answering customer serve phones for United Parcel Service, using good phone skills along with problem solving skills. Employed the 1 call resolution technique and would usually assist 150 to 180 customers on a daily basis. I would also assist fellow co-workers with general questions as well as system navigation. I would also handle Supervisor and escalated issues for my immediate Supervisor, while educating my co-workers on how to better handle these types of concerns. I would also assist the Supervisors with their daily duties such as, attendance records and customer callbacks, etc.