Joy Pancake

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

Las Vegas, Nevada

Home Phone: 702-***-****

Cell Phone: 702-***-****

Ameriprise Financial Services, Inc.

Sunset Pilot Plaza

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

Las Vegas, Nv 89119

888-***-****

Started with this company: 01/ 23/2012 - current job as of 9/3/2014

Answering questions regarding client accounts. Professional phone skills and researching information needed to help the customer. Giving the customers the highest quality of service. Responsibilities include continued education to perform new procedures with confidence and to set performance goals.

Real Estate for Coldwell Banker Wardley

2006 to 2012. Working full time in Real Estate as a buyer's agent.

William Sonoma

10,000 Covington Cross

Las Vegas, Nevada 89144

Research and Recovery 10/04-12/09

Left company for family medical in 2006; when calling the company you will only hear a recording that I started in 2007. My actual starting date is October of 2004.

Supervisor and floor Lead

Answering questions regarding client accounts. Professional phone skills and researching information needed to help the customer. Use analytical skills to make decisions in the best interest of the customer and the company. Handled escalated customers inquiries with the focus of retaining the account. Giving the customers the highest quality of service. Responsibilities include continued education to perform new procedures with confidence and to set sales performance goals.

Nextel Partners; cell phone company

6880 Bermuda Rd.

Las Vegas, Nevada 89119

Customer Service/Retention - 4/2002-9/04

Professional phone skills. Handled escalated calls with the focus of retaining customer accountants. Implementing crisis intervention and following through with the highest quality of customer service. Assisted other departments with other assignments, data entry, bookkeeping, billing. My responsibilities include assisting managers when they were not on the floor, trained employees, assisted upper management with special projects.

Providian Financial; credit card services

2410 Corporate Circle

Henderson, Nevada 89114

Fraud /Customer Service Representative - 4/2000-11/2001

Personnel and professional credit card application verifications. Pre-qualifying applicants, gathering information to prevent loan fraud and Identity theft. Implementing crisis intervention and following through with the loan process. Assistant to the manager, trained 25 new employees and assisted with phone escalations. Did daily reports for the manager and assisted other departments with fraud issues. Other responsibilities included reading and providing operational reports for other departments.

Tiger Lily Floral

700 E. Sahara

Las Vegas, Nevada 89103

Designer/Lead Coordinator- 3/97-2/2000

Ordered all supplies by keeping an ongoing daily inventory in stock that allowed the shop to run on a smooth capacity. Lead floral designer that also trained new employees on techniques to develop, create a composite of floral arrangements. Administered floral arrangement evaluations and skills test before, during and after training. Trained employee for team motivation, performance and guidance. Enhanced dependability and adherence to the company attendance and punctuality that are the foundation of the floral business in order to meet the demands of the customer. Dispatched service to all drivers. By accomplishing and meeting the deadlines, we made a profit and sales that kept the business profitable. This was my main objective and goal which I met with my team for three years with this company.

Wishing Well Florist

Owner and Designer

I owned and operated my own flower shop for 5 years. From December 1986 to May 1992. I have been in the floral industry for 15 years. Managed employees, did the hiring, did accounts receivable, accounts payable ordered all supplies for the shop, and kept standing inventory. I helped to develop sales and advertising. I was the wedding and events designer and planner. I did all funeral arrangements. In 1992 worked for two other floral shops from Blue Jays florist in Las Vegas and Queen Anne's Lace florist in Las Vegas until November of 1996.

Jimmerson and Combs LLC

I also worked for a Law office as a clerk from 1984 to 1986. I copied and did all the filing work for the Law firm of 11 Attorneys.

Westward Ho

From 1982 to 1984 worked in a casino called the Westward Ho as a Hostess/Cashier.

Education

High School Diploma

Floral Design School/ Wishing Well Florist

Nevada Real Estate School (license current)

Computer Skills Institute

Management skills and administrative duties

Sales Coordinator

Public relations and marketing

Quick Books training

Accounts receivable and payable

15 years of dispatch service with delivery drivers

PSI graduate

Qualifications.

* I have a high school diploma; other degrees .

* I am able to work flexible shifts including nights and weekends.

* I have at least 2 years previous experience as a Supervisor / Manager in a call-center environment.

* Basic knowledge of consumer finance in a banking facility for credit centers.

* Proven experience in developing and leading a team to reach targeted goals.

* Strong team spirit, creativity and customer focus in a high-speed working environment.

* Primary responsibilities that include but are not limited to:

* Always on time, very loyal and easy to work with. I have won many an award for being a team player.

* Coached assigned staff in troubleshooting issues that require special handling. Responded to customer inquiries and focus on problem solving in a professional and effective fashion. Acts as a resource in resolving customer concerns by using excellent listening, empathy, communication, selling, and negotiating skills.

* Assist Contact Center Management with assigned staff management, and develop staff to perform to the B.E.S.T. standards, and then create an environment of achievement and accountability for the assigned staff to achieve desired results and behaviors. Actively involved in the hiring process for new team members.

* Ensures customer inquiries are handled in accordance with company guidelines, and take appropriate action to provide memorable and great customer service.

* Help create a team atmosphere within the office through exhibiting ELITE behavior on a daily basis. Have FUN, and WOW other team members and customers through upbeat and personable interactions.

* Performed monthly quality audits on calls, emails, and chats to ensure quality standards are met as well as spot checks through silent monitors weekly and provide timely feedback on training opportunities. On the floor training side by side.

* Coordinate and lead staff meetings with other Supervisors, and shares ideas and suggestions to help the team improve process and reduce response time.

Joy Pancake

10442 Artful Stone Ave

Las Vegas, Nevada

Home Phone: 702-***-****

Cell Phone: 702-***-****

This is letter is to express my interest in the position. Based on my skills. I am confident that I would be a great addition to your team.

My resume that highlights my ability/knowledge/expertise in this area is enclosed. I was able to succeed/save the company money/save time/increase applicants/increase productivity. I am excited about the position and the ability to help your company succeed. Thank you in advance for your time.

Sincerely,

Joy Pancake

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