Customer Service Representative

Cedrica Dysart

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

**** *. ********** **** *** Home: 615-***-****

B2 Cell: 731-***-****

Murfreesboro, TN 37130

Dedicated customer service representative with 2+ years of experience in “big box” retail

and sales service settings. Consistently achieve record high customer satisfaction rankings,

improvements to the bottom line and turnaround of underperforming operations.

Respected builder and leader of customer focused teams; instill a shared, enthusiastic

commitment to customer service as a key driver of company goal attainment. Lead by

example and ensure the execution of all safety, security, quality and store operations

policies.

Areas of Expertise

Customer Service Lead Customer Satisfaction Teambuilding & Training

Complaint Handling & Enhancement Cost Reduction Strategies

Resolution Front End Order Fulfillment

Retail Operations Lead Sales & Margin Improvement

Professional Experience

ADVENTURE WORKS Elgin, IL 6/06 to 8/07

Customer Service Representative, 6/06 to 8/07

Customer Service Representative,

Promoted to lead position to recruit, train and supervise 25+ customer service reps and cashiers. Foster an environment in which

guests enjoy high levels of service and employees are motivated to deliver top performance. Manage front end operations to ensure

friendly and efficient transactions at checkout. Selected Contributions:

Won “Service Excellence Award” for instrumental role in driving record high sales increases,

propelling store to improve ranking from #32 in territory to #5 by 2007.

Reduced staff turnover by 15% in 2007, benchmarking a record setting improvement in staff

retention due to the success of employee development and morale building programs.

Elevated store’s guest satisfaction index from 86% to 92% within two years; ensured the

swift resolution of customer issues to preserve customer loyalty while complying with

company policies.

Served on special taskforce charged with turning around under performing stores. Trained

CSRs and reps in five struggling stores, and contributed to significant improvements in

guest satisfaction and sales.

Exemplified the second to none customer service delivery for which Adventure Works is

nationally renowned in all interactions with customers.

Education and Training

Everest University Online South Orlando, FL 1/10 to present

Earned 28 credits; concentration in computer engineering, charged major to medical billing and

coding.

Training: Completed numerous courses and seminars in customer service, sales strategies, inventory control, loss prevention, time

management, leadership, performance assessment and food safety.

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