Customer Service Technician

Nicholas Cooper

Accomplishments

• Over * years of experience in the home services industry.

• Over 6 years of experience of customer service.

• Chosen as the #1 candidate to pilot the Service Integration project launched nationally within the entire Sears Holdings Home Services organization.

• Achieved top employee and employee of the month 4 times over the past 3 years & was promoted to Dispatch Team Lead.

• Received endless recognition for outstanding service to Sears Holdings customers by management and the VP of Home Services.

Professional Experience

Dispatch Team Lead– Sears Holdings, Elgin, IL October, 2007 – May 2011

• Successfully managed 15+ routing center reps that monitored the routes of 250+ technicians and managed the daily activities to ensure technician routes are efficient while reducing costs and making sure all customers were serviced in an efficient manner.

• Trained and mentored new employees on the routing system, customer service policies, and daily activities.

• Personally developed ideas that helped reduce broken promises to customers, increased CSAT, reduced technician overtime, increased technician productivity, & morale and positively affected the unit’s EBITDA by 20%.

• Worked with multiple service teams to develop processes according to DOT & ISO standards and daily activities to make the workday more efficient and manageable.

President/Owner – Agape Group, LLC, Woodstock, IL April, 2008 – Present

• Assist aspiring business owners & entrepreneurs with the start-up phase of their company.

• Helps entrepreneurs establish business credit by creating a 6-9 month plan to have a minimum # of credit accounts with various vendors.

Homes Services Rep – Nicor Home Services, Geneva, IL August, 2006 – September, 2007

• Increased company product repair warranty sales by up selling on incoming customer calls.

• Maintained contact with technicians and field management to ensure all customers were serviced.

• Assisted the call center management with training new employees on company policies and operating procedures.

• Took inbound phone calls related to technician schedules, route statuses and customer complaints and forwarded them to the proper handlers.

Software Skills

Microsoft Word, PowerPoint, Outlook, Excel, Service Power Dispatch Software, NPS and Oracle

Education

Bachelor of Arts in Business Administration – University of Phoenix, Phoenix, AZ July 2013

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