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Summary
Dedicated call center customer service professional with more than 3 years of experience in addressing customer requests  as well as processing and troubleshooting accounts by phone, computer, and internet. Excelled at effectively handled multiple, high-priority projects and took pride, and still takes pride, in providing exemplary customer service. Personable and professional under pressure.
Accomplishments
  • Exceeded quotas and surpassed average call center goal by 100%
  •  Filed 98% error free processed accounts throughout tenure with the State of California.
  • Consistently commended by superiors for resolving volatile customer situations quickly and courteously.
  • Extensive background in conflict resolution and customer care.
  • Filed more than 500 accounts  per week throughout tenure.
  • Superior computer skills and telephone etiquette.
  • Recipient of multiple positive reviews acknowledging dedication to excellent customer service.
  • Excelling at customer satisfaction and retention.
Skills
  • High customer service standards
  • Exceptional communication skills
  • Conflict resolution proficiency
  • Devoted to data integrity
  • Strong problem solving ability
  • Troubleshooting skills
  •  Microsoft Office Suite Proficiency  
  • Professional phone etiquette
  • Works well under pressure
  • Adheres to customer service procedures
Work History
Call Center Customer Service Representative - Agent Support 10/2017 to Current
See's Candies Carson, Ca
  • Upsell and cross sell products and programs.
  • Investigated and resolved customer requests and complaints in a timely and empathetic manner by phone, computer and/or internet.
  • Billing
  • Built and maintained solid customer relationships by providing outstanding customer service.
  • Provide proactive and timely resolutions as needed.
  • Recipient of multiple positive reviews acknowledging dedication to excellent customer service.
Office Services Clerk 05/2017 to 10/2017
Paul Barry and Associates Long Beach, CA
  • Greet clients warmly and answer phones

  •  Filing responsibilities    

  • Operate office machines, scanners, photocopiers, postage, and fax

  • Sort as well as distribute incoming mail

  • Handle time-sensitive material and confidential packages

  • Demonstrate friendly and cooperative attitude and maintain high level of customer care

  •  Data Entry

  • Trained new office clerks

SUPERVISOR– Tara Fletcher


Call Center Customer Service Representative 03/2010 to 03/2013
Employment Development Department 1116 N. McCadden Pl, Los Angeles CA, 90015
  • Responded to requests, questions, and complaints in a fast pace call center environment by computer, phone and internet.
      • Responsible for troubleshooting problem accounts
      • Entered and updated new accounts details in the customer relationship management software according to administrative guideline
      • Defused volatile customer situation calmly and courteously
      • Handled complaints, with empathy and professionals
      • Determined customer's eligibility for benefits, and informed claimants and employers of this decision
      • Data Entry; Documented all findings, actions, and decisions

SUPERVISOR - Enrique Garcia  

Library Student Supervisor 08/2005 to 05/2009
Loyola Marymount University 1 LMU Drive, Los Angeles, CA, 90045
  • Supervised, trained, and scheduled the work of library student staff
  • Reserved, circulated, renewed, and discharged books and other material
  • Provided assistance to teachers and students by locating materials.
  • Guided patrons in finding and using library resources, including reference materials, audiovisual equipment, computers, and electronic resources.
  • Answered reference inquiries, and referred patrons needing further assistance.

SUPERVISOR - Zarina Noorani .

Education
Bachelor of Arts: English 2009 Loyola Marymount University - Los Angeles, CA, 3.58 GPA
High School Diploma 2005 University High School - Los Angeles
This resume is created in 7 minutes.
Summary
Solutions - focused, versatile management professional offering a comprehensive background supporting U.S. military operations in roles of increasing responsibility during a four career in the United States Navy.  Effective communicator who quickly masters new roles and technologies to achieve positive results.
Highlights
  • Courteous and professional demeanor
  • Service-oriented
  • Flexible schedule
  • Flexible and adaptable
  • CPR certified 
  • Time management
  • Effective team leader
  • Excellent customer service
  • Interpersonal skills
  • Organizational skills
  • Meeting deadlines
Accomplishments
  • Received Global War on Terrorism Service Medal
  • Personally responsible for command equipment with no deficiencies, losses or damages.
  • Maintained 100% accountability of a large section of equipment during multiple overseas deployments.
Experience
Flow Team, 11/2017 01/2017 Target Atlanta, GA
  • Maintained a clean, safe work area.
  • Worked independently and with a team.
  • Drived sales by quickly and accurately placing items on store shelves.
  • Delivered a great-looking, fully-stocked sales floor.
  • Offer a fast and friendly guest experience.
  • Built attractive holiday and seasonal displays for merchandising program.
Computer Technician, 01/2015 10/2016 Greene Creations Computers Atlanta, GA
  • Resolved technical issues for clients in person, on the phone and through e-mail.
  • Installed motherboards, processors, RAM and graphics cards. Performed desktop and laptop repairs
  • Trained three new employees in effective diagnostic and repair procedures.
  • Troubleshot issues and resolved problems accurately and efficiently.
  • Performed diagnostic tests and repaired malfunctioning hardware and software.
CTT3, 07/2010 07/2014 U.S. Navy
  • Coordinated port visits and fleet operations domestically and abroad. Logged and filed classified documents.
  • Trained and instructed subordinates and supported unit.
  • 'Effective decision-maker in high-pressure environments.
  • Reviewed and edited correspondence prior to release and submission for signature.
  • Coordinated training schedules and filed crucial administrative paperwork.
Bagger, 05/2008 08/2008 Kroger Atlanta, GA
Greeted all customers.
Swept floors and maintained sweep logs.
Stocked, priced, front-faced and rotated merchandise.
Collected shopping carts and baskets from inside and outside the store.
Complied with health and sanitation practices and procedures.
Call Center Customer Service Representative, 04/2016 04/2017 IHG Charleston, SC
  • Answered customers' questions and addressed problems and complaints in person and via phone.
  • Offered exceptional customer service to differentiate and promote the company brand.
  • Built customer confidence by actively listening to their concerns and giving appropriate feedback.
Education
2017 Brown Mackie College Atlanta, GA, U.S. Associate of Science Criminal Justice
2009 Benjamin E. Mays Atlanta, GA, U.S. High School Diploma
This resume is created in 7 minutes.
Professional Summary
Retail sales professional versed in product placement and merchandising. Extensive experience in inventory management and shipment processing. [Job Title] who consistently meets and exceeds sales targets. Reliable team player and strong communicator. Retail professional with extensive knowledge of the fashion industry, including current trends. Enjoys helping customers find stylish and affordable clothing and accessories. Expert retail sales professional offering [Number] years experience in retail customer service and retail management. Focused on exceeding sales goals. Punctual retail sales professional focused on exceeding expectations and building customer loyalty. Flexible schedule and strong mathematical aptitude. Results-oriented Store Manager focused on increasing profits, reducing costs, inventory management and transforming customer service standards. Enthusiastic, outgoing and fashion-savvy Sales Associate proficient at building positive relationships with new and existing customers by offering superior customer service. Retail Sales Associate with more than [Number] years in the retail industry. Areas of expertise include sales, customer relations and inventory management. Accomplished Assistant Store Manager with [Number] years of managerial experience in a retail setting. Areas of expertise include sales, recruiting and people management.
Skills
  • Customer-oriented
  • Active listening skills
  • Consistently meets sales goals
  • Credit card transactions
  • Retail sales
  • Computer literate
  • POS systems knowledge
  • Upselling techniques
  •  

Merchandising

Stocking

Skilled problem solver

Shipment processing

Personable

Motivated team player

Employee relations

Natural leader

Work History
November 2012-May 2015 Senior Customer Service Representative | Class A Painting | Pass Christian, MS
  • Managed wide variety of customer service and administrative tasks to resolve customer issues quickly and efficiently.
  • Recipient of multiple positive reviews acknowledging dedication to excellent customer service.
  • Ensured superior customer experience by addressing customer concerns, demonstrating empathy and resolving problems on the spot.
  • Provided ongoing guest service, including giving fashion advice.
  • Asked open-ended questions to assess customer needs.
  • Provided an elevated customer experience to generate a loyal clientèle.
  • Developed reputation as an efficient service provider with high levels of accuracy.
  • Investigated and resolved customer inquiries and complaints in a timely and empathetic manner.
  • Contacted customer to follow up on purchases, suggest new merchandise and inform them about promotions and upcoming events.
  • Answered an average of [number] calls per day by addressing customer inquiries, solving problems and providing new product information.
July 1996-May 2008 Retail Sales Assistant | Diamondhead Golf Course | Diamondhead, MS
  • Greeted customers in a timely fashion while quickly determining their needs.
  • Recommended merchandise to customers based on their needs and preferences.
  • Wrote sales slips and sales contracts.
  • Maintained knowledge of current sales and promotions, policies regarding payment and exchanges and security practices.
  • Maintained knowledge of current sales and promotions, policies regarding payment and exchanges and security practices.
  • Responded to customer questions and requests in a prompt and efficient manner.
  • Contacted other store locations to determine merchandise availability.
  • Engaged with customers in a sincere and friendly manner.
  • Completed all cleaning, stocking and organizing tasks in assigned sales area.
  • Prioritized helping customers over completing other routine tasks in the store.
  • Contributed to team success by exceeding team sales goals by [number]%.
July 1996-May 2008 Appointment Setter, Secretary | Diamondhead Golf Course | Diamondhead, MS
  • Documented all customer inquiries and comments thoroughly and quickly.
  • Coordinated between billing department and customers to resolve problems.
  • Processed cash and credit payments rapidly and accurately.
  • Responded to all customer inquiries thoroughly and professionally.
  • Referred unresolved customer grievances to designated departments for further investigation.
  • Entered data promptly and efficiently with a [number]% accuracy rate.
  • Placed special merchandise orders for customers.
  • Greeted customers in a timely fashion, while quickly determining their needs.
  • Recommended new [Product or Service Name] to customers, resulting in a [number]% in add-on business.
  • Answered customer questions about product availability and shipment times.
  • Accurately logged all daily shipping and receiving orders.
November 2008-January 2010 Virtual Customer Service Luckett Escrow Land Title Company | Bat St. Louis Ms
  • Managed wide variety of customer service and administrative tasks to resolve customer issues quickly and efficiently.
  • Recipient of multiple positive reviews acknowledging dedication to excellent customer service.
  • Achieved sales goals and service performance requirements of $[amount] through new customer sales.
  • Ensured superior customer experience by addressing customer concerns, demonstrating empathy and resolving problems on the spot.
  • Provided an elevated customer experience to generate a loyal clientèle.
  • Routinely answered customer questions regarding merchandise and pricing.
  • Asked open-ended questions to assess customer needs.
  •  
  • Investigated and resolved customer inquiries and complaints in a timely and empathetic manner.
  • Operated a POS system to itemize and complete an average of [number] customer purchases.
  • Contacted customer to follow up on purchases, suggest new merchandise and inform them about promotions and upcoming events.
  • Answered an average of [number] calls per day by addressing customer inquiries, solving problems and providing new product information.
  • Developed reputation as an efficient service provider with high levels of accuracy.
  • Provided ongoing guest service, including giving fashion advice.
Virtual Assistant luckett escrow and title | bat st louis ms
  • Conducted basic and applied research on [Area of study].
  • Interpreted research findings and summarized data into reports.
  • Conducted financial and legal research and analysis for high net-worth individuals.
  • Created and maintained precise and accurate models, charts and reports.
  • Presented oral and written reports on general economic trends, individual corporations and entire industries.
Call Center Customer Service Representative | Luckett Land Title Inc | Hattiesburg, MS
  • Stocked and replenished merchandise according to store merchandising layouts.
  • Priced merchandise, stocked shelves and took inventory of supplies.
  • Cleaned and organized the store, including the checkout desk and displays.
  • Alerted customers to upcoming sales events and promotions.
  • Trained [Number] new sales associates each quarter.
  • Completed all point of sale opening and closing procedures, including counting the contents of the cash register.
  • Handled all customer relations issues in a gracious manner and in accordance with company policies.
  • Welcomed customers into the store and helped them locate items.
  • Followed up with over [Number] customers each week to verify that they were satisfied with purchases.
  • Used time efficiently when not serving customers, including folding clothes and cleaning out fitting rooms.
  • Shared best practices for sales and customer service with other team members to help improve the store's efficiency.
  • Resolved all customer complaints in a professional manner while prioritizing customer satisfaction.
  • Verified that all customers received receipts for their purchases.
  • Fostered a positive work environment by consistently treating all employees and customers with respect and consideration.
  • Communicated clear expectations and goals to each team member.
  • Worked with the management team to implement the proper division of responsibilities.
  • Actively pursued personal learning and development opportunities.
  • Strategically scheduled team members to maintain optimal staffing levels at all times.
  • Answered customer telephone calls promptly and in an appropriate manner.
  • Supervised and directed all merchandise and shipment processing.
  • Determined customer needs by asking relevant questions and listening actively to the responses.
  • Maintained established merchandising standards, including window, sales floor and promotional displays.
  • Preserved a perfect attendance record for [Number] months.
Education
1990 High School Diploma: Hancock High Bay St Loius
2013 Associates in Business Management and Marketing: Business Pearl River College Poplarville ms
Accomplishments
  • Received the "Employee of the Month" award after [Number] months of employment.
  • Promoted to Key Holder after only [Number] months of employment.
  • Managed more than [Number] customers during demanding sales events in an effective and gracious manner.
  • Achieved status as one of [Number] top sales performers in the region comprised of [Number] stores.
  • Managed and led a team of [Number] Retail Sales Associates.
  • Named “Employee of the Month” in [Month, year].
Affiliations

Callaway Golf

Ping Golf

Liz Claiborne Head Sales Rep Vickie Hopkins

Payne Stewart Clothing Line Vickie Hopkins

Zurich Classic

Augusta Georgia Golf Classic (The Masters) Volunteer

Certifications
  • Motivated customer service specialist with over [number] years retail experience in a fast-paced, team-based environment.
  • Excellent communicator with [number] years in a demanding call center environment as a Customer Service Representative.
  • Qualified [Job Title] with [Number] years in fast-paced customer service and call center environments. Personable and professional under pressure.
  • [Job Title] with expertise in delivering support services and resolving customer complaints. Trained in [Software Program].
  • [Job Title] excelling at customer satisfaction and retention. Pre and post-sales support specialist. Flexible and hardworking in deadline-driven environments.
  • [Job Title] driven to exceed sales goals and build long term relationships with customers. Delivers positive experiences through high-quality customer care.
  • Patient and empathetic [Job Title] with extensive background in conflict resolution and customer care. Desires a [Job Title] role.
This resume is created in 7 minutes.
Professional Summary
To obtain employment with a company that will enable me to utilize my unprecedented leadership and team building skills to assist in achieving company goals.  
Skills
  • Theft prevention training
  • MS Office proficiency
  • Conflict resolution techniques
  • Medical terminology knowledge
  • Strong problem solving aptitude
  • Exceptional communication skills
  • Local/state health laws knowledge
  • Multi-line phone talent
Work History
Security Guard 06/2017 to Current
GAF Inc Baltimore, MD
  • Monitor and authorize entrance and departure of vehicles, cargo trucks and visitors.
  • Detect suspicious activities and watch for criminal acts and rule infractions.
  • Monitor and authorize entrance and departure of employees and visitors.
  • Circulate among visitors, patrons, and employees to preserve order and protect property.
  • Write reports on property damage, theft, the presence of unauthorized persons and unusual occurrences.
  • Monitor and report suspicious activities to local authorities.
Call Center Customer Service Representative 06/2014 to 06/2017
Maryland Health Connection Baltimore, MD
  • Assisted consumers with enrolling in Qualified Health Plans and/or Medicaid. 
  • Assisted consumers with completing verification documents.
  • Effectively managed a high-volume of inbound and outbound customer calls.
  • Addressed and resolved customer product complaints empathetically and professionally.
  • Gathered and verified all required customer information for tracking purposes.
  • Defused volatile customer situations calmly and courteously.
  • Accurately documented, researched and resolved customer service issues.
Recruiter 08/2012 to 06/2014
Baltimore Research Towson, MD
  •  Routinely contacted prospects regarding follow-up visits for various studies to ensure accuracy for data research projects.
  • Responded to telephone inquiries from clients regarding various types of screening information. 
  • Developed and implemented quality assurance methods for screening patients.
  • Performed callbacks requesting participants in medical studies.
  • Received inbound calls from participants.
  • Entered information into database systems



Cashier 10/2009 to 08/2012
Nebraska Book Store Baltimore, MD
  • . Maintains current information on publisher/wholesaler addresses and policies.
  • Greeted customers entering the store to ascertain what each customer wanted or needed.
  • Politely assisted customers in person and via telephone.
  • Communicated with vendors regarding back order availability, future inventory and special orders.
  • Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.



Education
High School Diploma: 2009 Paul Laurence Dunbar High School - Baltimore, MD
Certified Medical Administrative Assistant: 2016 National Health Care Association Community College - Baltimore, MD