Customer Service Quality Control

SHANNON L. PURDHAM

• • **************@*****.*** •

*** **** ****** **********, **. 66092 785-***-****

QUALIFICATIONS SUMMARY

Highly personable Customer Service Representative with 10 years experience in call center

operations, customer relations, account management, and administrative support within the

collections, construction, and direct mail advertising industries.

Talent for identifying customer needs and presenting appropriate company product and/or

services.

Demonstrated ability to gain customer trust and provide exceptional follow-up service,

leading to increased repeat and referral business.

Excellent written and verbal communication skills.

Expertise in resolving escalated customer service issues.

Ability to multi task while performing required functions of the position.

Proficient with Microsoft Office System (including Microsoft Word, Microsoft Excel and

Microsoft Access)

PROFESSIONAL EXPERIENCE

Encore Receivable Management – Lenexa, KS

Collections Specialist (11/08 to 12/09)

Daily responsibilities included following up on promise to pay arrangements and calling

on delinquent accounts in efforts to resolve past due amount.

Conferred with creditors to recommend alternatives in handling account issues.

Investigated and analyzed personal financial position of delinquent card holder to recommend

percentage of payment the card holder can reasonably pay.

Reconcile customer disputes regarding payments.

Responsible for monitoring and maintaining assigned accounts.

Perform various administrative functions for assigned accounts such as recording address

changes and purging records of deceased card holders.

Top Resources/Embarq Contract, Overland Park, KS

Order Specialist (08/07 to 10/07)

Prepared, maintained and reviewed purchasing files, reports and price lists using Microsoft Excel

and Microsoft Access. Determined if inventory quantities were sufficient for needs, ordering more

material when necessary.

Compared prices, specifications, and delivery dates in order to determine the best bid among

potential suppliers.

Contacted suppliers in order to schedule or expedite deliveries and to resolve shortages,

missed or late deliveries and other problems.

Tracked the status of requisitions, contracts and orders.

…Continued…

SHANNON L. PURDHAM

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Professional Experience Continued

Russell-Hampton Co. – New Century, KS

Convention Assistant (06/04 to 01/05)

Responsible for fulfilling a packing list prepared by the Lead Convention Representative. Items

shipped had to be inspected for the highest quality to ensure the company would be held in the

highest of standards.

Worked on deadlines to have merchandise packed and shipped to enable timely arrival.

Maintained inventory between shipments and quality control.

FOSTER & MILLER, P.C – Glen Allen, VA

Receptionist (01/02 to 6/02)

Served as the Receptionist for two separate companies, serving a staff of fifteen.

Responsible for answering phones and attending to visitors. Assisted in organizing

meetings which included the preparation of reading materials and catering

arrangements.

Created proposal letters for clients, ordered office supplies, and answered phones.

Scheduled courier’s for transfers of important documents pertaining to ongoing jobs between

the company and their clients.

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