Experience

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  Acosta Sales & Marketing Foodservice

  • Customer Service Coordinator

    • Oct 2013 - Present

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  Windstream Communications

  • Charlotte, North Carolina Area

  • Access Service Supervisor

    • Jun 2000 - 2012
    • Charlotte, North Carolina Area

    Served as First Line Manager for (2) Senior Analysts, (5) Coordinators and (2) Testers; responsible for the coordination of the installation of circuits: DS1, DS3 and above. Key Contributions:● Trained new hires, present employees, amd departmental Coordinators.● Actively participated in contributing strategic ideas of new processes and procedures. ● Provided support to the sales team, ensuring all sales and service objectives were met. ● Conducted weekly staff meetings and bi-weekly 1:1 meeting with employees for the purpose of the developing the employee.● Implemented and managed an XLS database of circuit information for homeland security on a monthly basis.

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  Alltel Communications

  • Charlotte, North Carolina Area

  • Contact Center Supervisor

    • Dec 1995 - May 2000
    • Charlotte, North Carolina Area

    Served as First Line Manager of 15 employees responsible for new orders, and cross-sell of telephone features for residential telephone service. Team responsible for servicing southern regions including states such as Florida, Georgia, North and South Carolina. Key Contributions:• Responsible for all 2nd tier escalations and de-escalations.• Maintained 90% Service Level Agreement (SLAs) on a consistent basis.• Contributed to an 8% sales increase in 1999 using competition strategies to encourage sales.• Maintained productivity standards during a 15% increase in work volumes without adjusting staff.• Responsible for all performance evaluations, salary actions, disciplinary actions, rewards and recognition.

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  Mid-Continent Telephone Company

  • Marshville NC

  • Complex Lead Business Customer Services Representative

    • Dec 1971 - Nov 1995
    • Marshville NC

    Supported manager by handling Tier 1 escalations while continuing my regular responsibilities. Key Contributions:• Recommended services and products to meet customer needs.• Handled and resolved customer complaints and issued credit vouchers when necessary. • Acted as liason for the customer as we dealt with our collections department to make payment arrangements on past due accounts.