Nick Ballinghoff
Myrtle Beach,SC
Summary
Authorized to work in the US for any employer Customer Service professional with expertise in communication and negotiating. Driven to provide superior quality customer service. Innovative in leveraging extensive knowledge of products and services as well as creating solutions for customers to drive loyalty, retention and revenue. Highly adept at training, managing, coaching and mentoring customer service associates with talent for interacting with staff at all levels of organization, while also bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Overview
4
4
years of professional experience
Work History
Government Offline Activation Representative
T-Mobile
06.2022 - Current
- Responded to customer requests for products, services, and company information.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Processed customer service orders promptly to increase customer satisfaction.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Updated account information to maintain customer records.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
- Maintained up-to-date knowledge of product and service changes.
- Followed up with customers about resolved issues to maintain high standards of customer service.
Engagement Coach
Charter Communications Inc
08.2020 - 06.2022
- Engaged in client meetings to discuss critical behaviors to drive performance of Charter Communications.
- Managed and motivated teams of 45 employees to be productive and engaged in work.
- Accomplished multiple tasks such as, payroll, coaching's, quality assurance, etc. within established timeframes.
- Monitored and analyzed business performance to identify areas of improvement and make necessary adjustments.
- Communicated clearly with employees, suppliers and stakeholders to keep everyone on same page and working toward established business goals.
- Defined clear targets and objectives and communicated to other team members.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Developed detailed plans based on broad guidance and direction.
- Set aggressive targets for employees to drive company success and strengthen motivation.
- Leveraged data and analytics to make informed decisions and drive business improvements.
Engagement Specialist
Charter Communications Inc
12.2019 - 08.2020
- Monitored customer conversations and provided timely, knowledgeable assistance.
- Managed up to 4 live chats at a time.
- Managed over 80 customer inquiries via live chat per day.
- Worked closely with each customer to carefully resolve issues within timely fashion.
- Responded to customer inquiries and provided accurate information about products and services via live chat.
- Documented all customer information accurately in computer system, providing dated notes for future reference.
- Resolved customer complaints by identifying problems, suggesting solutions and implementing corrective action.
- Trained new team members on live chat procedures and customer service protocols.
- Asked open-ended questions to determine which products or services would be best fit for customer's needs.
- Researched customer inquiries to provide accurate and up-to-date information.
- Remedied issues quickly and within parameters of company-mandated policies and procedures.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
Education
High School Diploma -
Socastee High School
Myrtle Beach, SC06.2017
Skills
- Managing Multiple Tasks
- Prioritization
- Product Promotion
- Quality Control
- Data Evaluation
- Project Management Abilities
- Multi-Line Telephone Operation
- Managing Phone Systems
- Customer Account Management
- Account Management
- Issue and Complaint Resolution
- System Implementation
Timeline
Government Offline Activation Representative
T-Mobile
06.2022 - Current
Engagement Coach
Charter Communications Inc
08.2020 - 06.2022
Engagement Specialist
Charter Communications Inc
12.2019 - 08.2020
High School Diploma -
Socastee High School
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