Objective: Proven track record in resolving and reducing customer complaints and meeting customer service level agreements. Responsible for successful strategic initiatives to improve team productivity and increase staff retention. A decisive action-orientated manager who successfully takes complete ownership of the customer service function.

Description:

• Assist Customers regarding product and service problems and inquiries via Social Media.
• Perform root cause analysis for any high impact or repetitive issues via Social Media Venue.
• Ensure proper handling and follow up with customers.
• Provide business updates and recommendations to senior level management as it relates to current and future state of Social Media Operations.
• Work with Corporate Communications and Legal on a weekly basis to ensure the appropriate response and message is being delivered via Social Media.
• Implemented self service links to change from English to Spanish on the AT&T website.
• Skills Used Customer Service Customer Retention Loyalty Program Time Management Moderate skills with high level of proficiency.