Customer Service Experience
Resume:
NEDIALKA PETROVA
Fox Run Drive****
Elk Grove Village, IL 60007
*******@*****.***
SUMMARY
Well-rounded, open-minded professional with years of experience in Customer Service. An
advocate for continuous improvement who brings initiative, enthusiasm and determination to
accomplish desired goals. Creative problem-solver who works well with others in pressure
situations and embraces challenges.
PROFESSIONAL EXPERIENCE
BIGSTON Corp., ElkGroveVillage, IL, Supervisor, Call Center 2004-2010
• Supervised and coordinated activities of Customer Service staff engaged in
handling service orders and customer inquiries by phone, fax and e-mail.
• Took escalated calls; served as primary point of contact with designated
customers.
• Determined work procedures, prepared work schedules and expedited
workflow.
• Oversaw the customer representative at the front desk counter.
• Oversaw two people clerical staff.
XEROX Corp., Des Plaines, IL 1997 – 2003
Started as a Print Operator and promoted to Production Supervisor and then to Manager
of the Call Center. In that position:
• Managed global call center for North, Central and South America, Australia
and UK, 24x6 operation.
• Hired, trained and developed a team of 16 Special Account Analysts and one
Inventory Specialist.
• Provided daily administration of Oracle 11.0.3 applications for the following
major modules: Order Entry, Inventory, Bills of Materials, Work in Process
and Discoverer for reports. Facilitated the conference calls with the
international production sites.
• Developed a comprehensive training plan and coordinated the creation of the
process documentation.
• Increased customer satisfaction and kept overhead low by implementing cross
training.
• Maintained employee morale by clearly communicating business changes to
all involved.
• Achieved four consecutive months of mistakes-free Customer Support Center.
EDUCATION
BS, Electronics Engineering
Electro-Mechanical Institute, Sofia, Bulgaria
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