Customer Service Manager
Resume:
Raleigh, NC *****
*************@*******.***
april renee anthony
To obtain a position with an organization providing the opportunity to utilize, contribute, and
OBJECTIVE
expand upon my current skills.
CERTIFIED SERVICE COORDINATOR, JOHNSON LEXUS
EXPERIENCE
May 2011 – July 2012
• Scheduled service appointments in ADP w.e.b. Suite and X-Time for guests via phone
and/or email requests
• Handled guest complaints and escalated when necessary to Service Manager
• X-Time liaison for Call Center
• Created relationships with associates in different departments in order to offer guests
quality customer service on 1st contact
• Trained new associates on process and procedures for Service Department
TAX PREPARER, JACKSON HEWITT
October 2007 - March 2010 (Seasonal)
• Prepared tax returns for clients and informed clients of new and existing tax laws to
prevent fraudulent returns
• Trained new tax preparers on office procedures
• Contacted corporate office with filing issues and resolved based on instruction
CUSTOMER SERVICE SPECIALIST, BCBSNC
October 2006 – August 2007
• Answered inbound provider inquiries on claims submitted and forwarded open claims
to appropriate departments for complete processing
• Participated in round tables to improve new Quality Program
• Gathered data on daily basis from small group of associates for management to
evaluate reasons for provider calls
CUSTOMER SERVICE, GE MONEY
February 2004 – October 2006
Customer Service
• Answered inbound calls from stores and customers regarding all facets of Lowe’s
Consumer Card
• Completed credit inquires on new accounts and authorized sales on existing accounts
E-Service Team Member
• Resolved escalated E-Service emails/calls from CSRs
• Created training materials for CSRs to better assist with E-Service calls
• Monitored and assisted CSRs while on calls in order to provide 1st call resolution
Customer Service Specialist
• Resolved Lowe’s Customer Care complaints by researching customer’s accounts and
contacted customer with resolution
• Covered Manager on Duty responsibilities when Customer Service Managers were
unavailable
• Served as Subject Matter Expert for FDR/Workstation conversion for CSRs
• Trained associates from other portfolios on Lowe’s Consumer Credit Card process and
procedures
• Reinforced skills taught while in training by serving as a floorwalker during Bridge
Training
• Evaluated calls and attended Call Quality calibration sessions
• Coached new hires to Performance Zone and Q-Cal requirements
• Facilitated side-by-side CSR coaching to improve productivity and quality scores
• Facilitated Employee of the Month recognition program
TCS Project
• Monitored CMS for agent check-in and service level assurance
• Utilized eWFM to track and facilitate employee schedule changes; illness, personal
business, and vacation/holiday time
• Produced Call Center daily, weekly, monthly and Ad Hoc reporting for Management
and employees
Grand Opening Team Representative
• Acted as resource for all aspects of the credit card program during Grand Openings of
new Lowe’s stores for store associates and customers
• Processed all pre-approved and “walk-in” applications
• Provided direction/training for Hostess/Greeters and coordinated instructions on how to
handle the processing of “walk-ins”
UNIVERSITY OF PHOENIX
EDUCATION
B.S. ACCOUNTING
• April 2013
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