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ACE Convergys DirecTV - Chat Performance Facilitator Resume Example

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Avery Ward
  • XXX XXXXX XXXXXX, Hazard, KY 41701
  • H: XXXXXXXXXXXXX
  • XXXXXXXXXXXXXXXXXXXXXXXXXXX
Summary

Friendly and enthusiastic Chat Performance Facilitator/Supervisor with 20+ years of specialization in customer servivce. Able to learn new tasks quickly and proficient in growing key customer relationships. Represent establishment with friendly, professional demeanor at all times.

Skills
Experience
Chat Performance Facilitator/Supervisor, 11/2013 to Present
Miramar, FL
  • Diffuse difficult situations between customer service representatives and customers
  • Proactively identify systemic issues that need to be resolved to prevent future customer concerns
  • Assist customers with placement of orders, refunds, or exchanges
  • Email account resolution confirmation to customers
  • Accurately document customer's intent of call and resolution.
Sales and Service Representative II, 01/2012 to 11/2013
ACE Convergys - DirecTV Cincinnati, OH
  • Professionally handle incoming call requests from customers to ensure programming, equipment, and account needs are met and/or exceeded Technical troubleshooting and gathering information from customers to identify root causes of customer problems and/or dissatisfaction Meet/exceed monthly performance objectives/metrics in all key areas: quality, average handle time, after call work, CSAT, call efficiency, customer issue resolution, reliability, and all compliance areas Address billing and other general inquiries as well as collecting payments Accurately logged all calls through contact tracking Seasonal Customer Service & Problem Resolution Representative I (Work at Home).
Convergys - Amazon Cincinnati, OH
  • Provide customer support by empathizing and prioritizing customer needs via inbound calls.
  • Process orders, address billing questions, and resolve technical issues.
  • Resolve conflicts with products or services and set appropriate expectations with customers.
  • Document customer account activities thoroughly and concisely.
Computer Support Specialist, 10/2005 to 11/2011
Affordable Computer Repair KY
  • Evaluate technical issues, solve customer concerns, troubleshoot and repair computer problems in an efficient and courteous manner both on site and on the telephone.
  • Manage PC Technicians in repairing desktops and laptops.
  • Build custom computers to best serve the customer needs.
Administrative Associate, 07/2000 to 10/2005
FedEx Ground KY
  • Inspect all damaged packages and complete all necessary reports; determine if the items are salvageable and repack and return to system flow, if possible Monitor theft/missing package trends and also quality assurance Responds to customer phone calls in regard to lost or damaged packages Handle hazardous material damages or overgoods requiring specific documentation Creates new barcodes for all packages that have an incorrect address or that have been damaged.
Technical Support Representative, 08/1999 to 07/2000
DSL
Head Cashier (Receptionist), Billing Clerk, 09/1992 to 07/1999
Sykes Enterprises Chavies, KY
  • Configuration of client's equipment to connect to the Internet via modem or router Troubleshoot and resolve Internet connectivity issues on Windows and Macintosh operating systems Provide client support and technical issue resolution for sending and receiving email Log all calls and keep client records and documentation up to date Answer the telephone and assist customers at the front desk regarding water and gas services, as well as any other inquiries regarding the City of Hazard Billing and collecting payments for Hazard Utilities (water, gas, sewage, and garbage) Obtain and examine all relevant information to assess validity of complaints and to determine possible causes, such as extreme weather conditions that could increase utility bills Balance all registers and prepare daily sales summary and deposits.
Education
Associate Degree: Applied Science Business Management, Jan 1992 Hazard Community and Technical College - KY
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Resume Details

This is a real resume for a Chat Performance Facilitator in Hazard, Kentucky with experience working for such companies as Ace Convergys Directv, Convergys Amazon, Affordable Computer Repair. This is one of the hundreds of Chat Performance Facilitator resumes available on our site for free. Use these resumes as templates to get help creating the best Chat Performance Facilitator resume.

Previous Companies:

  • ACE Convergys DirecTV
  • Convergys Amazon
  • Affordable Computer Repair

Previous Job Positions:

  • Chat Performance Facilitator
  • Supervisor
  • Sales and Service Representative II
  • Computer Support Specialist
  • Administrative Associate

Schools:

  • Hazard Community and Technical College

Level of Education:

  • Associate Degree

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