Customer Service Sales

Elizabeth Outlaw

*** ******* ******; CASTLE HAYNE, NC 28429 910-***-****

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

Objective

To obtain a position within an organization that values my dedication to

the company and its customers, where my expertise in customer service and

general business skills would be needed and utilized.

Summary of Qualifications

Customer service experience entailing more than 10 years combined through

food, retail, automotive and wireless industries.

. Extremely detail oriented

. Work well with teams or on individual basis

. Quick learner and work well under pressure and deadlines

. High level of integrity, confidentiality and professional maturity

. Highly motivated and driven to succeed

. Proven ability to meet and exceed all expectations to meed job

requirements

. A talent for customer relationship management

Work Experience

Verizon Wireless, Wilmington, NC January 2007 to Present

Technical Support Representative

. Handle Level 2 Technical support to customers and customer service

representatives, including troubleshooting phones, laptops, netbooks,

and wireless modems and software.

. Responsible to escalating Network related issues to the appropriate

departments in order to reach a timely resolution for the customer.

. Maintained satifactory levels of customer satisfaction requirements

and achieved First call resolution requirements.

Senior Customer Service Representative

. Delivered top quality customer service and was promoted to the Senior

level after 12 months of employment based on meeting and exceeding

overall performance requirements.

. Handled high volume of inbound calls that addressed customer concerns

involving billing, payments, pricing plans and features, equipment

orders, returns, and activations.

. Exceeded call center performance requirements for the year ending 2009

Transition Assistant

. Selected and participated in the New Hire transition training

department to help new employees with their migration from initial

classroom training to the main call center floor before they become

part of the general call center population.

. Worked with a group of 20 Newly hired representatives on knowledge and

performance based skills to ensure they are meeting expected daily and

quality requirements through side by side monitors of call quality,

providing feedback, training, coaching, and created and put into place

action plans for each New hire to assist them with meeting all goals

and requirements before moving onto their new position as customer

service representatives.

Bob King Buick-Pontiac-GMC, Wilmington, NC January 2006 to January 2007

Accounting Department

. Worked with other members of the account department to ensure the

company ran effectively and efficiently behind the scenes to maximize

company profits.

. Balanced daily monetary intake from dealership cashiers verifying all

was accurate and accounted for and ensured it was prepared and

correctly deposited with our financial institution.

. Balanced vendor statements to ensure all transactions were accurate

and inventory was inputted correctly.

. Maintained the advertising account to ensure that billing corresponded

with budget that was worked out the month prior for each department

within the company.

. Submitted and maintained customer warranty purchases, cancellations,

and refunds.

. Cashiered and answered multi-line phones as needed

S & K Menswear, Wilmington, NC August 2003 to June 2005

Sales Manager

. Maintained required sales quotas while also encouraged and assisted

other sales members to reach their quotas.

. Store Key holder and was responsible for open and close procedures,

daily till and deposits with our financial institution.

. Maintained inventory counts and merchandising of sales floor.

. Filled in as emergency tailor to maintain customer satisfaction and

meet the needs of the business.

Pizza Hut Inc., Wilmington, NC June 2004 to April 2005

Assistant Manager

. Supervised and maintained staff for 15-20 employees, including

creating the schedule for each employee to ensure store was

sufficiently staffed for each period of the workday based on expected

sales.

. Enforced all safety and health regulations and maintained appropriate

inventory levels based on excepted sales to ensure all inventory was

fresh.

. Conducted all money transactions with customers and delivery drivers

and ensured daily till was balanced, prepared and completed daily

deposits with our financial institution.

Belks, Wilmington, NC August 2000 to August 2003

Sales Associate

. Assisted customers with sales purchases, fitting of clothing and

marking for alterations if needed.

. Maintained cash register daily including verifying that opening and/or

closing balances correct.

. Maintained sales floor displays and made sure they met company plan-o-

gram requirements and standards.

. Maintained a neat and tidy sales floor area, ensuring all tables,

displays, and racks were organized and restocked as needed.

Can provide more work history if needed

Education

BS in Business Management, University Of North Carolina, Wilmington May

2004

. GPA 3.0

. Coursework included Management, accounting, economics, business

policies, marketing, public speaking.

South Johnston High School, Four Oaks, NC June 2000

. GPA 4.0

. Standard course of study, with elective classes in Accounting, Musical

Ensemble and Marching Band.

Computer Skills

. General Computer knowledge and troubleshooting abilities

. Experience with several different POS systems

. Microsoft office including Word, Excel, Access, and PowerPoint

. Internet savvy

. Type 60 wpm

References

Professional

Anthony Camilleri 910-***-****

Jennifer Buttery 910-***-**** ********@*****.***

Malcolm Burgess 704-***-****

Personal

Stephanie Shepard 910-***-****

Emily Poraczky 910-***-****

Charlene Williams 910-***-****

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