Customer Service Representative
Resume:
Don Franklin Shepherd
Las Vegas, NV 89178
Tel: 702-***-****
Mobile: 702-***-****
E-mail: ***************@***.***
CALL CENTER
EXPERIENCE: 5 Star Premier Banker, NAB-National Australia Bank
October 2010-November
2012 Call Center Permanent
. Responsible for servicing customers with transaction
account enquiries, credit cards, personal loans, home
loans, term deposits and internet banking
. Focus on building rapport and connection with
customers through One-Call Resolution
. #1 in Quality for the Business Unit for 6 consecutive
months in 2012
. Shooting Star Award, Excellence in Quality, 2011 and
2012
. 2nd Place, Quality Conversations Competition, 2011
. Actively initiated collaborative conversations across
organizational levels, including Communications
programs, Health and Safety, Privacy, Credit Card
training, and Enterprise Agreement issues
. Responsible for meeting referral targets for the sale
of credit cards, personal loans, and mortgage loans
. I held a supervisory role for union members who needed
a representative to assist them in management
meetings; such assistance included advice on
procedures and practices included in the Enterprise
Business Agreement covering work pay, sick leave,
disciplinary measures, health and safety, and
presentation of employee concerns
Customer Support Representative,
Vic Roads
March 2010-October 2010
Temporary Contract
. Responsible for servicing a wide-range of vehicle
registration enquiries
. Responsible for setting appointments, taking payments,
mailing permits, and registration renewal updates
. High volume call center-75 to 100 calls a day
. Low ACW times and high adherence rate
. Proficient with multiple systems
Customer Service Representative,
ANZ Bank
January-February 2010
Temporary Contract
Credit Card Sales Team
Serviced clients with credit card activations, balance
transfers, credit limit increases, and balance
enquiries
50 to 80 calls a day with limited After Call Work
(ACW) times
High adherence rates
SUPERVISORY
EXPERIENCE: University of Phoenix, Instructor
February 2002-October
2009
. In this role, I managed adult learners to achieve
their learning outcomes
. To achieve these learning outcomes I utilized online
platforms and traditional lecture courses to present
material and feedback
. My role required weekly feedback to students,
including constructive criticism, support, and one-on-
one guidance
College of Southern Nevada,
Instructor
September 2001-June 2007
. In this role, I managed a range of younger and older
learners to achieve their learning outcomes
. My role required year-round committee participation-
such as writing, hiring, budget, and course
development-that directly impacted student and
department procedures
. I was responsible for student retention in my classes
while maintaining a high level of quality education in
terms of class presentation and one-on-one guidance
especially for at risk students
COMPUTER
EXPERIENCE: I possess an intermediate level of computer
knowledge.
. Utilized numerous computer and multi-screen systems in
my banking and business experience
. Proficient with Word, Powerpoint and Dreamweaver
. Created my own website with Dreamweaver
. Created lectures and educational courses with HTML and
Powerpoint
EDUCATION: I hold a number of tertiary degrees from different
institutions in
the United States, including the
University of Nevada, Las
Vegas and Cal State University,
Fullerton.
REFERENCES: Jyoti Sharma, National Australia Bank, Australia
Trainer/Servicing, 011-***-****-
3001, *********@*****.***
Kirilli Moon, Finance Sector Union,
Australia
Organiser, 011-613-9261-5347 or 011-
*******.****@*******.***.**
Dr. Mike Green, College of Southern
Nevada, U.S.A.
History Department, 702-***-****,
*******.*****@***.***
Dr. Mohammed Miah, University of
Phoenix, U.S.A.
Chair, General Studies, 702-638-
7279,
********.****@*******.***
Contact this candidate