Customer Service Sales
Resume:
ROBIN M RUDLEY
Pine Lake, GA 30072
DeKalb County
**********@*******.***
OBJECTIVE
I desire a position in which I can utilize my customer contact, as well as,
multi-tasking skills. My excellent analytical and communication attributes
enable me to confidently apply myself. I am an industrious, positive team-
oriented individual seeking a position with a corporation, which can
accommodate my professional needs.
HIGHLIGHTS
14 years of providing world-class customer service
Developed customer service policy/procedures to target and maintain
customer satisfaction
Proficient with Word, Excel, Windows 98/NT/2000/XP/Vista, Lotus Notes, MS
Outlook/Exchange, POP3 and HTTP email systems. Type 35wpm/7800 KSPH
EXPERIENCE
Call Handling
90 to 155 inbound/45 to 60 outbound calls per day
Build quick rapport with customers
Actively listen to customer to determine their needs
Process calls within SLA/Utilize escalation techniques
Quality
Provide weekly scores for call flow adherence
Generate spreadsheets with quarterly review stats
Monitor queues for ACW and hold/talk time
Formulate and comprise team statistics
One-Call Resolution
Perform analysis for proper escalations procedures
Resolve irate customer issues
Handle initial concerns on the first call
Determine the most effect outcome
WORK HISTORY
06/2003-Present Caterer, Nibor's Tasty Feasts
Decatur, GA
04/2010-06/2010 Enumerator, US Census Bureau Decatur,
GA
12/2007-08/2009 Tech Support, Sprint/Nextel Norcross,
GA
03/2003-11/2007 CSR/Sales Rollins Inc.
Atlanta, GA
10/1998-01/2003 Tech Support, WorldCom Wireless
Atlanta, GA
11/1994-09/1998 CSR, AT&T Marietta, GA
EDUCATION
Associates Degree in Urban Studies, Georgia Perimeter College, 1995
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