ANDRE D.

CONGO
7029 Gables Lane * Atlanta, GA 30350
770.557.0941 (H) or 410.913.8093 (C)
acd671fa@westpost.net
CUSTOMER SERVICE SUPERVISOR / MARKETING SUPPORT
MBA graduate who is meticulous, driven, and committed to exceeding expectations.
Solid background of accomplishments in customer service, call center management
, and staff training/development that always results in process improvement, enh
anced productivity, increased client satisfaction, and operational efficiency. D
eep and rich knowledge of marketing and merchandising principles, concepts, and
programs to advance business and sales. Work well with staff at all levels to co
rporate heads and key decision makers.
Relevant Highlights:
* Key contributor to reduction of call center response time from 410 seconds to
393 seconds and led team that attained highest sales increase for high speed int
ernet customers.
* Embrace emerging technologies, avid user of software and tools to enhance busi
ness, and known as "go to" person for knowledge and usage of IT tools and system
s providing key support and assistance to staff at all levels.
* Confident advisor and coach to account executives, operations personnel, and t
echnical support divisions.
* Inject creative and artistic talents into the workplace with plans/programs th
at engage and motivate others, enhance worker productivity, and ultimately advan
ce the bottom line.

PROFESSIONAL EXPERIENCE

COMCAST CABLE, Nottingham, MD & Alpharetta, GA * 10/2000 - 7/2010

CUSTOMER OPERATIONS SUPERVISOR/CALL CENTER
Directed and supervised up to 18 Customer Account Executive (CAE) Repair Team. P
rovided input, guidance, and support on all company policies, procedures, and pr
otocol for servicing of Comcast products. Applied performance measurement standa
rds and conducted monthly/annual staff evaluations. Maintained personnel and adm
inistrative files. Communicated frequently with management team and assessed cus
tomer service levels. Reviewed daily workload and coached staff on all CAE trans
actions. Planned and conducted team meetings, training sessions, and coaching se
ssions with all CAE staff. Completed follow-up with external customers as needed
and ensured all account inquires were closed out while meeting customer satisfa
ction.
Successes & Achievements:
* Devised and instituted strategic plans of action that outlined issues and chal
lenges agents faced on product knowledge and applied available resources to tap
into that enhanced customer service and problem resolution (i.e., saved the comp
any thousands from outsourcing of service calls to companies in Canada).
* Created and instituted measuring tools such as charts and graphs that broadcas
ted Average Handle Time for each team member, applied special plans/programs th
at enhanced staff morale and worker productivity, and resulted in agents loweri
ng their response time by 12% (from 400 seconds to 393 seconds).
* Coached newly hired agents and kept productivity on track with service levels
remaining at a consistent 80% even during peak hours.
* Personally trained and mentored many call center professionals who advanced in
their careers to management level positions.

COMCAST CABLEVISION OF MARYLAND, White Marsh, MD * 2/1998 - 10/2000

CUSTOMER ACCOUNT EXECUTIVE
Provided customer service to clients and completed sales of products/services wi
thin a busy inbound call center. Disbursed detailed information on billing, serv
ice, programming, and product usage. Completed follow-up and ensured successful
resolution on complex account issues. Performed various administrative and cleri
cal functions in support of business operation.
Successes & Achievements:
* Communicated daily with clients and customers from diverse backgrounds and cul
tures and ensured highest level of satisfaction with all Comcast products and se
rvices.
EARLY CAREER as a Media Specialist, Northwest Hospital.

EDUCATION & TRAINING

Master of Business Administration

University of Phoenix
Bachelor of Science, English Media Arts
Coppin State College
Affiliations/Activities:
Alpha Kappa Mu Honor Society / Coppin State College
Member of American Federation of Radio Television Artist