Customer Service Manager
Resume:
Elizabeth J. Warner
Hampton, Virginia 23666
ablope@r.postjobfree.com
Objective: I am aspired to obtain an ideal position as a Benefits Enrollment Representative
where I can expand to new horizons and my commitment to excellence will get utilized and
advanced. I want to put all of my effort in enhancing the productivity of the organization and
delivering promising work.
Skills:
• Exceptional interpersonal skills
• Strong analytical and organizational skills
• Superior phone etiquette
• Proficient in all MS office programs
• Type 46 wpm
• Excellent communication and written skills
Education:
Tidewater Community College- 300 Granby Street Norfolk, Virginia 23510
Old Dominion University- 108 Alfred B. Rollins Jr. Hall Norfolk, Virginia 23529
Hampton High School- 1491 W Queens St., Hampton, Virginia 23669
Job History:
June 2010- Present Virginia Department of Motor Vehicles- 8109 Roanoke Avenue Hampton,
Virginia
Job Title: Customer Service Representative
Job Description:
• Explain policies and procedures to customers regarding the administration of motor
vehicle and tax-related laws.
• Deliver excellent customer service solutions in a friendly and knowledgeable manner.
• Toggle through several computer screens to obtain pertinent information while accurately
entering information to complete customer’s transaction.
• Assist customers regarding registration, handicap placards, vehicle/driving transcripts,
trip permits, transferring or surrendering plates, address changes, and general information
transactions in a timely manner.
• Pay strong attention to detail by examining documents for completeness and verifying
information such as dates, transaction types, and/or vehicle information is accurate and
legible.
• Keep all documents and applications organized in folder to be turned in at the end of shift
with the day’s work.
• Verify decal inventory at the beginning and end of shift.
• Balance currency, coin, credit card and checks in cash drawers at ends of shifts, and
calculate daily transactions using computers, calculators, or adding machines.
• Work as a team player to provide a work productive and friendly environment for our
customers.
• Provide PEAK performance to everyone, every time.
July 2009- June 2010 Hampton City Employees Credit Union- 22 Lincoln Street Hampton,
Virginia
Job Title: Teller
Job Description:
• Support office by using automated equipment such as facsimile machines, personal or
networked computers and printers, copy equipment, voice messaging and electronic mail
systems, and telephone equipment.
• Receive and distribute incoming and outgoing mail. Open, sort, and route mail. Assist
with bulk mailings.
• Screen and direct telephone calls to the appropriate department.
• Review loan and credit card applications for accuracy and completeness before submitted
to management.
• Use organizational skills to handle bookkeeping, prepare reports and spreadsheets to be
submitted to management before given deadline.
• Balance currency, coin, and checks in cash drawers at ends of shifts, and calculate daily
transactions using computers, calculators, or adding machines.
• Examine checks for endorsements and to verify other information such as dates, bank
names, identification of the persons receiving payments and the legality of the
documents.
• Perform clerical tasks such as typing, filing, and microfilm photography.
• Compose, type, and mail customer statements and other correspondence related to issues
such as discrepancies and outstanding unpaid items.
• Gather material, obtain documents and background information for reports and other
purposes in accordance with specific instructions. Ensure confidentiality of information.
February 2008- June 2009 Sprint- 400 Butler Farm Road Hampton, Virginia
Job Title: Account Services Representative
Job Description:
• Use problem solving skills to identify the root of the customer’s problem and provide a
long term resolution.
• Profitably save and retain customers requesting to disconnect service.
• Proactively reach out to customer after reviewing their account to make sure they have
the best services and features available to them.
• Use time management skills to effectively assist every customer in a timely manner.
• Provide superior customer service to Sprint customers from throughout the U.S. who are
requesting to terminate their service.
• Ensures that all inquiries regarding phone orders, deliveries, services and pickups are
handled in an accurate and timely manner.
• Process customer’s payments towards Sprint bill using a credit card, check card, or check.
• Take ownership of all customer issues.
July 2006- February 2008 Bank of America- 2 Commercial Place Norfolk, Virginia
Job Title: Customer Satisfaction Representative
Job Description:
• Handle complex escalated customer calls in order to resolve in the most satisfactory
manner for all parties concerned.
• Ensures that all inquiries regarding the delivery of their credit card are handled in an
accurate and timely manner.
• Respond to faxes and emails.
• Assist customers with questions or issues regarding their accounts received via phone
and/or correspondence.
• Use computerized system for tracking, information gathering, and/or troubleshooting
May 2005- August 2005 NCO Financial Services- 521 Butler Farm Rd Hampton, Virginia
Job Title: Debt Collector
Job Description:
• Communicate with debtors by telephone and approved written correspondence to
attempt to bring resolution to unpaid accounts.
• Provide thorough, efficient, and accurate account updates on computer files for each
call made or received.
• Master knowledge, understanding, and compliance with all applicable Federal, State,
and Local laws and regulations that regulate the collection industry.
• Demonstrate effective skip tracing techniques by locating debtor contact information.
June 2002- June 2003 Deb Shops- Coliseum Mall Hampton, Virginia
Job Title: Sales Associate
Job Description:
• Provide a friendly environment, which includes greeting and acknowledging every
customer, maintaining solid product knowledge and all other aspects of customer
service.
• Assist in completing price changes within the department.
• Communicate customer requests to management.
Typing Test Results:
46
233 chars
in 1:00 min.
Accuracy 100%
0 errors
deducted
46
How does my speed compare?
Your adjusted speed of 46 WPM was
28% above the average 36 WPM.
Restart test
Share your results
Excellent typing speed!
See how much time you save
Compared to the average typist...
Average*
36
Your speed
46
*Average typing speed based
on a survey of 15,000 test takers
Verbal Test Results:
. What is one service NOT included in the special price at the beauty salon?
A. a hair wash
B. a manicure, or nail trim
C. a massage
2. What does the customer do for a living?
A. He's an attorney.
B. He works in the health care industry.
C. He's employed as a town planner.
3. What is one problem that happens to the customer?
A. The beautician gets shampoo in his eyes.
B. The beautician accidently cuts the man's ear.
C. The treatment causes the man's hair to fall out.
4. The customer went to this beauty salon to improve his appearance for:
A. a business convention in town
B. a social event with clients
C. an interview for new employment
5. Why can't the customer complain directly to the manager?
A. The manager is dealing with another customer.
B. The manager is taking time off from work.
C. The manager is out to lunch.
Score =
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