Paul Ellis
Augusta
Summary
Dynamic customer service professional with extensive experience in both face-to-face and tele-service environments. Proven ability to handle customer inquiries and complaints effectively and with professionalism.
Aiming to bring in skills and enthusiasm to be a positive contribution to your company and its loyal customers.
Overview
13
13
years of professional experience
Work History
Customer Service Representative
Convergent
Martinez
10.2018 - 07.2019
- Managed a large volume of customer support calls in a fast-paced call center environment.
- Worked varied hours, including days, nights, weekends, and some holidays, as dictated by company needs.
- During high-demanding times, demonstrated adaptability and flexibility to work extended hours for an increased number of shifts with little to no advance notice.
- Utilized active listening skills to provide customized advice, assistance, and solutions based on the particular needs or wants of the customer.
- Maintained accurate customer digital account data for current Sprint customers.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers with inquiries and technical support, including but not limited to phone activations, migrating and porting customer numbers to a newly purchased phone, and resolving service disruptions.
Customer Service Representative
Teleperformance USA
Augusta
05.2012 - 07.2017
- Provided support for DirecTV and AT&T customers related to billing, technical support, product offerings, and other concerns as needed.
- Provided prompt and effective support to AT&T and DirecTV customers.
- Provided prompt and effective support to AT&T and DirecTV customers to enroll new customers and persuade canceling customers to remain with the company.
- Handled escalated calls efficiently, finding a decreased rate of cancellations.
- Handled 75 plus calls per shift related to billing issues, technical support, and sales.
- Served as a training mentor for new employees to improve employee retention rates.
- Utilized strong communication and conflict resolution to address customer complaints and disputes in a professional manner while maintaining a friendly, courteous, and helpful attitude.
- Was chosen by management to become a member of the prestigious "Blue Diamond Club" for exceptional representation based on work ethic, evaluation, and customer satisfaction rate.
Detail Manager
Taylor Auto Group
Martinez
04.2006 - 04.2008
- Managed and supervised a team of six technicians to develop and aid skillful, economical, first-rate department in a high-volume car dealership
- Facilitated communications between store management, sales personnel, customers, and technicians to ensure a punctual and premium automotive service and meet the demand of the dealership.
- Performed vehicle inspections prior to service to advise on the best possible solutions to address problematic areas of need.
- Inspected vehicles after servicing to ensure the service met the expectations of the dealership management, as well as the customers.
- Performed administrative duties such as scheduling, payroll, and record keeping.
- Monitored department performance identified areas of improvement to maximize efficiency and profitability.
- Maintained a clean and safe working environment that remained well-stocked with needed supplies.
Education
Associates - Automotive Business And Finance
Wyotech of Blairsville
Blairsville, PA12.2009
High School Diploma - Advanced European History
Hephzibah High School
Hephzibah, GA06.1998
Skills
- Customer service
- Critical thinking
- Data entry
- Problem resolution
- Relationship building
- Customer relations
- Technical support
- Training and mentoring
- Leadership
- Troubleshooting
- Entra - personal skills
- Time management
Timeline
Customer Service Representative
Convergent
10.2018 - 07.2019
Customer Service Representative
Teleperformance USA
05.2012 - 07.2017
Detail Manager
Taylor Auto Group
04.2006 - 04.2008
Associates - Automotive Business And Finance
Wyotech of Blairsville
High School Diploma - Advanced European History
Hephzibah High School
Similar Profiles
Rae MikeskaRae Mikeska
AP Lab Supervisor at Convergent LaboratoriesAP Lab Supervisor at Convergent Laboratories
Cason ClemmonsCason Clemmons
Fiber Technician at Gulf Coast Convergent SolutionsFiber Technician at Gulf Coast Convergent Solutions
Tang Mean Yi JannelTang Mean Yi Jannel
Product Manager at Convergent Systems (S) Pte LtdProduct Manager at Convergent Systems (S) Pte Ltd
Tracey HunterTracey Hunter
Program Coordinator at Housing and Community DevelopmentProgram Coordinator at Housing and Community Development
Ruqayah AlzirejRuqayah Alzirej
Receptionist at University Of Maine At AugustaReceptionist at University Of Maine At Augusta