Customer Service Manager

Cheray Swanson

**** ***** *****, * ***********, I N 4 6224

Home: 317-***-**** - C ell: 317-***-**** : *******************@*****.***

Summary

Customer-focused Representative with a proved capacity to troubleshoot issues to ensure customer

satisfaction.Customer Service Representative who maintains a high level of professionalism, patience and efficiency to

minimize customer dissatisfaction and increase customer loyalty.Qualified Customer Service Manager offering a record

of successful job performance, proved problem solving ability and experience developing and implementing innovative

solutions.Call Center Representative versed in customer support in high call volume environments. Superior computer

skills and telephone etiquette.

Highlights

High customer service standards Call center management experience

Employee relations specialist Devoted to data integrity

Service solutions expert Strong problem solving ability

Dedicated to process improvement Troubleshooting skills

Proficient with Microsoft Office Suite

Accomplishments

Managed call flow with up to [12] calls in queue per minute.Exceeded corporate target for customer satisfaction for [3]

months in a row.

Experience

Call Center Agent

June 2012 to July 2013

Stericycle Recall Call Center - Indianapolis, I N

Call Center CS Agent (Pharma) Inbound/Outbound calls, Processing BRC, Inquiries, Call Logs Ect..

Collected customer feedback and made process changes to exceed customer satisfaction goals.

Demonstrated mastery of customer service call script within specified timeframes.

Improved customer ratings by [100]%.

Addressed customer service inquiries in a timely and accurate fashion.

Built customer loyalty by placing follow-up calls for customers who reported product issues.

Customer Service Supervisor

October 2009 to May 2012

Super Kmart - Indianapolis, I N

Taking messages, answering phones,transferring calls, handling money, managing,opening and closing

paperwork.

Ran reports and supplied data to fulfill customer report requirements.

Formulated and enforced Service Center policies, procedures and quality assurance measures.

Worked with upper management to ensure appropriate changes were made to improve customer satisfaction.

Assistant Manager

June 2006 to September 2011

Patrick's P.U.M.S. and Cleaning - Indianapolis, I N

Taking Messages,Answering Phones Entering in correct information in the systems, Inventory, Filing paper

work, Handling Money, Cleaning, and Coping files.

Worked with upper management to ensure appropriate changes were made to improve customer satisfaction.

Provided cross training to [10] staff members.

Education

January, 2005

Independence Job Corps - Indianapolis, I N

High School Diploma : 2005

Independence Job Corps - Indianapolis, I N, United States

Associate of Science : Accounting, 2014

Everest University - Indianapolis, I N, United States

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