Years of experience: 11
ConsultingBusiness OwnerCall CenterSupport SpecialistCustomer ServiceCustomer Success Manager
Trust Score
Highly reliable; strong professional involvement.
Faye's Career Path
Apr. 2021 -Jan. 2023
UpsieConsumer Relations Specialist
Remote● Offered high-quality support by engaging potential customers across various channels, including outbound calls, inbound calls, and scheduled appointments, achieving a first call resolution rate. ● Drove operational service excellence and improved customer partnerships by executing premier service delivery. ● Maintained and reviewed warranty payments and schedules by performing audits, inclu...
Feb. 2014 -Apr. 2019
CiscoCustomer Success Manager
Greater Atlanta Area● Monitored multiple queues for case retrieval and call routing for a 365 x 24 x 7 support model, promptly resolving customer cases. ● Served as a Subject Matter Expert for video processes and routing protocols based on service level agreements/contracts, reducing customer support calls/inquiries by 65%+. ● Created and resolved technical support case management requests, achieving an 85% succ...
Apr. 2013 -Aug. 2013
Cbeyond - now a Birch CompanyCustomer Success - Project
Atlanta, Georgia, United States● Liaised between sales, customers, and installers-scheduled installation and service appointments, providing strategic guidance and expertise. ● Oversaw new installations by verifying that technicians adhered to specific installation guidelines, customer satisfaction surveys, and re-dispatching techs to unsatisfied jobs, maintaining customer retention and referrals at 85%. ● Escalated and co...