Customer Service Representative

Fawn Wilson

*** *. ******** **. *** #**, Ottawa, KS 66067

Home: 785-***-**** Cell: 785-***-**** Email: ****.*******@*********.***

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Objective: To obtain a position as a Customer Service Representative.

Three years of Retail Management experience.

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Over 8 years of call center experience from a variety of industries.

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Demonstrated Strong Leadership and Communication Skills

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On the Job Management and Leadership Experience

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Technical Skills

Microsoft Office, Windows 2000, Windows XP, LAN, HTML, Excel, PowerPoint, Access

Professional Experience

08/09-Present National American University

Student

Currently attending graduate school full-time; working towards my Masters in

Management/Healthcare Management.

01/08-08/09 Encore Receivables Management/ 400 N Rogers Rd, Olathe, KS

Account Manager/Collector/Customer Service Representative

Worked with the management team to process inbound/outbound calls for accounts that are

sixty days past due. Implemented procedures for resolution of any problems the customer’s

were experiencing. Analyzed account history and updated records. Worked with other

employees training and supervising them when requested by management. Have been named

one of the top “20” producers by the management team.

04/06-12/07 JMA-IT/ Sprint/Nextel 10551 Barkley Street Suite 400, Lenexa, KS

Network Information Specialist /Customer Service Representative

Troubleshooting, analyzing and resolving issues with customer’s accounts. Maintained and

followed up on all accounts with customers and within the company structure. Worked

independently to complete work assignments and managed audit process. Completed special

assignments when requested by supervisor. Received awards for appreciation of outstanding

work and for volunteering for special projects.

07/04-04/06 Ferrellgas 103 S. Main, Ottawa, KS 66067

Trainer/Customer Service Representative

Promoted to Instructor. Successfully trained over 75 people. Implemented training program

and completion of work assignments during training process. Assisted management in

ongoing training of employees in work quality and time management. .Work responsibilities

included completion of calls from propane customers regarding delivery orders, billing

questions, emergency leak issues or other concerns. Worked independently setting up new

customer accounts, processing and applying payments to existing accounts and maintaining

the computer system.

3/02-08/05 Ottawa Family Thrift 216 S. Main, Ottawa, KS

Store Operations-Retail Manager

Challenged to set up operations for a small furniture store and to expand it to a larger

antique, flea market and furniture business. Was responsible for the day in and day out

operation of a small business. Coordinated all financial aspects with help from an accountant

– cash drawer receipts, accounts payable, accounts receivable and daily reports of store

operations. Responsible for store inventory as well as stocking and pricing of merchandise.

Performed customer relations on a daily basis. Supervised other employees, as well as

volunteers. .

RMA 8205 W 108th Terrace, Overland Park, KS

2/01 to 3/02

Collections/Customer Service Representative

Provided customer service and assistance to bring customers’ accounts current.

Offered tools and solutions for customers to pay debts owed and to teach them how to avoid

coming to collections in the future. Served on the floor occasionally, taking supervisor calls

and assisting new associates with any questions they had regarding their work assignments.

5/00 to 2/01 Quality Service Management 1601 E. 23 Rd, Lawrence, KS

Inbound/Outbound Customer Service Representative/Team Lead

Received outbound calls in call center environment. Was responsible for taking orders,

answering questions, troubleshooting, completing paperwork Promoted to supervisory

responsibility as a lead: trained other representatives on systems, follow-ups and evaluation

of co-workers.

Education

2009-Present National American University

Working towards my Master’s in Management, Completion date:

December, 2010

2007-2009 Mid-America Nazarene University

Bachelor’s Degree in Business Management and

Human Relations, April, 2009

1995-1999 Neosho County Community College, Ottawa, KS

Attended full-time and part-time over a number of years. Graduated with

an A.A. degree Computer Science in May, 1999.

Contact this candidate