Customer Service Sales

Serena M. Hill

***** ********** **** *** *-***

Hayward, Ca 94545

Phone: 510-***-****

Email: ***********@*****.***

Experience:

****-**** ******* *****, *** Francisco, Ca

Customer Service Rep

Call monitoring, motivating team members and creating daily sales

incentives; coach using call metrics, attendance reports, and work order

accuracy reports; resolve any escalated issues, answer 50 -60 incoming

calls in an automatic call distributor environment

2006-2007 Jessos Seafood and Caberet

Bartender

Mixed ingredients to prepare cocktails and other drinks, collected payments

and operated a cash register. Greeted customers, made sure customers were

of age to enjoy cocktails. Served food to bar patrons, monitored and

maintained an inventory of supplies. Opened and closed bar.

2006-2007 Bank of America, San Francisco, CA

Customer Service Lead II

Responsibilities include to answer 50 -75 incoming calls in automatic call

distributor environment; Respond to customer banking inquiries regarding

CD's

and IRA accounts; retain current customer base; provide superior customer

service; resolve any escalated issues; coordinate development topics for

team

meetings; conduct learning sessions to new team members; motivate and

mentor

representatives; responsible scheduling employees based on business needs;

administrative functions.

2003-2006 HSBC, Las Vegas, NV

Floor Supervisor

Supervise on a team of 10, in a call center of 200 employees; assist with

closing

sales, call monitoring, motivating team members and creating daily sales

incentives; coach using call metrics, attendance reports, and work order

accuracy reports; Act as a liaison between coaches, supervisors, and

representatives, to ensure customer satisfaction; Provide a courteous and

timely resolution to escalated issues; process and approve credits; conduct

daily team huddles; conduct training side-by-sides for new software

applications; research complex billing issues; collect on past due accounts

Skill Qualifications: Typing 45 wpm, 10 Key 9000ksph by touch Microsoft

Word,

Microsoft Access; Microsoft Excel, Microsoft Outlook,

Strong interpersonal skills, planning and organization.

Education: Solano Jr. College, Fairfield, CA, Armijo High School,

Fairfield, CA. ABC Bartending school, San Leandro, Ca

References Available Upon Request

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