Customer Advocate Resume Examples

Customer Advocate

• Answered inbound calls with a warm and courteous greeting to ensure customer service satisfaction
• Greeted customers and gave standard information in response to phone, email or in-person inquiries
• Scheduled appointments for sales staff and entered and maintained customer information, down payments and service calls in the database
• Assisted sales and installation staffs with clerical duties and managed office supply needs

Customer Advocate

Handled and managed 35 to 50 customer accounts per day.

• Performed calling plan analysis, recommended plan changes/migrations.
• De-escalated calls by utilizing active listening, positive positioning statements to ensure positive resolution for both customer and company.
• Provided Floor Support for peers by answering questions, providing feedback and direction for credits, equipment, and troubleshooting.
• Offered upgrade recommendations based on consumer needs, and historical equipment usage to assist with company retention and growth goals.
• Provided technical troubleshooting for all [company name] CDMA and LTE equipment ranging from feature phones, smart phones, and mobile broadband equipment for Windows and Mac.

Customer Advocate

• Manages inbound calls and written correspondence to achieve an accurate resolution, which includes thoroughly clarifying the terms and conditions of the customer's contract.
• Participates in weekly meetings that are structured to aid in the enhancement of my professional development.
• Conducts random reviews/audits of contract files to ensure that documentation adequately supports customer's needs.
• Provides oral communication to individuals or groups effectively, taking into account the audience and nature of information.
• Achieved awards for team's Top Performer, 3 consecutive months.

Supervisor Customer Advocate

• Achieved highest TSR company sales revenue generation for COX Enterprises Circle of Excellence
• Promoted to Supervisor Customer Advocate; negotiated strategic positive customer experience
• Tier II level support for Field Technicians, CSR’s, Customers for phone, data, cable TV & security
• Provisioned phone switch programming telecommunications; feature changes, troubleshoot coding
• Advanced understanding for Telnet applications, data provisioning tools ProComm, Secure CRT, SSH applications, data tools, security tools, Aspect, PeopleSoft
• Microsoft Office; Word; Excel; Outlook; PowerPoint Lync; Internal Customer Database Mainframe

Customer Advocate

Identified chronic issues via customer survey results and comments

• Extensive customer follow-up resolved incidents to promote survey response and verification of resolution
• Followed up with customer requests for contact/dissatisfied survey responses to ensure resolutions were reached.
• Used incident and work order trending to create ways to be proactive in suggesting support model changes
• Supported teams with call and ticket monitoring/review to ensure customers were receiving quality service and/or to suggest coaching for technician regarding customer service or technical
• Used business analytics and discovery to determine support needs of business units - one size does not fit all
• Collaborated with all levels of leadership and IT support groups on proposed/suggested technology, environmental and process implementations
• Interviewed & hired candidates, as well as posed necessary questions from a customer service perspective.
• Created tools to be implemented by the Service Desk and Desktop Support teams to increase survey responses & ensure feedback from customers.
• Created incentivized initiatives to increase customer involvement, which resulted in a 6% increase in response rate from a 4-month perspective.

Customer Advocate

Verified 3rd party documentation such as bank accounts, employment records, social security numbers and ran through Score

• Completed vehicle inspections
• Adhered to opening and closing procedures
• Audited customer files on a weekly basis
• Verified vehicle title and VIN numbers

Customer Advocate

• Build strength and customer loyalty by finding solutions to customer needs.
• Build strong customer relations by delivering great customer service.
• Maintain quality control/satisfaction records, constantly seeking new ways to improve customer service.

Customer Advocate

• Effectively worked in a high call volume of inbound customer calls
• Trouble shoot problems with customer bills and cell phones
• Addressed and resolved customer product complaint empathetically and professionally

Customer Advocate and Team Lead

Ensured individual and department goals are met by providing resolution and comprehensive written responses to the customer complaints and inquiries.

• Strived to respond to the customer's issues with "first correspondence" resolution.
• In-depth research of the account history, processing service requests, approving and verifying authorized requests, processing of documents, inputting or updating system information and resolving issues.
• Adherence to all government regulations, company and department policies and procedures related to mortgage servicing
• Communicating with other internal departments for supporting information, documentation, account history, account corrections and reimbursements
• Assisting and responding to escalated issues from team members and/or senior management in a timely and effective manner
• Maintaining a constant line of communication with team members to provide progress to senior management by the end of the business day

Customer Advocate

• Greet customer as they enter store to provide outstanding customer service
• Handle incoming customer calls: estimated time of arrivals, service issues, warranties, pricing, commercial, dispatch, repair, cash, wholesale, and same-day reschedules/cancellations
• Perform confirmation calls
• Process payments and invoice completed jobs ensuring payment has been received or billed
• Provides customer service by responding quickly to technician and customer requests, communications and complaints