SCOTT A.
THOMPSON
[email protected] | 1292 US RT 22, Hollidaysburg, PA 16648|814.932.4808
SUMMARY:
Results-oriented individual with diverse background in recruiting, technical support, management, sales and customer
service. Dedicated to providing excellent customer service and making operational and procedural improvements.
HIGHLIGHTS:
Computer Help Desk trained.
Vast technical knowledge
High Customer service standards
Service solutions expert
Dedicated to process improvement
Conflict resolution proficiency
Customer Service management expertise
Training manual Contributor
Training and development
ACCOMPLISHMENTS:
Exceeded corporate target for customer satisfaction for 12 months in a row.
Experience in troubleshooting all Windows OS and Mac OS.
Disagnosed hardware and software failures and resolved technical issues with an 85% success rate vs goal of 80%.
EXPERIENCE:
DRIVER RECRUITER
Smith Transport Inc. | Roaring Spring, PA
March 2014 March 2015
Interview, gather, and analyze information skillfully to obtain a complete application and pre-qualify applicants.
Conduct personal interviews daily with prospective candidates.
Process all applications for new hires and rehires, including experienced drivers.
Complete background checks including: DAC, CDLIS, MVRs and PSP to verify driving record, employment history, etc.
Review applications of prospective hires and make determination if the applicant is qualified.
Complete pre-hire files and paperwork on applicants.
Maintain complete files of non-hired drivers, as appropriate.
Contact and schedule driver applicants for orientation through the Internal Recruiting Database.
Order bus or flight tickets or for applicants; cancel tickets for applicants who no showed, follow up with Greyhound and
Airline(s) to ensure ticket is cancelled
Customer Service Work at Home
Convergys | Hollidaysburg, PA
July 2013-February 2014
Interact with customers from a work at home environment via inbound/outbound calls as well as via text and email support.
Meet customer requirementsthrough first contact solution
Maintained compsore and patrience in face of difficult
Prepare acurate an complete update of customer profile.
customer situations.
Troubleshoot, research, and analyze problems with
Provided thorough suppport and problem resolution for
installation, billing and service.
customers
Customer Care Supervisor
NEW Corp | Altoona, PA
October 2012-June 2013
Effectively managed up to 20 representatives in a high volume call center.
Created and implemented a centerwide tracker reducing center hamdle time by 30 seconds inside 3 months.
Provided technical guidance, training and staff development for Customer Service Representatives.
Provided feedback and coached agents to ensure calll service and call quality goals are met on a daily/weekly/monthly basis.
Promoted a superior, customer focused environment by managing the efficient delivery of quality service to customers
Successfully manager up to 20 representative at a time in a high volume call center
Effectively contributed to meeting/exceeding all key performance indicators and business objectives and met all customer
satisfaction levels for quality service and support.
Motivated staff through formal/informal coaching, training initiatives, incentive programs, career development opportunities.
Program Specialist
NEW Corp | Altoona PA
July 2012 October 2012
In a call center environment, manage incoming escalated customers, successfully de-escalating customers.
Resolve end user inquiries by utilizing multiple technologies including telephony, chat and web based inquiries.
Handled technical questions from internal/external agents who had questions on policy/procedure and resource usage.
Document information into web based ticketing system.
Search and navigate knowledge base to identify appropriate resolution for client issues.
Escalate unique issues or inaccurate information contained in knowledge base to the immediate supervisor for resolution.
Protection Plan Premier Representative
(Tech Support)
References
Available Upon Request
NEW Corp | Altoona PA
April 2012 July 2012
Selected to launch new program. Trained in Computer Help Desk support.
Troubleshooting included but not limited to; Desktops,
Took on additional responsibility to assist in launch of new
Laptops, TVs, surround sound, tablets, windows OS; Linux
Protection Plan Premier Program. New computer
OS; mac OS and android OSs
troubleshooting program.
Incoming calls from external customers
Took on additional role of RESOLUTION SPECIALIST:
probing/troubleshooting to determine failure of covered
Calling customers back whose product claim was denied.
products.
Asking detailed questions to determine if failure could be
Determine issue/failure is software or hardware.
pushed through and covered under the plan and reported
Hardware related issues- Troubleshoot to resolve issue and
results back to Director for claim denial rates
get product functioning correctly.
Computer Help Desk curriculum.
Unresolvable issues-file claims for product repair or
replacement.
New Hire Training Advocate
NEW Corp | Altoona, PA
August 2010 - July 2012
In a call center environment - providing initial and ongoing training to 20 to 40 new hires a week
Trained new employees and explained protocols clearly and efficiently.
Filled in and presented and trained the class material when a trainer was unavailable.
Subject matter Expert on all policies and procedures as well as all troubleshooting procedures.
Was selected to help launch the NHA program from start.
Assisted new hires during their first 2 weeks with any questions that arise when on Calls.
Assisted with presenting power point presentations on new material during Initial new hiring training.
Took on additional projects when opportunity arose.
Customer Care Representative
NEW Corp | Altoona. PA
July 2010 - July 2012
Interact with customers in a fast paced call center environment via inbound calls.
Technical troubleshooting of satellite television system(s).
Gather Information from customers to identify cause of problems/dissatisfaction.
Determining appropriate courses of action to ensure the result is successful from both a client and customer standpoint.
Accurately document the Interaction through contact tracking.
Meeting or exceeding defined monthly performance objective including but not limited to:
First call resolution customer satisfaction, attendance, schedule adherence and average handle time.
Retail Sales Consultant
AT&T Mobility | Altoona, PA
December 2007 - October 2008
In a customer facing environment - providing prompt and courteous customer service and sales.
Understanding Customer data and communications needs and helping them discover which products meet those needs.
Multi-tasking in a fast paced retail environment.
Interacting with customer and providing g prompt and courteous face to face customer service.
Assistant Store Manager
AT&T Mobility | Altoona, PA
September 2006 December 2007
In a customer facing environment - providing prompt and courteous customer service and sales
Assist with hiring and development of retail store/kiosk staff.
Goal setting, coaching and performance evaluation of staff.
Aided in creation and implementation of schedules and staffing.
Education:
Bradford Business School
October 2004
Pittsburgh, PA
Associates Degree - Merchandising Management (Business)
