Customer Service Manager

Shelanda Irvin-Coles

Lead Generation Specialist II - Ranstad

Dallas, GA 30157

acocaf@r.postjobfree.com - 404-***-****

WORK EXPERIENCE

Lead Generation Specialist II

Ranstad - March 2014 to Present

Advance Customer Service and Research, Heavy outbound, incoming phone calls and email with sources.

Required a minimum amount of phone calls/emails per day. Work with Manager and Source Relationship

Specialist (SRS) to ensure consistency for existing data sources.

Proactive to ensure best practices were in place when reporting on project information. Work closely with

SRS to understand the needs of the sources and carries out day to day communications.

Ensure compliance with all business rules and standards used in reporting. Maintains project database for

project timeliness, completeness and accuracy throughout the project life cycle including planning, bid and

post bid.

Use salesforce to create and assign leads and tasks to SRS. Required excellent planning, organization, time

management, problem solving and administrative skills. Had to be comfortable asking questions in ambiguous

situations using persuasion and negotiating skills.

Customer Support Specialist

AT&T - Cedartown, GA - 2011 to 2014

Provide expertise in customer support answering incoming calls to resolve customer issues.

Set up and activate phone lines by porting phone numbers from another service provider to the AT&T

network.

Answering questions and concerns related to billing issues, correcting billing error and taking payments.

Adding and removing rate plan and features, review customer account based on their needs to make sure

the customer is getting the best value for their money.

Submitting case and commitments for issues that could not be resolve in one call resolution.

Following up on customer accounts to ensure resolution.

Continuing education to take calls in a timely manner to meet expectations of Quality and adherence when

assisting the customer through training and development.

Search Engine Support Specialist

AT&T - Atlanta, GA - 2009 to 2009

Google Ad-words Certified; Account Manager)

Manage campaign performance and proofed pre-launched campaigns to ensure client's requirements and

best practices are incorporated correctly to produce desired search results.

Performed quality assurance for search campaigns and took ownership over clients accounts to resolve

issues

Advised customers on what search engine marketing is and how to make it effective for their use.

Escalated issues and complaints that could not be handled in my department to appropriate departments

Documented all conversations, issues and work orders into an online call tracking system

Ecommerce Customer Service Support

Instawares, LLC - Kennesaw, GA - 2007 to 2008

Assisted customer via phone, email and online chat.

Contacted freight and shipping companies to track the status of orders.

Filed damage/lost package claims and processed refunds for returns

Worked closely with vendors and suppliers for order status, added items to orders, and tracking the status

of order in production.

Recommended additional products available for sell.

Entered orders and payments for accounts and resolved billing disputes.

Notated accounts through a call tracking system.

Achieved perfect score on all phone monitors throughout tenure.

Received Customer Service Award for outstanding track record of positive customer feedback

Technical Support Specialist

Enfotrust Networks - Kennesaw, GA - 2006 to 2007

Assisted representative over the phone to download software and files for the use of PDA's, blackberry and

other smart phones

Educated representatives on how to use web entry software and troubleshooting their equipment used for

their job function.

Entered orders for replacement devices and accessories

Submitted weekly reports on escalated issues

Data entry/Order Processor/Customer Support

School Specialty - Norcross, GA - 2002 to 2006

Processed incoming catalog orders via phone, mail, fax and email

Monitored consumer's orders by tracking status and submitted tracking request.

Increased sells by educating the customer on additional products that would be of relevance to items already

purchased.

Attended ongoing educational courses provided by the company to becoming more efficient in identifying

the customers concerns and needs to be better able to assist them.

EDUCATION

AAS

Graduate Kaplan University Paralegal Studies

March 2012

Medical

Bloom Trail High School Chicago Heights - Baton Rouge, LA

BS in Political Science Public Administration

Walden University

ADDITIONAL INFORMATION

Very Dependable, driven, self-starter Customer Support Specialist/Paralegal 2years of educational experience

(recent graduate) 13years experience with customer service and administrative skills seeks opportunity with

a company or firm that I can grow with. I am able to work with minimal to no supervision, and experience in

office management.

Providing customer with excellent customer service on all product related issues

Capable of establishing a credible rapport with customers by providing follow-up and addressing concerns

in a timely manner

Ability to implement procedures that help produce exceptional quality assurance

Trained in resolving escalated issues in one call resolution

Received awards for sales person of the year and first class customer service and help desk support to

customers and clients

Advanced skill level in ACD, order entry, data entry, SAP, CRM, ERP and other order management soft

ware, trained and certified Google Ad-words professional experience in using Microsoft office Suite Word,

typing 70wpm, outlook, calendars, power point, excel access and document software such as Smart Draw

used to create form and other office documents, Salesforce and marketing data information.

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