Customer Service Sales Representative

David M. Twigg

**** ********* ****, ***********, **, 92683 - 949-***-****

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

Objective

Desire a customer service position utilizing my knowledge, previous

experience, and skills to meet business objectives that support customer

service and continuous improvement.

Professional Summary

. 10+ years experience in serving customers.

. Have comprehensive communication skills as well as proved

organizational skills.

. Courteous, customer service oriented with ability to demonstrate

empathy and active listening.

. Proven problem-solving, analytical, and creative thinking skills in a

complex environment.

. At ease in high stress, fast-paced environments with multiple

responsibilities.

. Possess general business knowledge with a respectful and professional

demeanor.

Career Accomplishments

. Researched and implemented voice over internet protocol (VOIP)

technology, which allowed for expansion from a local to a national

market.

. Designed shipping strategy that increased on time delivery of products

from 92% to 97%.

Experience

Customer Service / Sales Representative

2007 - 2010. Click Computers. Salt Lake City, UT

. Provide a high level of customer service and client relations based on

outstanding communication and interpersonal skills.

. Provide customers with product information and pricing in order to

meet customer needs.

. Process and manage order entry process from start to finish.

. Use of de-escalation, negotiation, and listening skills to communicate

effectively with customers and to provide 100% customer satisfaction.

. Resolve billing, returns, charge-backs, product, and service concerns.

. Generate repeat business through successful client follow-up.

Customer Service Specialist

2004 - 2006. Voicemail Depot. Irvine, CA

. Perform all aspects of customer service including answering busy multi-

line phone system, facsimile, email, and providing detailed

information for various services.

. Develop strong customer relations and provide the highest standards of

customer satisfaction and quality service at all times.

. Evaluate and review customer statements for accuracy, made necessary

adjustments, and provided customer support in response to critical

questions or concerns.

. Data entry and database management responsibilities.

. Participate in projects, duties, and other tasks assigned by

management.

Sales Associate

2002 - 2004. 7-Eleven. Salt Lake City, UT

. Open and close cash register; performing tasks such as counting money,

separating charge slips, coupons, and vouchers, balancing cash

drawers, and making deposits.

. Maintain a thorough knowledge of store merchandise.

. Advise customers on purchases and provide excellent customer service.

. Maintain reputation for prompt, efficient service with high level of

accuracy.

Call Center / Customer Service Representative

1998 - 2002. Providian Financial. Salt Lake City, UT

. Extensive use of problem solving skills to troubleshoot accounts in a

fast paced environment.

. Use of employee empowerment, retention techniques, and communication

skills in order to maintain 100% customer satisfaction.

. Other responsibilities include product sales, risk management,

tracking and reporting current business trends, analyzing existing

issues, and incorporating solutions and new ideas.

Education

BS Business Management

Cal State Fullerton University, Fullerton, CA

Computer Skills

. Proficient in Microsoft Office Suite: Word, Excel, PowerPoint, Access,

Outlook.

. Experience with the following operating systems: Windows 98, Windows

2000, Windows ME, Windows XP, Windows Vista, Linux, UNIX, MS DOS.

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