Kinney McRae

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

Merchantville, NJ *8109

QUALIFICATIONS:l

Experience in a Customer Service related environment.

Exceptional Customer Service skills and proven ability to perform in an unpredictable, fast-paced environment.

Experience cross-selling products and services to customers.

Excellent interpersonal, organizational, and verbal communication skills.

Handle and resolve issues for difficult customers (irate, evasive, and talkative) effectively.

Willing to work rotating shift schedules and overtime as required.

EXPERIENCE:

January 2008 – May 2009 WB Mason, Pennsauken NJ

Returns Manager

Exceed sales and service goals by minimizing customer wait times and efficiently service customers' needs while acting as a liaison between the customer and departments within the company.

Work on a computer for entire shift, using multiple applications, in a stationary, cubicle environment to service continuous customer calls.

January 2006 – December 2010 Village Home Mortgage, Mt. Laurel, NJ

Customer Marketing and Customer Service

Marketed additional products for company (i.e. credit protection, overdraft protection, Privacy Assist, Business Cards, mortgage transfers, and cross sells).

Used decision-making skills to determine the most appropriate solicitation for each customer, minimizing fraud, while maintaining customer satisfaction.

Navigated several computer applications simultaneously and deviated from standard screens, scripts, and procedures when appropriate.

January 2004 – December 2005 Telepoint, Somerdale, NJ

Customer Marketing

Educated potential customers on products and services available

Negotiated and recommend action on accounts based on information gathered.

Obtained confidential information while accurately updating computer files with each call.

June 2000 – December 2003 The Gehl Group, Alexandria, VA

Call Center Assistant Manager

Received escalated calls from customers, determined the nature of the call, and entered all data into computer manually to ensure customers received timely service.

Provided efficient and courteous customer relations to escalated callers.

Advised customers of appropriate services, resolved customer complaints, and developed solid relationships with customers, which resulted in customer retention

Performed due diligence on customer inquiries through oral/written communication.

Analyzed, diagnosed, and resolved customer billing, payment processing, and collections issues.

Analyzed and set up customer budget and deferred payment arrangements.

EDUCATION:

1979 - 1987 United States Navy,

Customer Service Supervisor 1983 -1987

1975 - 1979 Hoke County High School

Raeford, NC

High School Diploma

REFERENCES: Available upon request.

Contact this candidate