Penelope Poulos acblj3@r.postjobfree.com

760-***-****

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OBJECTIVE: CALL CENTER-INBOUND/OUTBOUND

SUMMARY OF QUALIFICATIONS

15+ years Customer Service focused in areas: Store Manager, Call

Center, Market Research

Stress Tolerance Adaptability; performed under time constraints and

pressure situations Able to work independently or as a team in high

volume, Call Center Intake environment Extensive knowledge of Call Center

Policies, requirements and work procedures

CORE SKILLS

COMPUTER; MSWord, Database, 10 key/Data Entry, Payroll

Computer Assisted Telephone Interviewing (CATI) - Call

Center Telephony

Excellent administrative, managerial and organizational

skills

Strong emphasis on accuracy and constant improvements

EMPLOYMENT HISTORY

07/2006 to 06/2007 Flagship Research

San Diego, CA

Customer Service/ Market Research

Specialist/Inbound/Outbound

. Performed inbound/outbound 50 daily calls to complete

surveys

. Updated extensive data base for new and existing

customers

. Entered daily completed survey information into Excel

spread sheets

06/2005 to 09/2006 Luth Research

San Diego, CA

Customer Service/Market Research

Specialist/Inbound/Outbound

. Coordinated automated telephone surveys for

completion

. Provided daily product information to customers

. Trained new employees in computer and customer

service operations

05/2004 to 05/2005 Directions in Research

San Diego, CA

Market Research Specialists/ Inbound/Outbound

. Contacted households across U.S. to complete

household product surveys

. Provided positive customer service by responding in

high inbound phone survey

09/1982 to 05/1995 Kinney Shoe Corp.

Capitola, CA

Store Manager/Customer Service

. Trained employees for future store management

. Conducted weekly store audits

. Monitored all incoming and outgoing merchandise

. Administered billing inquires and cash drawer and

deposits

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