RESUME OF:

Levolia J. Glover

**** * *-*** ******* Rd APT#2

Oklahoma, OK 73139

405-***-****/405-***-****

OBJECTIVE: To obtain a Customer Service Representative position that will allow me to

utilize my experience and knowledge to enhance the production of the support staff and

company.

SUMMARY OF QUALIFICATION:

-Experience in building effective teams to support client programs, products and services

-Proficient in handling inbound and outbound calls in an extensive call center environment

-Excellent knowledge and working experience in implementing quality assurance processes and

procedures

-Strong background in trouble shooting and resolving customer issues in a timely manner

-Excellent communication and presentation skills, self starter, quick learner and team player

-Consistent with maintaining service, talk/wrap time, data, at both client and consumer

satisfaction levels.

Possess strong team leadership, motivational, and coaching skills within call center

environments

COMPUTER SKILLS:

Strong Efficiency In: Power Point, Excel, C++, JAVA, Access, Word, Windows 95/98,

System Analyst and DOS

RELEVANT EXPERIENCE:

Express Employment Professional, Oklahoma City, OK 3/2011-Present

Receptionist/Clerical

Answered multiple phone lines

Multi task with filing, taking messages and sorting files

Preparing mail to be delivered including sorting and stamping document

Data entry for appointments and cancellations

Child Care Giver, Oklahoma City OK 6/2011-3/2013

Child Aid

-Provided care for children

-Cleaned house

-Took children to school

-Prepared meals

Xerox/ACS, Oklahoma City, OK 7/2010 – 4/2011

Customer Service Representative

-Provide quality customer service with a high volume call center

-Respond to customer calls and inquiries regarding service and billing issues

-Collect customer demographics and payments on orders placed.

-Accurately and efficiently provide service locations to accommodate customer’s needs

-Keep apprised of products, services, promotions and warranties

-Expedite and facilitate the escalation of customer service issues

-Ensure strict adherence to company policies and procedural guidelines

Temporary Agency, Oklahoma City, OK 10/2001 – 6/2010

Call Center Customer Service Representative/Supervisor

-Direct liaison between clients, supervisors, and call center employees

-Provided effective feedback, coaching, training, professional development, and corrective action plans

-Completed quality checks and reviewed performance reports to identify areas of improvements

-Implemented measures to improve performance levels to meet team objectives

- Developed techniques for customer service representatives to drive revenue growth

-Monitored interaction between staff and callers to ensure quality assurance standards

-Provided sound resolution for trouble shooting issues for both customer and company

Staffing Agency, Wichita, KS 1/1998 – 9/2001

Administrator/Customer Service

-Provided excellent administrator service for Law Firm of (5) Attorney’s

-Answered multiple phone lines connecting clients to appropriate Attorney

-Multi task with filing, data entry, recorded messages and office inventory

-Properly opened and closed the Law Firm office daily

EDUCATION:

Received GED - 1976

Computer Programming Technology Certification

Vatterott College – 9/2001

REFERENCES UPON REQUEST

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