Customer Service Training

Bob Legg

*** ****** ******

High Point, N.C. ****5

Home 336-***-****

Cell 336-***-****

PROFESSIONAL EXPERIENCE

Awanita Valley Christian Retreat Center

****-****

*** *** ***** **** 864-***-****

Marietta, S.C. 29661 Duane Baltz

. Electrical Repairs

. Plumbing Repairs

. Grounds Maintenance

. Kitchen Manager

. Housekeeping

. All around Maintenance

Youth Unlimited, High Point, NC 2006 - 2008

338 Burton Avenue 336-***-****

High Point, N.C. 27262 Cliff Parker

. Provide safe haven for at risk kids in Level 2 & 3 boys home

. Housekeeping

. Provided therapeutic counseling techniques to address behaviors

. Taught living and coping skills

. Served as house parents for new maternity home

. Established start up guidelines and procedures for the maternity home

. Perform all linked activities for home living, school, doctor's visits

NC Mentor, Asheboro, NC

2007 - 2007

. Provided community service support to at-risk children

. Assisted children adjust to family concerns, community expectations, and

school expectations,

. Apply behavioral modification and therapeutic techniques to address

behaviors

. Served as mentor to my assigned clients

Home Depot, High Point, NC 2006 - 2007

2310 North Main St. 336-***-****

High Point, N.C. 27265 Charlene

. Served as cashier while attending school

. Loaded merchandise for customers

M & L Machine Shop, Advance, NC 1995 - 1999

Full time accountant, handling all aspects of accounting

. General ledger

. Accounts Receivable and Accounts Payable

. State and Federal Government tax reporting

. Review and analysis of end of month reporting

. End of year close out and income tax reporting

. Reversing of end of year close- out entries

. Depreciations

. And any other duties assigned by the owner.

AMERICAN EXPRESS, Greensboro, NC 1989 -2005

Team Leader in Credit Operations

Managed teams of 12-14 associates in an inbound/outbound call center

environment

. Coached and developed associates performances, and career paths

. Monitored quality results through telephone monitoring, parallel

sessions, and monthly meetings

. Facilitated bi-monthly team meetings

. Worked closely with our operations desk to manage call inventory

. Worked closely with other departments to improve communications with each

other and help improve customer satisfaction

. Successfully assisted twelve employees to advance in their careers

. Assisted our main office in New York with special projects of

implementing and servicing new strategies to reduce financial risk for

our company, was rewarded extra monetary compensation for the successful

ventures

. Successfully worked with Risk Management to build a computer interface

that would compliment our present program, completing testing actions,

running screen prints to see action results, and study the impacts on the

rest of the systems

. Served as an active department security administrator for the Credit

Department to issue user ID's for all associates

On the Job Training Lead Coach

. Successfully served and the lead instructor implementing an OJT training

program from July 1994 through December 1995

. Successfully trained twenty-two training classes

. Mentored and guided thirty-nine coaches within the program

. Handled all system and telephone id's for all leaders and associates

. Worked closely with the main training department to establish routines

and procedures for the newly hired associates

. Orchestrated regular meetings with the Operations Training team to

improve communications between the departments, improve classroom-

training materials, and helped new associates adjust to the transition

from classroom training to actual customer contact.

. Successful results reduced training time for new associates

Credit Analyst

. Handled incoming and outgoing calls with customers

. Collected on past due accounts

. Provided customer service to current cardholders to ensure the integrity

of the card product and manage their financial obligations

. Consistently achieved above expectation results. (October 1989 to

December 1995).

Computer Skills

Experienced in the following programs:

. Lotus Notes

. Microsoft Word

. Microsoft Excel

. Microsoft Power Point

. Service Request Program

. Working knowledge of Microsoft Access

. Internet

Education

. Double Bachelor of Science degree in Accounting and Business

Administration from High Point University in the spring of 1996.

. Associates Degree in Human Services with focus on Mental Health from

Guilford Technical Community College in December 2006.

Other Skills

. First Aid

. CPR

. NCI

. Certified Therapeutic Foster Parent

. Medication Administration

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