Customer Service Process Improvement

Refer ences

Other Exper iences Wor k Exper ience

Sk ills

CURTIS BRADFORD

as much as possible in support of organizational and executive level goals, striving at all time professional to a higher standard in keep

PO Box 590837, Fort Lauderdale, Fl 33359 954-***-**** ***********@*****.***

8/2011-4/2012 Teleperformance/Ft. Lauderdale, FL

• Working in a call center enviroment, assisting customers with

troubleshooting their cell phone and resolving any cell phone issues.

• Assisting customers with information on their accounts, such as balance,

account agreements, warranty, and other duties as needed

• Replacing customers cell phones as needed based on account review.

7/10-2/11 Global Resource Temp Agency/Margate, FL

• Working part-time in a call center environment, assisting customer with setting

appointments to have their vehicle serviced at various dealers.

• Placing orders for clients to purchase educational toys and soft selling other

products.

EDUCATION

7/2009-4/2010 Employment Resource Inc/Hospice By The Sea

Related Courses:

Boca Raton, FL

Marketing/Business Management

Forms Publisher

Professional Development

• Print requested materials as requested by client.

Workplace Diversity Training

•

Integrated Diversity Awareness Training Performs pickup and delivery of overflow jobs, which entails traveling to

Lean Six Sigma (Yellow Belt) and from various accounts to the Overflow Copy Center.

• Verified conditions in order to produce accurate results

Communication Skills in Leadership

• Performed mailroom functions, including sorting and filing of individual

Training

sheets of correspondence.

• Responsible for verifying conditions in order to produce accurate results.

• Processed incoming and outgoing mail, delivered mail to customer within

a certain time frame. Handled all types of mail overnight, parcel, urgent

Efficient in multi-tasking mailings

Highly developed communication skills • Ensured inventory supply was well stocked by placing orders as needed.

Proven interpersonal, analytical and • Research and specify specific products necessary for individual projects

judgment skills. based on client’s requirements.

Proficient in Microsoft Office (Word,

Excel, Power Point)

6/2007-5/2009 AppleOne/Xerox Columbia, SC

Typing Speed – 45wpm

Print Shop Associate

Print requested materials as requested by client

• Research and specify specific products necessary for individual projects

based on client’s requirements

Served as member of the Diversity

• Processed incoming and outgoing mail, delivered mail to customer within

Learning Group. Goal was educating

a certain time frame. Handled all types of mail overnight, parcel, urgent

personnel on diversity issues.

mailings

• Performed mailroom functions, including sorting and filing of individual

Served as Team Leader for the

sheets of correspondence.

Wachovia Process Improvement Team.

• Plan project by designing layout and specifications Print requested

This team was a sub-group of our

materials as requested by client.

corporate Process Improvement Team.

• Communicate with clients throughout process to resolve any questions

Goal was to assist with procedural system

or concerns they may have.

and compliance issues that affected the

• Numerous DocuColor and DocuCare Training for basic maintenance of

Call Center. Gained exposure and a

printing equipment.

detailed understanding of how the

company and other departments operated.

8/2006-4/2007 American Express Plantation, FL

Customer Service Disputes

Furnished Upon Request • Monitored/prioritized workflows to ensure targets and service standards were met.

• Liaise with internal customers to coordinate any aversions or complex issues.

• Ensured all corporate clients received world-class customer service.

• Handled and processed inquiries in reference to products/services through disputes.

• Regular client contact via letters and phone contact.

organizational/client

9/2000-11/2005 Wachovia Bank, N.A. Columbia, SC

Team Support Leader/Customer Service Rep.

• Ensured consistency of service by training frontline Customer Service Representatives on new products, procedures and systems.

• Enhanced team performance and morale by applying effective motivation and coaching tools.

• Handled escalated calls to prevent any negative impact to the customer/company.

• Analyzed performance and completed employee evaluations.

• Ensured compliance with policies/procedures.

• Assisted Personal Service Bankers in achieving annual service goals.

• Served as backup during supervisor absences,.Processed payroll

• Acted as a coach/information resource to ensure service opportunities were maximized.

• Worked in tandem with other departments on problems that impacted both the customer and the company reducing unnecessary

cost.

2

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