Tawana Frederick

Customer Service Representative

Katy, TX

acq6n4@r.postjobfree.com - 281-***-****

WORK EXPERIENCE

Customer Service Representative

General Dynamics - Houston, TX - September 2013 to April 2014 Handle customer inquiries, complaints, billing questions and payment extension/service requests. Calm angry callers, repair trust, locate resources for problem resolution and design best-option solutions. Interface daily with internal partners in accounting, field services, new business, operations and consumer affairs divisions. Key Accomplishments:

• Managed a high-volume workload within a deadline-driven environment. Resolved an average of 550 inquiries in any given week and consistently met performance benchmarks in all areas (speed, accuracy, volume).

• Became the lead "go-to" person for new reps and particularly challenging calls as one of the company's primary mentors/trainers of both new and established employees.

• Helped company attain the highest customer service ratings (as determined by external auditors) -- earned 100% marks in all categories including communication skills, listening skills, problem resolution and politeness.

• Officially commended for initiative, enthusiasm, tenacity, persuasiveness, intense customer focus and dependability in performance evaluations.

• Completed voluntary customer service training to learn ways to enhance customer satisfaction and improve productivity.

Customer Service Agent

Mercer - Houston, TX - February 2009 to July 2013

Handled incoming calls from policyholders, responding to inquiries, resolving problems and correcting policy errors. Provided quotes and executed online policy changes for auto, home and excess liability. Used consultative selling techniques to provide leads for telesales personnel. Key Accomplishments:

• Recognized as "#1 Customer Service Rep" (out of 20 reps in division) in Fall 2010. Ranking was based on accuracy, customer service, duration of calls and availability.

• Co-developed on-the-job training program that reduced training time from eight weeks to five.

• Contributed to an 8% sales increase in 2010 by improving lead-generation and sales-tracking techniques. EDUCATION

Waller High School - Houston, TX

August 1996 to June 2000

ADDITIONAL INFORMATION

SKILLS

Skill Name Skill Level Last Used/Experience

Customer Service Expert Currently used/8 years

Call Center Service Operations Expert Currently used/8 years Complaint Handling/Dispute Resolution Expert Currently used/8 years Sales Lead Generation Expert Currently used/8 years Data Entry/Records Management Expert Currently used/8 years Multiline Phone Use Expert Currently used/8years

MS Word, Excel and Access Intermediate Currently used/8 years

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