Customer Service Representative

Hillary E. Faichnie

*** ******* **. **********, ** 80027

303-***-**** ● *********@*****.*** ● http://www.linkedin.com/in/hillaryfaichnie

PROFESSIONAL SUMMARY

A highly accomplished emerging professional with exceptional interpersonal

communication skills. Extensive experience in team leadership. Skilled in personnel

resource development. A technically-savvy self-starter. Creative problem solving

abilities, especially in high-pressure scenarios. Specific areas of expertise include:

• Exceptional written, oral, and electronic communication skills

Confident and encouraging leader and skilled team builder

Can work both cooperatively and independently, with initiative and self-motivation

Profound ability to think critically and problem-solve quickly

Resourceful, creative, and thrives under pressure

PROFESSIONAL EXPERIENCE

Bolder Calls, Boulder, CO 01/ 2010 – 04/

2011

Trainer / TeleService Representative

Generate leads for insurance agents through telemarketing techniques. Train new

employees to produce proficient, confident and successful representatives. Select the

best candidates for permanent hire. Create, organize and update training materials.

Perform quality analysis of outgoing leads for submission to agents. Provide quality

service directly to agents.

• Promoted to trainer in 4 months due to superior performance reviews

• Successfully trained over 40 employees into full status service reps

• Generated an average of 16 leads per day

Westwood College Online, Westminster, CO 06/ 2009 –

10/ 2009

Admissions Representative

Recruited and enrolled prospective students with emphasis placed on student

motivation, qualification, potential and fit for the institution. Interviewed prospective

students. Conducted admissions presentations utilizing online technology. Coordinated

with all departments to ensure efficient transitions for enrolled students.

• Maintained and updated database of students

• Successfully recruited and enrolled students

Mentored students on admissions requirements and graduation requirements

Checks Unlimited, Colorado Springs, CO 01/ 2003-

11/ 2004

Customer Service Representative

Handled an average of 80 inbound calls per day. Delivered award-winning customer

service. Expedited the resolution of customers’ concerns and adeptly diffused escalated

situations by using effective communication and problem solving skills.

Increased revenue by improving sales scripting

Recognized as Top Customer Service Representative for achieving highest sales and

positive customer feedback

Consistently exceeded sales goals by 20% or more

EDUCATION

University of Colorado, Boulder, CO

• Bachelor of Arts, Humanities (concentrations in English and History)

• Minor, Philosophy

• GPA 3.50 / 4.0

Pueblo Community College, Pueblo, CO

• Associate of Arts

• GPA 3.786 / 4.0

AWARDS AND RECOGNITION

Induction into Phi Beta Kappa Honor Society, Spring 2008

Dean’s List, University of Colorado at Boulder, Spring 2006, Fall 2006

Benjamin and Jeanette Levitt Memorial Writing Scholarship, Spring 2006

Graduation with Honors, Pueblo Community College

Best CSR Overall, Checks Unlimited, December 2003

Recipient of Outstanding Quality Certificate Of Achievement, Checks Unlimited

Member of AmeriCorps from August 1998-July 1999, tutored children ages 6-10 in

reading, organized and trained volunteer tutors in specialized methodologies

Pueblo Up With Reading! Community Award, 1999 (awarded to those in the community

who have contributed to the advancement of literacy)

1999 Pueblo County Community Service Award

1999 Service-Learning Award at Pueblo Community College

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