Customer Service Project Manager
Resume:
Akelia Davis
Apple Valley, CA 92308
*****.******@*****.***
Objective
My objective is to obtain a position as where my experience and
commitment to excellence can be utilized and be of benefit to the
company.
Summary of Qualifications
. Well organized and detail oriented
. Excellent time management skills
. Exceptional leadership skills, able to coach, motivate, and guide
staff
. Great interpersonal skills, able to work efficiently on group settings
. Able to effectively communicate with other departments, organizations
and all levels of management
. Creative and adaptable to change
Experience
Fleetcor 2008-2010
Concord, CA
Marketer/VIP Specialist
Single point of contact for Chevron Marketers and VIP customers.
Assisting Fleetcor's sales team with the creation and maintaining of
Chevron and Texaco Business Credit Card
Responsible for creating new customer rewards and maintaining a log of
current incentives
Liaison between Chevron and Fleetcor for troubleshooting customer
complaints and inquiries and resolving them within 48 hours
Customer Service Representative
Answering incoming calls and email inquiries from current and
potential Chevron and Texaco Business Card customers
Assisting customers with maintaining their credit card account by
providing excellent customer service
Training new customer service representatives on policies, procedures
and call handling
Working on various special projects as requested by management
Zomax Inc. 2005-2007
Concord, CA
Customer Service Representative
. Answered incoming calls and email inquiries from potential and
existing Microsoft customers in a high volume call center
. Established new account for the Microsoft Developers Network
. Performed maintenance on new and existing accounts
. Outbound sales of Microsoft products to existing customer
. Assisted the Training Manager in conducting classroom and on the job
training for new representatives
. Assisted customer service representatives in handling problematic
calls in the absence of managers
Church of the Valley 2003-2005
Apple Valley, CA
Receptionist
. Light Telephone Duties - Directed callers and visitors to the
appropriate parties
. Assisted in distributing clothes, food, shelter to the disenfranchised
Providian Financial 1997-2002
San Francisco, CA
New Accounts Marketing Project Manager
. Supported the execution of tests and tracked results
. Developed new creative pieces such as card mailers, letterhead,
letters, and brochures
. Managed the fulfillment channel by maintaining accurate solicitations,
welcome packages, and terms and conditions sent to customers
. Maintained the inventory of fulfillment materials
. Developed new cost tracking/ inventory system, worked on cost
reduction and simplification strategies
Quality Assurance Representative
. Monitored the incoming calls of new accounts representatives for
quality purposes
. Provided feedback and up-training to representatives to improve call
quality and enhance the customer's experience
. Organized and conducted presentations and training classes for the new
accounts department to promote call quality awareness
. Completed daily, weekly, and monthly productivity reports for all
levels of management
. Contributed to the creation and implementation of the new accounts
call model, call quality guidelines and monitoring guidelines
Customer Service Representative
. Answered incoming calls from potential customers in a high volume call
center
. Performed maintenance on new accounts
. Assisted customer service representatives in handling problematic
calls in the absence of managers
. Provided classroom and on the job training to new hires
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