Terri Stapleton Email & Phone Number

Sacramento, California Area

• Provided a full range of customer service for Comcast high speed internet, video and telephone products in a prompt, efficient and professional manner in an inbound call center. Averaging 50-70 calls per day.• Advanced troubleshooting with PC/browser/e-mail/personal webpage/connectivity firewall/router/hub problems/cable converters along with providing customer education at the same time.• Remained abreast of new products and technology.

Sacramento, California Area

Multi-tasking with high call volumes, specialize in customer service; handles customer service concerns and manage problem resolutions with a high degree of professionalism. Influence customers buying decisions. Handled customers’ finances; referred new accounts along with other banking products. Met and exceeds all referral goals.

Handled customer service inquiries regarding accounts and product sales. Assessed 10-15 Company programs to complete customer service requests. Multi-tasking with high call volumes. Influence customers buying decisions by offering customer a variety of products offered by the company, while making financial decisions to protect & collect company revenue. Execute all elements of training programs, as well as offering floor support to other peers and team lead for coach leaders. Managed teams that include: training, call quality assurance, technical lead, and sales/ technical customer care. Effective supervisor coaching, developing, and mentoring frontline representatives.Utilized reports, software tools monitoring frontline representative behaviors and productivity driving high consistent effective agent performance month over month.