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Customer Service Human Resources

Location:
Chicago, IL
Salary:
60,000
Posted:
May 22, 2015

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Resume:

Kendra Thomas

*** *. ******** #***

Chicago, Il *0610

acptg9@r.postjobfree.com

312-***-****

Education: DePaul University, Chicago, IL Graduation-June 2006

Bachelor of Arts in Sociology

Minor in Psychology

Keller Graduate School of Management, Chicago, IL- June 2014

Master’s in Human Resources Management

Relevant Work Experience

March 2014-Present-Collections Representative, Enova Financial

-Processed all incoming payments

-Negotiated Payment arrangements with customers in the United Kingdom

April 2013-March 2014-Student Finance Consultant, DeVry University

-Responsible for assisting student with financial options for their education

-Created estimated financial plans for students regarding cost for tuition

-Educated students on aggregate loan limits as well as Pell Grant eligibility

December 2012-March 2013- Customer Service Coach, Xerox Services

-Interviewed applicants for Customer/Sales positions

-Managed the FMLA process for associates that directly reported to me

-Help in creating operational proposals for the call center

-Reviewed and processed payroll items in Front End Payroll System

June 2011- December 2012- Customer Service Floater Coach, United States Cellular

-Lead Leadership Coverage for extended coach absences

-Identified consistency opportunities across the Leadership Team and developed solutions to drive

consistency and increase morale.

-Being available for Leadership Support across the Customer Service Enterprise.

-Served as project lead on multiple center and enterprise initiatives.

-Attended weekly quality calibrations to align center leadership

February 2010-June 2011: Customer Service Coach, United States Cellular

-Responsible for taking escalated calls on a daily basis

-Conducted weekly discovery sessions to enhance associates interactions with the customer base

-Reviewed and monitored weekly financial adjustments for no more than 12 associates

-Facilitated trainings sessions to associates imperative to improving the customer experience

April 2008-February 2010: Customer Care Associate, United States Cellular

-Enhanced existing customer experiences by reviewing billing, as any other desired requests

-Assisted customers with new activations on their accounts

-Helped clients to enhance their ability to understand various price plans that complimented their

needs

-Handled recurring technical issues with cellular devices

-Product liaison with manufacturers including BlackBerry®, Motorola and Samsung.

August 2007-February 2008: Customer Care Associate, Security Associate International

-Took all phone payments in a timely fashion

-Investigated potential security alarms for customer

-Researched potential fraudulent activity on accounts

-Served as first responder to potential security malfunctions and exhausted all possibilities before

transferring to a more advanced department.

July 2007-September 2007: Market Research Recruiter, Fieldwork Quant Group

-Conducted surveys over the phone with candidates across the country

-Scheduled qualified candidates for interviews and focus groups

May 2005-June 2006: Entrance Attendant, Ray Meyer Fitness & Recreation Center

-Enforced facility polices on a regular basis

-Responsible for inventory of pro shop items

-Scheduled racket ball court reservation using CSI system

-Implemented the hiring and training committee for the center

-Conducted and scheduled interviews with prospective employees

September 2004-February 2007: Desk Receptionist, DePaul University Housing Services

-Documented all guests that entered the residence halls

-Created incident reports for disturbances that occurred on campus

-Served as the first line of defense for residents

-Assisted with floating to various residence halls in the event a receptionist was absent



Contact this candidate