Customer Service Sales

Tyheema Mason

*** ******** ******* *****

Stone Mountain, Georgia 30083

404-***-****

***************@*****.***

CUSTOMER SERVICE REP / 8 YEARS' EXPERIENCE IN CUSTOMER SERIVCE

Polished, professional customer service rep offering:

• Eight years of experience providing customer support in busy environments for

p ublic utility and insurance industry employers.

• An unwavering commitment to customer service, with the ability to build productive

relationships, resolve complex issues and win customer loyalty.

• Strategic-relationship/partnership-building skills – listen attentively, solve problems

creatively, and use tact and diplomacy to find common ground and achieve win-win

outcomes.

•

EXPERIENCE

Customer Service Representative

5/2005- 9/2007 City of Newark, Newark New Jersey

I have handling customer inquiries, complaints, billing questions and payment

extensions/service requests. Calm angry caller, repair trust, locates resources for problem

resolution and design best-option solutions. Interface daily with internal partners in accounting,

field services, new business, operations and consumer affairs divisions.

Key Accomplishments:

• Managed a high-volume workload within a deadline-driven environment. Resolved

an average of 550 inquiries in any given week and consistently met performance

benchmarks in all areas (speed, accuracy, volume).

• Became the lead “go-to” person for new reps and particularly challenging calls as one

of the company’s primary mentors/trainers of both new and established employees.

• Helped company attain the highest customer service rating (as determined by

external auditors) – earned 100% marks in all categories including communications

skills, listening skills, problem resolution and politeness.

• Officially commended for initiative, enthusiasm, tenacity, persuasiveness, intense

customer focus and dependability in performance evaluations.

Customer Service Agent

9/2007-5/2009, Call Center Rep, Marietta, Georgia

I have handled incoming calls from policyholders, responding to inquiries, resolving problems

and correcting policy errors. Provided quotes and executed online policy changes for auto, home

and excess liability. Used consultative selling techniques to provide leads for telesales personnel.

Key Accomplishments:

• Recognized as “#1 Customer Service Rep” (out of 20 reps in division) in fall 2008.

Ranking was based on accuracy, customer service, duration of calls and availabili ty.

Co-developed on- the- job t raining program that reduced t raining time from eight

weeks to five.

• Contributed to an 8% sales increase in 2008 by improving lead-generation and sales

t racking techniques.

EDUCATION

9/2003 – 11/2003, Customer Services Skills Training, Toms River, NJ

Completed five 4-hour modules of customer service training. Topics included how to:

• Greet t ransfer and hold calls

• Build rapport, listen, clarify and manage conversational f low

• Manage upset customers, conflicts and challenging situations

• Deliver outstanding service, exceed expectations and build long-term loyalty

• Work in teams and in a self-directed environment

9/1998-6/2002, Manchester Regional High School, Haledon, NJ

10/2007- Cur rently, University Of Phoenix Online, Arizona

SKILLS

Skill Name Skill Level Last Used/Experience

Customer Service Expert Currently used/8 years

Call Center Service Operations Expert Currently used/8 years

Complaint Handling/Dispute Resolution Expert Currently used/8 years

Sales Lead Generation Advance Currently used/8 years

Data Entry/Records Management Advance Currently used/8 years

Multiline Phone Use Advance Currently used/8 years

MS Word, Excel and Access Intermediate Currently used/6 years

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