TaQuisha Grady

**** ****** ***** **.

San Antonio, T X 78219

Home: 210-***-****

Cell: 210-***-****

acdtyd@r.postjobfree.com

Summary

Customer Service Representative who maintains a high level of professionalism, patience and

efficiency to minimize customer dissatisfaction and increase customer loyalty.

Highlights:

Troubleshooting skills

Telecommunications knowledge

Proficient in customer account software

High customer service standards

Accomplishments:

Managed call flow with up to 100+ calls in queue per minute.

Experience:

Collections Specialist, 06/2013-current

Kohl's Contact Center-San Antonio, TX

Provided accurate and appropriate information in response to customer inquiries. Addressed

customer service inquiries in a timely and accurate fashion. Collected on over due 1st party

delinquencies.

Collections Specialist, 01/2013-07/2013

Conn's - San Antonio, TX

Provided accurate and appropriate information in response to customer inquiries. Addressed

customer service inquiries in a timely and accurate fashion. Collected on over due first party

delinquencies.

Direct Sales Representative, 06/2012-01/2013

The Scooter Store-New Braunfels, TX

Provided accurate and appropriate information in response to customer inquiries. Addressed

customer service inquiries in a timely and accurate fashion. Built customer loyalty by placing

follow-up calls for customers who reported product issues.

Team Lead,05/2011-06/2012

KGB–San Antonio, TX

Made reasonable procedure exceptions to accommodate unusual customer requests. Provided

accurate and appropriate information in response to customer inquiries. Addressed customer

service inquiries in a timely and accurate fashion. Worked with upper management to ensure

appropriate changes were made to improve customer satisfaction. Built customer loyalty by

placing follow-up calls for customers who reported product issues. Formulated and enforced

Service Center policies, procedures and quality assurance measures. Provided cross training to

20 staff members. Led a team of customer service representatives to increase service center

profitability. Properly directed inbound calls in phone queues to improve call flow.

Customer Care Consultant, 04/2009 - 01/2011

Afni - San Antonio, TX

Recommended and helped customers select merchandise based on their needs. Confirmed that

appropriate changes were made to resolve customers' problems. Exercises sound judgment in

issuing credits and making exceptions to customer policies to maintain high levels of customer

satisfaction. Informed customers about sales and promotions in a friendly and engaging manner.

Trained new employees on company customer service policies and service level standards.

Education:

2006 Roosevelt High School - San Antonio, TX, united states high school

San Antonio Community College - San Antonio, TX, united states nursing Coursework in

nursing. Coursework in Women’s Health. Coursework in Adult and Family Health

St. Phillips Community College - San Antonio, TX, united states nursing

Coursework in nursing

11

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