Customer Service Representative

Susan K. Fleming

**** *. ********** **** #**

Las Vegas, NV 89117

702-***-**** (home)

email: **********@*********.***

JOB OBJECTIVE

Seeking a position in management and or administrative areas that can take

advantage of my interpersonal skills working with the companies customers.

Position should require attention-to-detail and use of my superior

multitasking, organizational and problem solving skills.

EXPERIENCE

May 2007 - Present -- Quality Analyst, Outsource, Credit One Bank, Las

Vegas, NV. This position entails monitoring the outsource companies

throughout the world employed by Credit One Bank to receive incoming

customer service phone calls for compliance with bank policy. Process

online research requests submitted by the various outsource groups to aid

in creating a positive customer experience. I also process escalated

issues from cardholders when they write to the Better Business Bureau, OCC,

and other agencies. These come in the form of Agency Threats, FPO Letters,

and Presidential Cases. I also train new QA's in the procedures of the

department. I work One on One with the customers via phone to resolve any

outstanding issues.

January 2003 - May 2007 -- Team Lead / SSR, First National Bank of Marin /

Credit One Bank, Las Vegas, NV. In this position I coordinated both my

work and that of the team members by multitasking to the extreme. I

developed excellent working relationships with the various departments

within the bank in order to provide superior custom service to our Card

Holders. Using the Supervisor Gate as a training tool I am able to educate

and improve the Representative's understanding of the issues and policies

when questions came up. Many times I handled 100% of the monitoring and

day to day issues for Team 1 thus allowing my Supervisor to use his talents

elsewhere within the bank.

May 2002 - January 2003 -- Customer Service Representative, First National

Bank of Marin / Credit One Bank, Las Vegas, NV. In this position I

received incoming Customer Service calls and maintained an above average

call time while promoting a high level of Customer Satisfaction. This is

evidenced by the numerous Customer Recommendations received in the course

of my duties. I worked directly with the Supervisor in charge of training

and supervised the Newly Hired Employees when they were nearing the end of

their training class. I was chosen to trouble-shoot and debug the new

software (CAS) that was being installed at the bank. I was awarded

Employee of the Month (10/2002) and the Perfect Attendance Record for the

year 2001-2002.

August 2001 - May 2002 -- Account Acquisition, First National Bank of Marin

/ Credit One Bank, Las Vegas, NV. My primary function was to call new Card

Holders and present our product to them in a clear and concise manner. I

was constantly among the leaders in call volume as stated in my performance

review. The average was 1874 per month and I was performing at 2497 per

month. During this time I was selected to learn the new system (FDR) and

then help train the current staff on it's use. I was awarded a certificate

for "Most Moneys Collected" during Welcome Calls. I was chosen to organize

and present the daily AUX sheets for the team.

February 2001 - August 2001 -- Sales Associate, Hallmark, Las Vegas, NV. I

hired in to this position as a Sales Associate and quickly became a back up

store manager. I learned all facets of opening and closing the store and

on many occasions did bank deposits and worked with the home office on

computer problems and solutions.

1989 - 1996 -- Customer Service Manager, Credit Interfaces, Inc., San

Diego, CA. This company provided credit products for Property Management

Companies. I was responsible for a staff of 10 Customer Service

Representatives and established priorities within my department in order to

decrease wait time on the telephones and create a positive Customer

Experience. I interviewed, selected, hired and trained new staff as the

business expanded. I presented new ideas to management and then

implemented any new company procedures. I researched outside vendors for

various office equipment and supplies and in most cases was able to

negotiate better pricing for the company thus reducing operating expenses.

I tracked the vendors to make sure they were following through on promises

and services.

1987 - 1989 - Customer Service Representative, The Robertson Company, San

Diego, CA. In this position I provided Credit Reports for perspective

tenants in the Property Management field. I was responsible for providing

the reports and explaining the contents of the reports to our members.

SPECIAL SKILLS AND ABILITIES

I quickly learn new procedures and I am experienced with a number of

business software applications. I have excellent interpersonal, written,

and oral communication skills. I Accept supervision well, I am able to

supervise others, and I work well as a team member. I like to get things

done and work hard to achieve the desired goals of the company.

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