Edward Carter
Capitol Heights,MD
Summary
Accomplished professional with a proven track record in enhancing customer satisfaction and retention, notably at Comcast, Xfinity. Skilled in quality assurance and coaching, adept at leading teams to exceed performance metrics through strategic planning and effective communication. Demonstrates exceptional ability in personnel management and operations optimization, contributing to significant improvements in service delivery and efficiency. Proactive Call Center professional bringing excellent leadership skills and capability to help staff meet and exceed customer expectations. Equipped to train, monitor and manage high-performance teams in fast-paced environments. Personable and decisive with expertise in diplomatic conflict resolution and consumer behavior.
Overview
9
9
years of professional experience
Work History
Assistant to the Property Manager
Enterprise Residential
09.2022 - Current
- Improved tenant satisfaction by promptly addressing concerns and resolving issues in a timely manner.
- Streamlined communication between property management and tenants, maintaining open lines for better issue resolution.
- Assisted with the collection of rent payments, ensuring timely deposits and accurate recordkeeping.
- Supported property manager with lease negotiations, resulting in favorable terms for both parties.
- Conducted thorough property inspections to identify maintenance needs and ensure compliance with safety regulations.
- Coordinated maintenance team schedules, optimizing workflow and minimizing downtime for tenant services.
- Managed vendor relationships, securing high-quality services at competitive prices for property upkeep.
- Assisted in marketing efforts to attract new tenants, contributing to high occupancy rates throughout the year.
Call Center Supervisor
Comcast, Xfinity
02.2019 - 05.2022
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Trained team members on performance metrics and consumer behavior identification.
- Developed process controls and metrics for daily management of call center.
- Enhanced team performance with consistent coaching, feedback, and development opportunities.
- Achieved high-quality service levels by continuously monitoring calls and providing constructive feedback to agents.
- Improved customer satisfaction by effectively resolving escalated issues and providing timely support.
- Increased first-call resolution rates by equipping agents with comprehensive knowledge of products and services.
Call Center Team Lead
T-Mobile
08.2015 - 02.2019
- Responded to team support questions quickly to maintain call center efficiency.
- Handled advanced issues with calm, knowledgeable and professional approach.
- Ensured high-quality service by monitoring calls, providing feedback, and coaching team members on areas for improvement.
- Participated in the recruitment process to identify top talent for call center positions, ensuring a strong foundation for continued success.
- Implemented new technology solutions that streamlined processes and improved overall efficiency within the call center environment.
- Improved customer retention rates by addressing escalated issues promptly and professionally, ensuring positive resolution for both parties involved.
- Increased customer satisfaction by implementing effective call center strategies and providing timely solutions to customer concerns.
Education
Bachelor of Arts - Communications
SNHU
Sourthen New Hampshire06.2025
Skills
- Call Monitoring
- Quality Assurance
- Coaching and Mentoring
- Staff Motivation
- Employee Motivation
- Information tracking
- Document Management
- Brand Management
- Account penetration
- Product and Service Sales
- Strategic Planning
- Personnel Management
- Operations Management
- Sales Support
- Staff Management
- Sales tactics
- Employee Coaching
- Reporting skills
- Performance Management
- Customer Retention
- Performance Evaluation
- Public Speaking
- Marketing
- Staffing and scheduling
- Scheduling proficiency
- Report Writing
- Documentation expertise
- Training Coordination
- Timekeeping abilities
- Customer service focus
Timeline
Assistant to the Property Manager
Enterprise Residential
09.2022 - Current
Call Center Supervisor
Comcast, Xfinity
02.2019 - 05.2022
Call Center Team Lead
T-Mobile
08.2015 - 02.2019
Bachelor of Arts - Communications
SNHU
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