Summary
Overview
Work History
Education
Skills
Affiliations
References
Timeline
Generic

Eric B. Clayton

Charlotte

Summary

Dynamic customer service leader with a proven track record at Spectrum, excelling in sales training and collaboration. Recognized for enhancing team performance and achieving ambitious sales goals. Skilled in effective communication and time management, consistently driving operational efficiency and customer satisfaction. Passionate about fostering a culture of excellence and continuous improvement.

Overview

11
11
years of professional experience

Work History

Customer Service Billing Lead

Spectrum
Charlotte
10.2022 - Current
  • Acted as primary contact for Customer Support Billing team inquiries and escalations.
  • Facilitated troubleshooting for billing issues and complex customer inquiries.
  • Collaborated with Call Center Supervisor to improve operational efficiency and customer satisfaction.
  • Documented customer account interactions meticulously to ensure accurate records.
  • Processed UCM tickets efficiently to maintain workflow continuity.
  • Researched ECAFs to assist in resolving customer inquiries.

Call Center Sales Supervisor

Spectrum
Columbus
03.2021 - 09.2022
  • Trained and managed teams of up to 18 agents, enhancing sales team performance.
  • Fostered culture of retention and customer care within Spectrum Call Center.
  • Established ambitious goals for employees to promote achievement and surpass business targets.
  • Monitored daily call volumes, handle times, and other key performance indicators.
  • Conducted weekly one-on-one meetings with individual team members.
  • Collaborated with management teams to develop new initiatives that increase efficiency and effectiveness within the call center environment.

Retail Store Supervisor

Spectrum
Columbus
01.2020 - 03.2021
  • Supervised and coordinated the daily activities of retail store associates.
  • Conducted regular audits on inventory accuracy, ensuring precise stock levels in storeroom and warehouse facilities.
  • Established strong customer relationships through effective probing techniques to resolve issues.
  • Promoted a performance-driven culture by providing training and career development opportunities.
  • Designed and created promotional displays to enhance visual appeal throughout the store.
  • Trained new employees on store policies, customer service skills, and sales procedures.

Store Sales Agent

Spectrum
Lorain and Columbus
12.2017 - 01.2020
  • Advised customers on Spectrum Core and Mobile products, highlighting features and benefits.
  • Assisted customers in locating products on the sales floor while processing payments efficiently.
  • Promoted products through demonstrations, effectively educating and engaging customers.
  • Operated register, handled cash and processed credit card transactions.
  • Answered customer questions and responded quickly to problems and complaints in person, on phone and by email.

Inside Leadership (MSA)

Red Ventures, Inc.
Charlotte
07.2014 - 11.2017
  • Achieved profit through inbound and permission-based outbound calls using persuasive sales techniques.
  • Exceeded monthly sales goals consistently while meeting quality assurance standards.
  • Increased profitability for Vonage, CenturyLink, Verizon, and Hughes Net through effective cross-selling and upselling.
  • Educated customers on product features and benefits, addressing inquiries and overcoming objections.
  • Conducted 25 to 35 inbound calls daily to support client needs.

Education

Bachelor of Science - Business Administration

Lincoln University
Lincoln University, Pennsylvania
05-1991

Skills

  • Collaboration and teamwork
  • Sales training and forecasting
  • Product knowledge and expertise
  • Leadership development
  • Active listening
  • Time management
  • Effective communication

Affiliations

  • The Greater Carolinas Chapter – Alumni Association of Lincoln University, President/Vice-President/Treasurer, 10/01/12, 12/31/17
  • Phi Beta Sigma Fraternity, Incorporated, Member, 01/01/88, 05/31/88

References

Excellent references are available upon request.

Timeline

Customer Service Billing Lead

Spectrum
10.2022 - Current

Call Center Sales Supervisor

Spectrum
03.2021 - 09.2022

Retail Store Supervisor

Spectrum
01.2020 - 03.2021

Store Sales Agent

Spectrum
12.2017 - 01.2020

Inside Leadership (MSA)

Red Ventures, Inc.
07.2014 - 11.2017

Bachelor of Science - Business Administration

Lincoln University

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Eric B. Clayton