Larry G. Goods
4213 Craig Ave
Charlotte, N.C. 28211
(704)910-1963
larryggoods@gmail.com
OBJECTIVE:
To obtain a position as a Customer Relations Specialist
(Other areas of interest: Team Lead/Supervisor)
SUMMARY OF QUALIFICATIONS:
Customer Service Representative: call center enviroment experience (typically in the utilities dept. with various clients), developed & maintained strong leadership and communicational skills related to the position, utilized and followed strict client protocol, adhered to technical procedures and utilities commission regulations, processed, handled & resolved customer concerns/complaints, documented /notated customer accounts, demonstrates proficiency in the use of Microsoft, Word Perfect, Siebel, Phoenix Sytems, Citrix and SAP. Assisted customers in intiating and processing of new accounts, closing accounts, and making credit arrangements, resolving technical, client or representative(co-worker issues: troubleshooting, problem solving, and account satisfaction resolutions. I also possess many more attributes as it relates to this field.
Team Lead/Supervisor/ Management Team: collaborated with team members to identify &
improve customer satisfaction and overall quality, monitored and audited inbound/outbounds calls, made appropriate recommendations & appraisals, conducted meetings to ensure consistency of processes, performed quality analyzations,evaluations and individual coaching in accordance to guidelines, documented quality reports accurately and in a timely fashion, participated with qualilty/call center calibration sessions with program managers and clients, interacted/consulted with all departments as a vital member of the special project teams and demonstrated the ability to perform as a primary resource in customer sensitive issues. Helped to ensure that associates represent themselves in a
professional manner, as well as guide them for future problem solving and self reliance. Experienced in Client policies & procedures, acquired strong organizational & time management skills, familiar with Microsoft Office (Excel, Word & PowerPoint)
Professional Accomplishments:
-Received a recommendation for an in house promotion from Customer Service Rep. Department to become a member of the Escalated/Assist Gate Teams
-Received special bonuses, merits, and incentitives for providing outstanding Customer Service, Call Quality and Overall Job Performance in Customer Services
Previous Employers:
Iqor Call Center (704)943-1610
2801 W Tyvola Rd
Charlotte, NC 28212
SmartAge.com (704)401-3040
4201 Congress St, Ste#375
Charlotte, N.C. 28209
EDUCATION:
Graduate of St Benedict High School/A.C Flora
College Education: Benedict College
Description
