James R. Ludwick 858-***-**** acq14f@r.postjobfree.com

***** ******* **** *** *****, CA 92126

Objective

Seeking a position in an organization wherein my knowledge and skills will be further developed in the business and communications industry.

Qualifications

12+ years experience working in the Customer Service industry

Skilled at interacting with people with diverse backgrounds

Self-motivated, quick learner, with strong ability to multi-task

Professional Experience

Renovate America- Hero Program 2013 - 2014

Program Services Supervisor

Responsible in ensuring are Service Level Agreements (SLA) were achieved

Maintain staffing level

Supported the Leads and PSR’s with any issues that needed to be escalated

Instrumental in creating and implementing new processes

Reported directly to upper management regarding the program

Quality Controlled by listening to recorded calls and providing necessary coaching to the PSR

And other duties as given by the Director of Call Center Operations

Program Services Lead

Train and support new PSR’s

Take escalation calls from all PSR’s

Trouble shoot issues that might arise within the program

Help with creating new more efficient processes for implementation of the program

And other duties as given by Call Center Management

Program Services Representative (Loan Processor)

Answer Inbound calls from contractors and homeowners

Assist with call-in applications for financing/PACE loan

Answer general financial and program questions

Generate finance documents

Assist Inside Sales as directed

Law Offices of William R. McGee – CA Lemon Law Attorneys 2004 – 2013

Client Services Representative

Answer questions regarding CA Lemon Law

Obtain proper documentation to identify and retain prospective clients

Provide clients information concerning their claim

Maintenance Warehouse/Home Depot Supply 2001 – 2004

Customer Service Representative

Processed inbound orders

Verified accuracy of customer account information

Assisted Customer Advocate Department in resolving customer grievances

Trained new Customer Service Representatives

Newgen Results Corp. (No Longer in Business) 1999 – 2000

Call Center Representative - Outbound

Provided clients with vehicle maintenance/service reminders

Conducted Client Customer Satisfaction Surveys

Costco Wholesale 1995 – 1999

Service Clerk

Held positions in Front End, Food Court, Maintenance, and Merchandising.

Community Involvement

Mira Mesa Community Planning Group, Resident Member 2010 – Present

Mira Mesa Youth Baseball, Board of Directors, Manager/Coach 2007 – Present

PONY Baseball, Field Representative 2011 – Present

References

Available upon request.

Contact this candidate