Elizabeth C. Key

**** ********* *****

Nashville, TN 37217

Phone: 615-***-****

Email: acftrh@r.postjobfree.com

Summary

In applying for this position I will be utilizing knowledge I have

acquired being a Call Center Representative, with expertise in providing

customer support in high demand environment. I am a dedicated

Customer Service Representative who provides active listening and

problem solving skills, with exceptional computer aptitude and

telephone etiquette. I have developed my abilities by working 20 years

as a customer service representative, with success at troubleshooting and

handling customer support in a timely manner. I am energetic, with

strong time management skills, and I thrive in a fast paced dynamic

environment. I hope to fully utilize all of my abilities in this new

position.

Objectives

In applying for this position I hope to gain and maintain a career that

will further assist my customer service skills. Through this I will benefit

the company by making every customer happier when they call in. In

doing so with great customer service skills and strong work ethic, I hope

to bring more clientele and help the company with reaching its full

potential.

Education

Glencliff High School; Nashville, TN

Graduated: June 1994

Grade: 12th Grade

I was in Business Professionals of America from 1991-1994. In school I

took all business and computer courses, as well as the school office

duties from 1992-1994.

Employment History

December 2013-present Stoli Service Rep 1

Company: SunTrust

Nashville, TN

I effectively managed a high-volume of inbound calls. I answered a

constant flow of client calls with up to 100 calls in queue per minute. I

addressed and resolved clients concerns about their banking accounts

empathetically and professionally. I gathered and verified all required

customer information for security and protection of the clients. I defused

volatile customer situations calmly and courteously. Accurately

documented, researched, and resolved client’s issues. I managed client

calls effectively and efficiently in a complex, fast paced and challenging

call center environment. Referred unresolved client grievances to

designated departments for further investigation. I resolved problems for

clients by asking clear and specific questions, identified chronic client

issues by creating and maintaining client complaints, and acted

professionally and patiently when addressing negative client feedback.

When resolving client’s concerns I also offered products to meet their

financial needs.

April 2010-June 2012: Customer Service Representative

Company: HSN Work at Home

Nashville, TN

I effectively managed a high-volume of inbound and outbound calls. I

answered a constant flow of customer calls, with up to 100 calls in

queue per minute. I addressed and resolved customer product complaints

empathetically and professionally. I gathered and verified all required

customer information for tracking purposes. I defused volatile customer

situations calmly and courteously. Accurately documented, researched

and resolved customer service issues. I managed customer calls

effectively and efficiently in a complex, fast-paced and challenging call

center environment. Referred unresolved customer grievances to

designated departments for further investigation. I resolved service,

pricing and technical problems for customers by asking clear and

specific questions, identified chronic customer issues by creating and

maintaining customer complaints, and acted professionally and patiently

when addressing negative customer feedback. When resolving the

customers concerns I also offered products that would benefit the

customer.

July 1994-May 2007: Customer Service Repsentative

Company: J.C.Penney

Nashville, TN

I effectively managed a high-volume of inbound and outbound calls. I

answered a constant flow of customer calls, with up to 100 calls in

queue per minute. I addressed and resolved customer product complaints

empathetically and professionally. I gathered and verified all required

customer information for tracking purposes. I defused volatile customer

situations calmly and courteously. Accurately documented, researched

and resolved customer service issues. I managed customer calls

effectively and efficiently in a complex, fast-paced and challenging call

center environment. Referred unresolved customer grievances to

designated departments for further investigation. I resolved service,

pricing and technical problems for customers by asking clear and

specific questions, identified chronic customer issues by creating and

maintaining customer complaints, and acted professionally and patiently

when addressing negative customer feedback. When resolving the

customers concerns I also offered products that would benefit the

customer.

Professional Skills

* Skilled in call center operations-Intermediate

* Familiarity with Key Performance Indicators (KPIs)-

Intermediate

* Avaya Software Knowledge-Intermediate

* Multi-line phone operation aptitude-Intermediate

* Strong problem solving aptitude-Intermediate

* Committed to Maintaining data integrity-Intermediate

* Adheres to customer service procedures-Intermediate

* Proficient in Microsoft Office

* Proficient in Excel

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