Customer Service Management
Resume:
E mily M. Shaw
*****.*******@*****.***
EXPER IENCE SUM MARY
• Provided excellent customer service in a call center atmosphere
• Supported customers with billing inquires and product t rouble shooting
• Managed client information in a confidential environment
• Up-sold additional products and solutions to customers
• Trained and mentored new employees
• Provided roll out t raining for new products and policies implemented by
management
• Took ownership of escalated issues
• Acted as a knowledge base in team oriented environment
• Promoted and mentored other team members and colleagues to achieve above and
beyond
QUAL I F ICAT IONS
• 11 years experience in customer service, technical support and billing
• 3 years team lead experience
• Able to communicate complicated subjects in a concise and relatable manner.
• Abili ty to multi-task with minimal supervision
• Abili ty to work well in a fast paced environment
• Strong attention to detail
• Readily establishes professional rapport among senior management, co-workers and
customers.
• Experienced with Various CRM Software Programs and Microsoft Office Suite
• Consistently exceeded sales quotas.
EMPLOYMENT CHRONOLOGY
T ime Warner Cable Ontario, CA.
Call center representative / team lead
Dates Worked: August 2008 – present
Wells Fargo Wasilla, AK.
Front end teller
Dates Worked: February 2008 – July 2008
Blue Cross Blue Shield M edford, OR.
Call center representative
Dates Worked: January 2006 – December 2007
Lowes Home Improvement Medford, OR.
Customer relations / Head cashier
Dates Worked: A ugust 2004- January 2006
Verizon 411 Victorville, CA.
Call center representative
Dates Worked: September 2002 – June 2004
EDUCAT ION
( In Progress) Associates in business management
University of Phoenix January 2012 – Present
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