Theresa Clayton 770-***-****

acezwz@r.postjobfree.com

Qualification Summary

Over 15 years strong experience in various Customer Service Support positions. Excellent communication,

interpersonal, and follow through skills with an eye for detail. Knows how to interact with customers, the ability of

problem resolution and eliminating escalation are some of the qualities developed from my work experience.

Works extremely well in fast-paced environments as well as motivating co-workers and supervising staff to

maximize productivity, enhance company profitability and win customer loyalty.

Skills

Employee training and development

Rated in the top 5% of employees in successful resolution of customer issues

7+ years’ productive experience in a high volume, high stress, environment

Proficient in Microsoft Office, SAP, Outlook, Vista, Windows XP and the Internet

Demonstrates planning, organizational skills and well developed problem resolution

skills

5 + years experience in Call Center Environments

Work Experience

Benchmark Brands Inc. Norcross, GA

Customer Service Lead April 2011- present

As a front line customer service representative, diplomatically handled fellow employee calls regarding various

customer issues. Support and coach a team of 80+ call center agents on proper policy, call handling procedures

and in escalation resolving techniques. Managed a high-volume workload within a deadline-driven environment.

Quickly and effectively solved customer challenges and order inquiries via email and phone. Monitor customer

account activity in various payment processing systems to ensure accurate billing, credit and debit transactions.

Work closely with drop ship vendors to ensure inventory and timely fulfillment of customer orders. Interface daily

with internal partners in accounting, operations and consumer affairs divisions.

Key Accomplishments

• Became the lead “go-to” person for new hires and escalation calls as one of the company’s primary

mentor/trainer of both new and established employees.

• Created and implemented the claims process. Recovered over $25k in lost revenue in the first

quarter.

• Improved communication as primary liaison between departments, clients and vendors

• Resolved an average of 120 customer email inquiries daily and consistently exceeded performance

benchmarks in all areas (speed, accuracy and volume)

Superstar Barbers Incorporated Tucker, GA

Manager January 2009 – June 2011

Managed staff of 9 with the ability to monitor employee performance. Handled all customer service issues and

complaints. Managed accounts payable. Ensured that receivables were collected promptly. Cut all checks as

needed. Prepared commissions and payroll weekly.

Key Accomplishments

• Increased customer loyalty by providing timely, quality service.

• Implemented customer rewards programs for client referrals resulting in 15% increased revenue and

repeat business.

2

Trade Am International Norcross, GA

Sales Assistant

October 2005 – October 2008

Uploaded product on customer web-sites. Served as a liaison between traveling

sales representatives, and home base. Kept records of salespersons visits, e-mails,

appointments, and phone calls. Handled all correspondence and organized contact

between sales representatives and their customers. Managed the

needs/requirements of high revenue commercial accounts through extensive follow-

up procedures. Answered customer queries, solved problems and provided detailed

information on products. Worked with new customers, developed new accounts.

Key Accomplishments

• Promoted to Lead Specialist as primary contact for the Top Sales Producer.

• Supported Field Representatives domestically and internationally resulting in $500,000 new revenue.

• Key point of contact for escalated call resolutions

• Coordinated, documented and tracked off-shore bulk shipments

Seigermans Furniture Showplace Farmingdale, NY

Sales Support Manager

October 2000 – July 2005

Responsible for the supervision of a staff of ten+ within the customer service

department. Provided support to the sales staff of 25+, ensuring all sales and service

objectives were met. Ability to resolve complex departmental problems. Supported 5

Sales Managers. Prepared daily, weekly, and monthly sales reports. Required to

recruit and train new staff. Accurately handled daily cash transactions. Processed

confidential credit and financing applications.

Key Accomplishments

• Developed and maintained quality control procedures.

• Transposed the Order Status Department to become more timely and productive by 35%.

• Revamped the extended warranty and claims procedures to be proficient for the customer, while still

being profitable to the company.

• Wrote a Customer Service Training Manual to assist in a more effective training of new employees.

MOMMAS Incorporated Wantagh, NY

Executive Administrative Assistant

July 1996 –October 2000

Handled the tasks of providing executive-level administrative support to the

president. Maintained calendar and fixed commitments to maximize time efficiency.

Screened calls, assessing the relative importance or each call. Assisted with the

coordination of the monthly board meetings. Prepare agendas for meetings, acted as

recording secretary and prepared minutes. Worked independently and within a team

on special and recurring fundraising projects. Handled the tasks of assisting and

monitoring budgets. Wrote grant proposals Implemented new office procedures

prepared management reports. Organized, created and maintained databases,

systems and other essential records.

Key Accomplishments

• Implemented the automation of the Donor Mail list to make fundraising more conductive and

expansive.

• Established various excel workbooks and databases to organize all fundraising, receipts and

donations received. This resulted in the organization becoming more progressive.

• Using Microsoft office created many forms that are essential and important to the growth and further

progress of the organization.

Education

Briarcliffe College – Lynbrook, NY, Business Administration/Secretarial Science

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