Customer Service Supervisor

Posted on: 2006-06-07

MELISSA PINSON 1451 PROSPECT AVE #1B BRONX, NY 10456 HOME (718) 991-0787 CELL (917) 417-7341 E-MAIL: [email protected] PROFESSIONAL EXPERIENCE: Cablevision of NYC: Customer Service SR. Team Leader 10/99 – Present: Provide daily guidance and developmental direction to Customer Relations Coordinators. Coordinate staffing of phones and offices to ensure maximum customer assistance. Monitor customer relation coordinators to determine a high quality of performance and ensure good customer relations. Responsible for meeting all telephone service standards and monitoring each CRC on a daily and monthly basis. Responsible for possessing an understanding of all phases and aspects of the customer billing system, including the ability to interpret and explain to the customer current and historical information contained within the system in response to any customer related inquiries. Proactively assist with escalating customer issues or with customers requesting a supervisor. Responsible for possessing a level of product knowledge of all programming offered to our customers, including current knowledge of existing products, programming content, pricing, packaging, promotions and channel lineup. Responsible for possessing knowledge of technical features of the cable system(s) including strong knowledge of company equipment and customer equipment. Responsible for keeping accurate records of absences and tardiness as well as processing timesheets and tracking CRC sales/upgrades. Responsible for recruiting, hiring, writing annual performance reviews, writing development plans, writing disciplinary actions and daily supervision of employees. Customer Service SR. Traffic Team Leader: 2/2001 – Present: Assist Traffic Manager with day-to-day operation of the traffic department. Prepare Traffic Report and report all call center activity by half - hour to Call Center’s Corporate Department. Provide continuous monitoring of call center performance. Actively monitor staff performance/adherence, service levels, abandonment rate of calls, and averages speed of answer of all queues to ensure service objectives are met. Responsible for timely completion of SPOC (Single Point of Contact) and enter attendance /adherence into TCS (TeleCenter System) or EWFM (E-Work Force Management). Responsible for interacting with Management to ensure quick and effective responses to all Cable related issues including but not limited to outages, unusual call volume or other service related events. Make real time recommendations to supervisor and management teams to improve service levels. Monitor customer calls to identify causes of unexpected call volume and or above average call handling times. Record IVR announcements related to service interruptions to minimize the impact of unexpected service outages. Digital Cable Instructor: 12/02 – 6/03 (Special Project): Supervise trainees while in class to enhance the learning environment, motivate and coach to ensure productive classroom environment. Evaluate training program success by tracking trainee use of knowledge and technical skills during and after class. Using data, recommend revisions and provide effectiveness reports to Instructional Design and Program Evaluation Unit. Partner with functional unit heads, research literature to revise and improve existing training programs. Responsible for meeting company standards pertaining to quantity and quality of work performed on an ongoing basis. Cablevision of NYC: Sr. Customer Service Rep: 4/98–10/1999: Analyzed, adjusted and evaluated subscribers accounts. Settled disputes and misunderstandings with customers by initiating changes to their cable accounts. Demonstrated flexibility in relations to departmental needs. Trained new hires in Cable Data and on the telephone for the customer service department. Using 2-way radio, dispatched technicians to all service related emergencies. Responsible for keeping accurate records of absences and tardiness as well as processing timesheets and tracking CRC sales/upgrades. Responsible for daily supervision of employees in the absence of the supervisor. Cablevision of NYC: Special Project: Sales & Promotion Focus Group: 6/99-12/00: Under the direction of Linda Williams, Manager of Customer Service in NYC-Heightened sales within the customer service department. Updated supervisors, leads and customer service representatives regarding current and future promotions. Attended meetings with vendor representatives and promotion representatives from different cable networks. Distributed literature, questionnaires and give aways from participating vendors to promote sales growth within the Customer Service Department. Provided relevant information to CRC’s to assist them in selling Cablevision’s products and services to customers based on subscriber’s individual needs. Cablevision of NYC, Customer Service Rep: 9/97-4/98-Respond to all customer related inquiries via inbound calls. Analyzed, adjusted and evaluated subscribers accounts. Settled disputes and misunderstandings with customers by initiating changes to their cable accounts. Upgraded cable accounts and initiated sales to customers pertaining to Premium channels sold separately or in a Premium package. Responsible for preparing Cash Drawer Verification forms, Bank Deposit forms and Batch Cards for NYC Billing and Collections Department. Applied payments and made adjustments to accounts. Contacted subscribers when accounts were severely delinquent and in the stage of becoming a P/DS. Responsible for updating accounts after payments were made and restoring service to the homes of customers by turning it back on via computer or by setting up appointments for the technician to restore the service. PIUS XII Youth & Family Services, Sr. Child Care Worker III: 11/92 -7/97: Responsible for monitoring all children placed in foster care and assigned to my caseload. Responsible for supervising 3 level II workers and 3 level I workers. Prepared reports to the family courts, reports to law guardians, UCR’s, 853’s, plan amendments and progress notes then submitted them to the Judge during court hearings. Maintained weekly visits with children to ensure that they were developing accordingly and were meeting their milestones. Ensured that children were striving and adapting to their placement. Screened foster parents before placing a child in their home to ensure that they were able to assist the child according to their need. Scheduled visits between children and their biological parents. Transported children to foster homes, group homes and escorted them on visits to their parents that were away for treatment or incarcerated. Handled diligent searches to locate natural parents of children. Received Information from Albany Investigation Unit and responded to multi reports regarding neglect and endangerment to child (children) by visiting the home after receiving all pertinent information from Albany’s ACS Hotline then determined if child (children) should be removed from the home. Software: Excel, Visio, PowerPoint, Microsoft-Word, Microsoft Access, Group-Wise, E-Work Force Management (EWFM), Cable Data (TCP/IP QS Plus for Windows), Tele Center System (TCS) Certifications: High Speed Data (HSD), Interactive Optimum (IO) (Digital Cable), and Voice over IP Certified, Effective Interaction, Coaching for Success and Train the Trainer Certified. Education: A.O.S., August 1992 REFERENCES FURNISHED UPON REQUEST