1. Aaron Most
836 Margaret Street, St Paul, MN55106 - 6513244659 (H) - 6513244659 (C) - amnustart@aol.com
Objective
A creative self-starter, provenleadershipskills, able to identify gaps in processesand initiate corrective
actions. Experience in project management. Looking to improve my professionaland creative skills.
Highlights
High customer service standards Researchand Analysis
Call center management experience ProcessResearch
Strongproblemsolvingability Data Compilation
Accomplishments
Worked with the ProcessTeam to create and document the Methods & Procedures for 9
different functions between 2010 and 2013.
Primary driver intransitioning the Priority functionto COU, saving AT&T over eight million
dollars.
Three time Service Excellence AwardNominee.
Created a desk guide for business credits & adjustments which resulted in a goal-reaching
decrease in Courtesy credits.
Experience
AT&T September 2015 to May2016
CS VENDOR MGMT - SR. SPEC-ANALYST
Bloomington, MN
Compiled statisticalinformationfor specialreports.
Identified and resolvedproceduralissues and provided feedback.
Successfully establishedeffective systemsfor recordretentionby creatingdatabase for daily
correspondence tracking.
Defined application problems by consulting with clients to evaluate proceduresand processes.
Maintained weekly communication with clients to ensure up to date knowledge and
understanding of issues and outliers found.
AT&T November 2006 to September 2015
CS - TEAM MANAGER
Bloomington, MN
Developedclose relationships with customersand AT&T contacts.
Developed, implemented and monitoredprograms to maximize customer satisfaction.
Owned team productivity metrics.
Interviewed, hired and trained new quality customer service representatives.
Addressed negative customer feedback immediately.
Effectively communicatedwith team members to maintain clearly defined expectations.
Resolvedcustomer questions, issuesand complaints.
Recommended changes to existing methods to increase the accuracy, efficiency and
responsiveness of the customer service department.
AT&T January 2005 to November2014
Business CS Specialist II
Bloomington, MN
Assisting business customerswho call into the NBO callcenter.
Providedaccurate andappropriate informationin response to customer inquiries.
Addressedcustomer service inquiries in a timely and accurate fashion.
Ordering replacement phones and devices.
Assist with account issues or help the customersin finding answers to their issues.
Education
River Falls Senior High School
High School Diploma: General Studies
River Falls, WI, Pierce