Customer Service Representative

Drena S. Smith

QUALIFICATIONS

> Communicates well with business professionals, easily establishing

rapport and gaining client confidence

> Superior analytical and problem solving skills

> Reputation for reliability, dependability, and credibility

> Motivated and results driven

> Computer skills-MS Office 03' (Excel, Word, and Powerpoint)

SUMMARY OF SUPERIOR QUALIFICATIONS

> Flextronics/ RTS - Union, New Jersey

November 2005 - Present

Retail Service Technician/ Customer Service Representative

V Experience managing groups of personnel in a project

environment, evaluating performance and providing performance

feedback

V Performed analytical review of current business processes in

order to advise IT Professionals as to what was needed to

improve client services

V Responsible for training new hires as well as educating other

team members on account trends and best demonstrated practices

V Effectively and efficiently gathered, understood, and clearly

articulated both customer and internal requirements

V Assisted with strategic development and implementation of direct

initiatives and served as internal client liaison

V Effectively cross-sell other products based on each individual

customers needs, all while consistently motivating peers through

initialized efforts and achieving team and company goals

> Macys East- Shorthills, NJ

Customer Service Representative

September 2001-September 2003

V Respond to telephone inquiries in accordance to defined

standards outlined by the department

V Issued monetary adjustments based on individual client analysis

and account recognition skills

V Provided manger coverage and educational support throughout

entire department while also serving as frequent interface with

new hire clients during there transition from new hire candidate

to customer service/sale representative

V Organized events to improve the department's productivity and

morale by over 15%

V Compiled illustrations of case trends to consistently educate

seasoned team members and coworkers

EDUCATION

Jan Essex County College Essex County College

2007-Jan2008 (still attending) Newark, NJ

High School Diploma West Side High School

June 2001 Newark, NJ

PO Box 22909 (Newark, New Jersey 07102 862-***-****(*****.*****@*****.***

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references provided upon request.

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