Customer Service Manager

Summary of qualifications

Highly motivated professional now seeks a new career opportunity. Varied

experiences illustrate the ability to adapt to new challenges. Demonstrates

strong communication and organizational skills. Establishes report with

clients and coworkers by leading by example and exhibiting mutual respect.

Technical proficiency in Microsoft Word, Excel, and Power Point.

experience

2009 - present Verizon Wireless Wallingford, CT

Customer Service Representative

Rehired in good standing from previous employment ending in 2007

Resolve billing and technical issues for inbound callers

Provide first call resolution by addressing all account issues

Plan and execute special projects as needed

Maintain efficiency goals and quality expectations

2009 Kelly Services/Health Net Shelton, CT

Customer Service Representative

Assist inbound customers with interpreting health benefits

Coordinate with medical staff to verify coverage

2008 Meyer Jabara Hotels Danbury, CT

Reservation Specialist

Book hotel reservations and sell appropriate packages through inbound call queue

Maintain a 50% or higher sales conversion rate

Consistently meet and exceed goal of 50 answered calls daily

Meet with management to discuss marketing and process improvement strategies

2003 - 2007 Verizon Wireless Various Locations

Customer Service/Technical Coordinator

Provide point of contact support during supervisor's absence

Delegate projects to peers to expand their skill set and department involvement

Train newly hired employees in technical and data products

Assist inbound VIP and High Value callers with technical and billing issues

Handle and resolve internal calls with second tier technical support for data

and advanced devices

Support the development of others' knowledge and skills, providing timely

feedback and guidance

Use negotiation skills to retain customers and lower company churn

Assist internal and external customers with escalated concerns

Negotiate and problem solve with customers with non-routine issues

Present, plan, and execute special projects as needed

2002 - 2003 Capital Investments/Improvements, Inc. College Park, MD

Account Manager

Resolve customer concerns and set up service calls for defective products

Research programs, and arrange meetings with marketing and advertising companies

Collect funds from account balances

Provide general clerical support for CEO and Director of Operations

2002 Aspen Systems Rockville, MD

Administrative Assistant

Clerical assistance for the Office of Juvenile Justice and Delinquency

Prevention

Research and code government grants for the Violence Against Women Office

Solicit consultants to participate in peer reviews

2000-2001 The Tyree Organization, LTD Brookfield, CT

Receptionist

Direct incoming switchboard calls

Manage and track incoming and outgoing packages

Support Vice President and Human Resource Manager with clerical duties

1998-2000 Borders Group, Inc Danbury, CT

Assistant Manager

Coordinate schedules and payroll for a staff of 25

Motivate and train staff to meet company sales goals

Solicit, organize, and manage presentations and autographing events

Skills

Microsoft Products including: Access, Excel, Outlook, Power Point, Project, Word

Windows OS up to and including 7.0

All Internal Company Specific Software

Proficiency with cellular software including: Android, Blackberry, Palm, and

Windows Mobile

Working knowledge of Quickbooks

Accurately type at 65 WPM

Articulate communicator, both written and oral

Education

1997 - 2000 Western Connecticut State University Danbury, CT

Enrolled in the school of Liberal Arts

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