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Professional Summary

Personable Communications Specialist employing exceptional relationship building abilities to cultivate positive rapport among clients, staff and management. Highly-developed communicator with outstanding capabilities in complex problem-solving and conflict resolution.

  • Administrative Support
  • Data Entry
  • Travel Arrangements
  • Office Management
  • Customer Service
  • Administrative Functions
  • Customer Billing
California State University San Bernardino San Bernardino, CA 2013 Bachelor of Arts: Mass Communication/Public Relations
Work History
Tesla Inc. - Service Adviser
Cathedral City, CA 04/2018 - Current
  • Ensured superior customer experience by actively listening to customer's concerns, clarifying description of problems, conducting inspections, taking test drives, checking vehicle maintenance records, and examining service schedules
  • Managed approximately 40+ incoming calls, emails per day from customers
  • Provide Support to Technicians / Car Washers by checking tire tread, tire pressure, and washing cars
  • Writing over 22 tickets per day with above 90% Customer Service Satisfaction score
In Home Services - Home Caregiver
Banning, California 12/2009 - Current
  • Maintain clean, safe and well-organized patient environment
  • Work to improve and enhance patient lives through effective and compassionate care by transporting client to doctors appointments, administer over 6 types of medications instructed by physician and other related duties
Morongo Casino Resort and Spa - Reservations Agent (Call Center)
Cabazon, CA 05/2017 - 04/2018
  • Answer 80+ telephone calls daily and reaching 100% every time in quality service index
  • Patiently controlled conversations/situations when guest is difficult to understand
  • Assist customers with planning and booking reservations
  • Help plan travel itineraries by suggesting local tourist attractions and places of interest

This resume is created in 7 minutes.
Experienced, customer-focused representative with a proven capacity to troubleshoot issues to ensure customer satisfaction. Skilled at addressing customer concerns with speed, accuracy and professionalism.
  • Proficient in Microsoft Office
  • Strong computer skills
  • Telecommunications knowledge
  • Service solutions and escalation experience
  •  Troubleshooting skills
  • Excellent communication skills
  • Customer service experience
  • High attention to detail
  • Hardworking
  • Excellent multi-tasker
  • Flexible and adaptable in the workplace
10/2017 to 11/2017
Housekeeping Attendant La Quinta Inn & Suites Cocoa Beach, FL Cleaned rooms to the satisfaction of all clients. Cleaned and returned vacant rooms to occupant-ready status. Replenished guest supplies and amenities. Swept and vacuumed floors, cleaned bathrooms, dusted furniture and windows.  Stocked room attendant carts with supplies.  Removed trash and dirty linens from room attendant carts.
09/2016 to 10/2017
Telephone Survey Agent Global Marketing Research Services Melbourne, FL Conducted cold-call political surveys over the telephone.  Demonstrated mastery of customer service call script within specified time frames.  Maintained up-to-date records at all times.  Provided excellent customer service, even with difficult clients.
09/2016 to 12/2016
Cashier Specialist Flash Foods Waycross, GA Worked the POS system and operated cash register with proficiency.  Worked both the morning and evening shift as necessary.  Stocked the coolers and shelves.  Cleaned and straightened work area including the store, the bathrooms, the parking lot, and the register area; store location was named the cleanest Flash Foods in the city.  Sold lottery tickets and Id's customers as necessary.  Provided excellent customer service.
11/2013 to 05/2016
CHAT team leader GSI/EBay Melboourne, FL Monitored and graded employee calls for better customer service.  Coached staff on how to improve customer interactions. Created employee schedule.
10/2010 to 11/2013
Call Center Customer Service Specialist GSI/Ebay Melbourne, FL Received phone sales orders and maintained product knowledge for 8 different companies.  Provided accurate and appropriate information in response to customer inquiries. Provided tracking information and located lost packages for customers.  Filed claims and assisted in other grievance issues when necessary. 
Education and Training
High School Diploma Palm Bay High School Palm Bay, FL

This resume is created in 7 minutes.
Professional Summary
Energetic Team Leader who is experienced with all facets of the hiring, training, coaching and development processes and has a genuine passion for motivating others.
Core Competencies
  • Operations Management
  • Customer-focused
  • Task-oriented
  • Business Ethics
  • Technical Support
  • Avaya Software

  • Key Performance Indicators
  • Metrics-oriented
  • Data Analysis
  • Call Care Browser
  • Quality Assurance 
  • Mentorship

Professional Experience
MAPD Team Leader 08/2017 to Current
Convergys Corporation Watertown, New York
  •  Deescalates supervisor calls regarding volatile customer situations calmly and courteously
  • Oversee call center employees to ensure customer satisfaction goals were consistently met
  • Analyze call volume and average call time to monitor Customer Service Representative performance and productivity
  • Prepare reports and communication for senior management
MAPD Agent 04/2016 to 08/2017
Convergys Corporation Watertown, New York
  • Met or exceeded service and quality standards every review period
  • Shared best practices for sales and customer service with other team members to help improve the contract's efficiency
  • Addressed and resolved customer product complaints empathetically and professionally
  • Initiated operations improvements to improve overall call center productivity
PDP Agent 02/2016 to 08/2016
Convergys Corporation Watertown, New York
  • Completed daily inbound and outbound calls to comprehensively solve and address customer concerns
  • Regularly provided floor support to agents and assisted with system troubleshooting
  • Led on-the-job training initiatives and served as main point-of-contact for new agents
  • Compiled and distributed training materials to assist teammates with day-to-day operations goals
Direct TV Team Leader 08/2015 to 04/2016
Convergys Corporation Watertown, New York
  • Supervised a team of 10-15  associates
  • Reduced employee turnover by providing individualized feedback and encouragement
  • Led corporate initiatives such as identifying and maintaining key performance indicators
  • Spearheaded daily power-hour sessions to encourage company morale
  • Completed (number) of performance reviews per month, offering praise and recommendations for improvement

Direct TV Agent 12/2014 to 08/2015
Convergys Corporation Watertown, New York

  • Answered a constant flow of customer calls with up to [Number] calls in queue per minute
  • Educated customers about the brand to incite excitement about the company's mission and values
  • Mentored new agents to contribute to the company's positive culture
  • Determined customer needs by asking relevant questions and listening actively to the responses

Bachelor of Science: Molecular Science 2012 Clarkson University - Potsdam, NY

  • Continued Education in Business Administration: (dates/year - dates/year)

 Master's Level Coursework In: Corporate Ethics, Financial Statement Analysis, Principles of Microeconomics, Supply Chain Management, Operations Management, Managerial Economics, Marketing for Management

  • Top Alumni Relations Salesman Award 4 years in a row - raised over $250,000 in alumni support, (dates/years); Employee of the Year Award, (year); Extra Mile Award, (year)

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Professional Summary
Strong Warehouse Team Leader understands how to motivate workers to achieve daily, weekly, and monthly production goals. Able to inspire staff and make them feel valued. Has 13+ years of responsible Team Leader experience.
Work History
Team Leader 10/2013 to Current
ADECCO Memphis, TN
  • Led team by example.
  • Gave credit where due and when due to motivate team.
  • Problem-solved and suggested improvements to management.
  • Monitored all processes and goal achievement.
  • Train and interact with employees to make sure they know the safety guidelines and procedures of their work location.
  • Use of computer applications to view summary reports and UPS related data.
Delivery Driver 08/2012 to 03/2013
Commercial Appeal Memphis, TN
  • Verified each delivery against shipping instructions before delivering to customers.
  • Completed on-time deliveries by choosing the best and most efficient routes.
  • Practiced safe and secure loading methods to avoid damaging goods.
  • Completed all necessary paperwork using neat and legible handwriting.
  • Completed and submitted all necessary logs and paperwork on a daily basis.
  • Worked overnight shifts during peak periods.
Ramp Agent 10/1999 to 07/2012
FEDEX Memphis, TN
  • Led team by example.
  • Provided cross-training opportunities to team staff.
  • Train and interact with employees to make sure they know the safety guidelines and procedures of their work location.
  • Use of computer applications to view FEDEX related data.
  • Gave credit where due and when due to motivate team.
  • Problem-solved and suggested improvements to management.
  • Monitored all processes and goal achievement.
  • Used excellent communication skills at all levels.
  • Held daily floor meetings to set goals and discuss all issues.
HIGH SCHOOL DIPLOMA 1995 Fairley High School - Memphis, TN