Customer Service Manager

KELLY LANNERT

**** * ******

Chicago Illinois ***18

773-***-**** ************@*********.***

To secure a position that will advance my skills in customer service through bartending and challenge me to grow professionally.

WORK EXPERIENCE

NEXTGEN SERVICES

Hoffman Estates, Illinois

Quality Analyst – AT&T Consumer Services

3/05 – 9/06 (Contract Position)

1. Responsible for monitoring and evaluating service rep customer interaction

2. Consistently exceeded productivity and accuracy measurements

3. Assisted in special studies to identify areas of opportunity with respect to revenue gains and customer experience

4. Tracked conformance to regulatory disclosures

5. Compiled and maintained training documents for new contract hires

JIFFY LUBE

Chicago, Illinois

Customer Service Advisor

11/02 – 4/05

1. Responsible for end to end customer service including but not limited to gaining customer information, providing explanation of services, and ensuring customer satisfaction

2. Act as team leader to ensure all work is completed accurately and efficiently

3. Successfully perform analysis to position recommendations and close sales for products and services

4. Demonstrate flexibility by readily stepping up and filling in at any and all positions to ensure store runs efficiently

5. Assist manager in store closing, cash reconciliation, and reporting daily results

6. Responsible for bank deposits

EDUCATION

Professional Bartending School

Chicago, IL

BASSET certification

North Park University

117 credit hours completed

St. Benedict’s High School

Graduated May 2003

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