Customer Service Sales Representative

Teresa Speare

***** ******** **, *******, ** ****9

Home: 310-***-**** Mobile: 310-***-**** Email: ********@***.***

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Summary: Experienced Customer Service Supervisor with over 10 years of

experience in customer service. A proven reputation for assessing customer

and team member issues, implementing appropriate solutions and increasing

productivity in a fast-pace highly pressured environment. Human Resource

skills include applicant screening, employee orientation, directing and

training others, conflict resolution, presentation skills to promote

corporate initiatives and computer skills such as Microsoft Word, Excel,

and MS Outlook, Typing and 10 key.

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Education

Human Resource Management Certificate

Bachelor of Science, Business Administration

California State University Dominguez Hills, Carson, CA

Professional Experience:

Office Operations Supervisor-Recruiting, U.S. Census Bureau, Inglewood

Oct 09-Jul 10

. Supervised the day to day activities of the office clerks and

recruiter's performing one or more of the following: recruiting,

testing, interviewing, telephone follow up, questionnaire assistance

and soliciting possible testing and training sites.

. Assisted with batching of payroll sheets which included calculating

total hours worked, overtime hours, mileage, expenses and 2nd shift

hours.

. Maintained work flow and ensured quality customer service was being

provided

Self Employed - Marketing and Accounting,

Dec 07 - Oct 09

Provided accounting and marketing services for a newly published author,

Gardena CA

. Secured vendor locations to promote and sale the book and CD.

. Reconciled monthly bank accounts.

. Compiled monthly sales and expense reports.

. Strategized with author to develop ways to increase awareness of the

product.

Parker Stanbury LLP, Los Angeles Apr

06 - Dec 07

Call Center Supervisor

. Supervised a staff of 3 Team Supervisors and 60 Customer Service

Agents who handled telephone interactions with PrePaid legal members.

. Partnered with team supervisors to ensure company objectives were

being met by maintaining teams' peak performance and making sure their

team members provided quality customer service to our members.

. Assisted and held supervisors accountable for handling administrative

action including preparing confidential material for grievances and

other personnel-related meetings.

. Redeveloped and facilitated our Customer Service new hire orientation,

explaining company policies, expectations and benefits.

. Assisted in administering a revised employee evaluation program,

which allowed improvements on identifying problem areas before

final evaluations.

. Interviewed, gave assessments and made recommendations for hiring of

new employees.

. Investigated all harassment claims and completed the state mandated

"Preventing Sexual Harassment" training.

Delta Airlines, Los Angeles

Sep 85 - Oct 05

Reservation Sales Call Center Supervisor

. Supervised teams of up to 49 agents, mentoring, motivating and

enhancing team morale.

. Performed various human resource responsibilities such as reviewing

team's attendance, family medical leaves, on the job injuries,

suspensions, terminations, attending unemployment hearings, etc.

. Monitored and assessed quality of employee performance ensuring

excellent customer service was being provided to both our internal and

external customers.

. Generated and analyzed daily team productivity reports.

. Ensured accountability while meeting department expectations.

. Proactive in handling customer complaints and resolving team member

issues.

Reservation Sales Representative

. Sold Delta products by providing excellent customer service to our

elite customers.

. Provided accurate and current information to our customers to assist

them in making an informed buying decision.

. Received several commendation letters from satisfied customers.

Senior Customer Service Agent

. Lead agent in Cabin Service responsible for ensuring clean and well

stocked aircrafts.

. Import/Export agent in Air Cargo, receiving and releasing

International shipments.

. Worked closely with government agencies such as U.S. Customs and the

Dept of Agriculture.

Accounting Clerk - Accounts Receivable

. Reconciled major credit card receipts with daily reports.

References available upon request

Contact this candidate