Customer Service Representative

C. Kent Steele

**** *. ************ ************, ** 46040 317-***-****

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

Customer Service Supervisor

Experienced customer service professional who effectively directs and

manages operations to ensure high quality service and customer

satisfaction. Successfully handles customer interactions and escalation

issues to correct situations and positively impact customer retention.

Excellent problem solving and multitasking skills.

Key Qualifications

Team Management

Customer Relations

Interviewing for Hiring

Training & Development

Work Delegation

Analytical Approach

Dependable

Safe Work Habits

Office Administration

Scheduling

Work Experience

Veolia Water Indianapolis, LLC.

3/2002 - 7/2010

Customer Service Supervisor (2/2008 - 7/2010)

. Created curriculum to educate employees about billing calculations and

adjustments.

. Issued instructions and delegated assignment of duties to employees.

. Observation and evaluation of worker performance for probationary and

yearly reviews.

. Communicated with other departments and management to resolve problems

and expedite work.

. Communicated of work procedures and company policies to staff.

. Assisted representatives in resolving problems and completing work.

. Resolution of complaints and answering of questions for customers

regarding services and billing.

. Made recommendations to management regarding staff and improvement of

procedures.

. Contribution to meeting department incentive agreements with the City

of Indianapolis.

Customer Service Representative (3/2002 -2/2008)

. Provided efficient and high quality internal and external customer

contact, insuring accuracy and courtesy to all customers.

. Created and processed work orders.

. Calculated and entered adjustments, transferred funds and documented

customer contacts in an accurate and timely manor.

. Received awards for exceptional customer service

. Promoted from level 1 customer service representative to a level 3

with increased salary and responsibilities

. Promoted to supervisor February 2008

Ross & Babcock Travel (Formerly Herron Travel) 2/1983 -

11/2001

Senior Travel Consultant 1997 - 2001

. Provided customer service and management of personal and corporate

accounts.

. Full-service corporate accounts demanded interaction with senior

client management to plan and schedule complete travel packages.

Office Manager 1996-1997

. Management of six employees.

. Facilitation of merger between Herron with Ross & Babcock offices.

. Consolidation of operations resulted in improved operational

efficiency and increased profits.

Herron Travel

Office Manager 1983-1996

. Chief contact for major corporate accounts, such as Macmillan

Publishing.

. Involved in everything from account and employee supervision to day-to-

day office management.

Education

Ball State University, Bachelor of Science in Business Administration

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