Customer Service Representative
Resume:
SUSAN LEWIS
Upton, KY *****
Objective: A challenging position in a company’s office.
Customer Service Experience:
**/**** *************** *** ********, OH
to 05/2009 Customer Service Representative/Supervisor
Trained cell phone customers in hardware use on phone calls and
LNP customers in porting rules and regulations for transfers of their
numbers from one company to another as well as worked on another
project with phones, video and broadband.
Trained customer service agents regarding FCC regulations, forms,
troubleshooting, and quality customer service skills.
Initiated and led training of Porting Administrative Team (PAT)
members in all aspects of porting and in supervisor skills.
Set-up and maintained tracking systems for numbers that were
porting to insure quality customer service and for being done in a
timely manner as well as other tracking systems for team metrics.
Worked with the client in changes to process, communicating with
the client on all aspects and assuring the client of it being
accomplished by regulations set down by FCC and themselves.
Responsible for dealing with email and phone escalations from
customers and the client for problems in different processes.
Supervised a team of 10-25 people as well as the PAT team.
Maintained good customer service statistics for my team.
Developed, trained and supervised agents in increasing their skills.
Met or acceded goals for job performance set by Teleperformance
and by the client even when call volume exceeded 300%.
Evaluated, corrected, and helped to implement training standards for
new agents to create a more knowledgeable customer service agent
and a smoother transition for those agents from other departments.
Continuously evaluates the process for meeting client demands and
FCC regulations and implementing corrective procedures where
necessary including up training for agents as needed.
Assisted in training new supervisors on duties of the department
pertaining to client and Teleperformance needs and helping to
develop ways of handling problems with customer service agents.
Handled customer escalations of problems that calmed the
customer, solved the problem, and assured a good customer service
experience.
Demonstrated excellent verbal and written communication skills.
2001 Buckeye Management Company Columbus, OH
to 2006 Manager
Managed and coordinated daily activities of the property.
Directed staffing, training and performance evaluations in order to
develop and control property programs.
Established a successful record of accuracy in tenant records.
Assisted subordinates and supervisors in identifying and resolving
problems.
Consistently met or exceeded goals in collecting rent, tenant
relations and record accuracy.
Identified problems, diagnosed causes and determined corrective
actions.
Maintained leasing and maintenance records and produced reports
for the company and HUD (Housing and Urban Development).
Provided personalized service to the tenants.
Analyzed and controlled expenditures of property in order to conform
to budgetary requirements.
Assisted other departments within establishment to prepare manuals
and technical publications.
Responded to written and telephone requests for maintenance
needs and tenant complaints.
Responsible for the day to day running of all aspects of the property
including maintenance, rent collect, tenant relations, leasing and
HUD paperwork for rent assistance.
Education:
1988 Hazelwood West Jr./Sr. High Hazelwood, MO
High School
References: Available upon request
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