Erica J. McKnight

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

Apt. G

Baltimore, MD 21206

443-***-**** (home)

443-***-**** (cell)

abin47@r.postjobfree.com

Qualifications

Demonstrate sense of urgency in busy call center environments such as banking, retail and education industries.

Posses exceptional ability to build productive relationships, resolve complex issues and win customer loyalty.

Demonstrate outstanding problem solving and active listening skills - able to diffuse difficult customer’s situations with tact and

ease.

Acknowledge for unwavering commitment to providing exceptional customer service.

Work Experience

Mayor’s Office of Employment and Development (Youth Works) Baltimore, MD

General Clerk January 2010 – August 2010

Office Work: filing, faxing, copying, typing, etc.

Answering phone calls and routing them to the correct lines.

Registering kids to participate in Summer Youth Works 2010 Program.

Sylvan Learning Center (Ultimate Staffing) Baltimore, MD

Customer Service Rep September 2009 – January 2010

Prepared timesheets for youth workers and other secretarial tasks.

Assist with activities for the campers.

Helped with planning trips for the campers.

The Dawson Safe Haven Center (Youth Works) Baltimore, MD

Team Lead July 2009 – August 2009

Prepared timesheets for youth workers and other secretarial tasks.

Assist with activities for the campers.

Helped with planning trips for the campers.

Allied Barton at Johns Hopkins University Baltimore, MD

Bike / Housing Security Officer April 2009 – July 2009

Observe and report all activity.

Maintain postal position and assist students with any questions about the campus.

Make detex rounds every hour for security of the premises.

Education Affiliates White Marsh, MD

Customer Service Representative / Appointment Setter January 2008 - July 2008

wdwdw

Contacted perspective students within 3 minutes to set appointments to meet with an admission representative.

Emailed admission representatives in reference to the status of the call.

Entered the perspective student’s information into computer software called Campus Vue.

HSBC Card Services White Marsh, MD

Customer Service Representative May 2007 - December 2007

Answered customers phone inquires about their credit card accounts.

Processed account payments with customers via telephone.

Cross-sold enhancement services to existing account members.

( Awarded multiple gift cards for selling enhancement products daily.)

Thomson Prometric Windsor Mill, MD

Customer Service Representative / Appointment Setter May 2005 - November 2006

Scheduled, rescheduled and cancelled exams for professional people wanting to become certified in their profession.

Processed payments for certain exams via telephone.

Searched the data base for testing locations and times accommodating the person.

Nordstrom Towson,

MD

Sales Associate August 2004 - May 2005

Sold men’s shoes and other apparel.

Opened Nordstrom credit card accounts with customers.

Cash handling experience on cash registers.

( Selected to train one employee for a sales event; recognized multiple times for Top-Performer in the department.)

MBNA Hunt Valley, MD

Sales Advocate May 2003 - November 2003

Persuaded perspective customers to apply for a MBNA credit card.

Cross-sold Balance Transfers as an enhancement service to the customers account.

Entered all data into computer software.

Education

Mergenthaler Vocational - Technical High School Baltimore, MD

Business Administrative Procedures September 2000 - June 2004

Diploma Received

Professional Training

Script Reading

Cross Selling Strategies

Product Knowledge

Computer Software Programs

Customer Service Conversations

References Available Upon Request

Contact this candidate