Yyyyyy x. yyyyyy

Eager to contribute outstanding customer service, technical, and leadership expertise toward securing a management opportunity with a dynamic organization

Call Center Operations ~ Project Management ~ Customer Service Management

Hiring ~ Training ~ Team Leadership ~ Vendor Relations ~ Quality Control & Assurance

         Extensive experience in spearheading customer service operations, personnel management, quality control, global account management, and business retention.

         Extremely well-versed in telecommunications such as IPVPN, VoIP, cable bundled services, high-speed internet, and voice communications.

         Excel at coordinating projects which maximize productivity, elevate market positioning, control costs, and attain performance goals.

         Highly skilled at connecting with and managing people from diverse cultures and backgrounds.

         Strive to foster a respectful workplace climate essential to maximizing staff morale, enthusiasm, cohesiveness, and accountability.

         Reputation for discretion, initiative, resilience, and commitment to accomplishing business targets.

• Contribute dynamic communication skills toward seamlessly liaising between management and internal/external stakeholders in support of achieving objectives.
• Methodical, composed, and highly regarded for inherent leadership attributes.

         Exemplary experience in motivating cross-functional teams dedicated to delivering extraordinary client service.

Comcast Telecommunications, Sunrise, FL, 12/2012- Present

Supervisor, Direct Sales Quality Control

         Ensure all service codes, equipment installed/returned, equipment charges, and account payments indicated in billing system correspond exactly with sales order form hard copy.

         Proactively structure policies and procedures to standardize audit of sales orders across Florida region.

         Inform sales managers and supervisors of work order discrepancies via detailed reports.

         Verify completion of financial corrections to avert financial losses and uphold top levels of customer satisfaction.

         Manage financial reporting of money collected/deposited and ensured timely posting to customers accounts.

         Conduct region-wide audits and physical security checks to validate proper storage and handling of customers personal information.

Comcast Telecommunications, West Palm Beach, FL, 10/2010-2012

Customer Care Enterprise Supervisor

         Supervised high-performing customer account executives, prepared performance plans with staff, administered regular evaluations, and led collaborative goal setting to continually enrich skill sets, industry knowledge, quality output, and staff retention.

         Communicated clear expectations for quality and accuracy of work, as well as key productivity metrics associated with SLAs.

         Approved staff timesheets for payroll and efficiently coordinated schedules and time-off requests to meet customer and business needs.

         Motivated employees to achieve sales and compliance results and conducted routine office visits and audits.

         Conducted real-time phone monitoring and coaching to service team to maintain required service levels.

Continued ►

Professional Experience continued Yyyyyy x. yyyyyy Page 2 of 2

Comcast Telecommunications, Newark, DE, 11/2007- 2010

Senior Supervisor, Advanced Products Technical Support

         Aligned, mobilized, supervised, and coached team in achieving sales, customer service, customer retention, and other operational business goals.

         Oversaw and validated time & attendance reporting, determined staffing levels, and devised work schedules to meet peak service demands.

         Demonstrated poise and diplomacy in handling escalations and dealing with irate customers.

British Telecomm Americas, Inc. London, England, 12/2002 -11/2006

Senior Client Service Manager

         Governed customer service matters including SLA adherence, chronic issues, problem resolution, and change management.

         Dispatched technicians for service calls, directed technical support team leaders, and successfully established customer relationships built on credibility and responsiveness.

Equant (formerly Global One), Media, PA, 2/2001 -12/2002

Senior Client Service Manager, USA

         Served as primary point of contact for all customer service issues encompassing SLA adherence, outages, change management, network performance, expansions, and upgrades.

         Directed, mentored, and coached technical support supervisors and team leaders in ensuring compliance with SLAs and client satisfaction targets.

Point One Telecommunications, Inc. Austin, Texas, 12/1995 - 2/2001

Manager of Customer Support Department (4/1998 - 2/2001)

         Awarded promotion to hire, train, coach, evaluate, and motivate Customer Care Team in delivering superlative pre- and post-sales service to customers and vendors in 24X7 environment.

         Assessed and swiftly resolved escalated complaints from customers.

         Played an active role in generating long-range business plans, preparing annual budget, and monitoring monthly expenses.

Technical Consultant / Project Manager (12/1995 - 4/1998)

         Orchestrated multiple projects concurrently requiring daily interaction with operations, provisioning, engineering, and R&D departments.

         Maintained accounts, tracked orders, monitored service delivery, and promptly rectified installation and provisioning errors.

Prior background includes telecommunications roles with the United States Navy.

Microsoft Project, Project Server, Office Suite (Word, Excel, Access, Outlook, PowerPoint), Windows and Macintosh operating platforms Remedy, CSG, COMTRAC, Visions, packet/circuit switching, ATM, VoIP, Global Frame Relay, IP VPN, VoIP VPN, IP Direct, Global Web Hosting

Fundamentals of Project Management - PMP Prep Course

Customer Service Management

Total Quality Management (TQM)

DPS Professional Selling - Truax

Computer Science, University of Maryland, Overseas/European Division

Enterprise Business Management, AIU Online