Customer Service/Management

JOSEPH SHELTON

jwsheltonvzw@yahoo.com

(770) 714-0774

 

 

OBJECTIVE: An entry level management positon in customer support.

 

SUMMARY

A dedicated support professional recognized for being a support team lead and delivering exceptional customer service for more than a decade.

 

PROVEN ABILITIES

 

Management

  • Trained and mentored new and existing employees to improve call center performance.  
  • Facilitated peer meetings to support achievement of management goals.
  • Planned and executed customer projects within agreed time and budget.

 

Support

  • Experienced troubleshooting customer issues related to mobile devices, other hardware, software and wireless communications.
  • Ensured timely resolution of customer issues originating from inbound calls, email and message boards.

 

Quality

  • Achieved support goals through consistent tracking, follow-up and reporting of customer support requests and metrics from inception of service order to completion.
  • Continuously updated the database with each communication to ensure the integrity of customer communications and enhance knowledge and support of every customer.
  • Evaluated in the 95th percentile and above for customer satisfaction and quality of service.

 

 

EXPERIENCE

AmeriFleet, Independent Contractor, 2012 – Present

Artome, Office Administration, 2011-2012

Verizon Wireless, Technical Support Coordinator, 2001- 2009

 

EDUCATION AND TRAINING

DeVry Bachelor Technical Management, degree pending

Northeast State Technical Community College, Associate of Applied Science, Programming, 1995

 

AFFILIATIONS

National Leadership and Success Honor Society

  • ID#: 93812
  • Location: Alpharetta, GA , 30022

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