Customer Service Manager

MILLICENT OTIENO

**** ********* **** ********, ** 43229 614- 260-7871 *******@*****.***

PROFESSIONAL PROFILE

Over 6 years experience in customer service

Proven track record of identifying areas of improvement resulting in real cost savings

to

the organization

Excellent leadership, communication, interpersonal, analytical and problem solving

skills

6 years of working with diverse population while providing superior customer service

PROFESSIONAL HISTORY

Customer Relationship Manager December 2008- July 2010

Discover Financial Services New Albany, OH

• Displaying leadership through handling escalated Calls from frontline representatives

• Managing customer inquiries regarding various issues

• Identifying and resolving customer’s problems using company policies and procedures

• Acting as a liaison between Discover customers and the executive office

Account Representative

September 2006 – December 2008

Discover Financial Services New Albany, OH

• Taking inbound calls and answering customer questions

• Entered data of businesses into Orion on Customers’ Accounts

• Handling Customers calls regarding any issues with Discover Card

Retention Representative April 2004 – August 2005

Affinion Group Westerville, OH

Taking Customers calls and retaining the accounts

Managed customers’ accounts

Handled unresolved client issues from membership accounts

EDUCATION

Bachelor of Science, Management Information

System (MIS) June 2008

Franklin University Columbus, OH

RELEVANT COURSEWORK

Management Information Systems Technical and skills Writing

Leadership and Organizational Behavior Information System Security

Project Management

Principals of Finance and Accounting

COMPUTER SKILLS

Lotus Notes Microsoft Access and Excel

Orion

Windows XP (Word)

REFERENCES

1. Darlene Hillier - Overall team Coach – 614-***-****

2. Gayle Noeth - Former team member - 614-***-****

3. Veronica Rochine - Friend - 614 -596-9921

Contact this candidate