Shelvy Holmes

*** ******** ****, *** *** • Jacksonville, FL 32211 • 904-***-**** • abtn83@r.postjobfree.com

ACCOUNT SERVICE REP / 11 YEARS' EXPERIENCE IN CALL CENTER SETTINGS

Polished, professional Customer Service Representative offering:

• 11 years of experience providing customer support in busy call center environments for ADT Security Services

• An unwavering commitment to customer service, with the ability to build productive relationships, resolve complex

issues and win customer loyalty.

• Strategic-relationship/partnership-building skills -- listen attentively, solve problems creatively, and use tact and

diplomacy to find common ground and achieve win-win outcomes.

Experience

Account Service Representative

10/2001 – 04/2012, ADT Security Services, Jacksonville, FL

• Handled customer inquiries, complaints, billing questions and payment extension/service requests.

• Calmed angry callers, repaired trust, locate resources for problem resolution and design best-option solutions.

• Interfaced daily with internal partners in accounting, field services, new business, operations and consumer affairs

divisions.

• Collected customer feedback and made process changes to exceed customer satisfaction goals. Gathered and

verified all required customer information for tracking purposes.

• Demonstrated mastery of customer service call script within specified timeframe. Accurately documented,

researched and resolved customer service issues.

• Addressed customer service inquiries in a timely and accurate fashion. Maintained up-to-date records at all times.

Key Accomplishments:

• Managed a high-volume workload within a deadline-driven environment. Resolved an average of 600 inquiries in

any given week and consistently met performance benchmarks in all areas (speed, accuracy, volume).

• Became the lead "go-to" person for new reps and particularly challenging calls as one of the company’s primary

mentors/trainers of both new and established employees.

• Helped company attain the highest customer service ratings (as determined by external auditors) -- earned 100%

marks in all categories including communication skills, listening skills, problem resolution and politeness.

• Officially commended for initiative, enthusiasm, tenacity, persuasiveness, intense customer focus and

dependability in performance evaluations.

• Received employee of the quarter in (out of 20 reps on team) in 2010 and 2011. Ranking was based on accuracy,

customer service, duration of calls and availability.

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