Customer Service Sales
Resume:
MARETTA A. FAILS
***** ********** **. • • ablpbk@r.postjobfree.com •
Detroit, Michigan 48219 313-***-****
QUALIFICATIONS SUMMARY
Highly dedicated and personable Legal Assistant Student with excellent academic achievement in
legal research, Criminal law, legal memorandums, legal technology, psychology and legal ethics.
Talent for interviewing client and interpreting law firm needs to present appropriate legal services
offerings.
Demonstrated ability to gain customer trust and provide exceptional follow-up, leading to
increased repeat and referral business.
Track record of assisting clients and reporting procedures used to gain constant client
approval in acceptance of terms and improve customer-satisfaction ratings.
Expertise in resolving escalated issues.
Areas of study include Criminal Law, Civil Litigation, Psychology, Legal Research and
Writing.
Proficient with Microsoft Office System (including Microsoft Word, Microsoft Excel,
Microsoft PowerPoint®, Microsoft Access, and Microsoft Outlook®), Lexis Nexis and
Smart Draw Legal Edition 2009.
EDUCATION
Major: Associate of Applied Science 2009 - Present
Kaplan University Ft. Lauderdale, Florida
Emphasis: Paralegal Studies 50 credits completed
PROFESSIONAL EXPERIENCE
MILLENNIUM TRAVEL AGENCY – Detroit, MI
2007 to 2009
Customer Care Associate/Travel Agent
Serve as Customer Care Associate for a competent travel agency with flights, vacation
packages, car rentals and cruise booking accommodations.
Collaborate with clients and management to create strategic plans to enhance customer satisfaction.
Provide clients with tools to maintain and increase service levels both online and physical. Work
closely with other departments to promote sales contests, clarify information, and distribute reports.
Gather, analyze, and report daily/weekly/monthly sales and service statistics.
Contributed to increasing Miles membership by 10% by assisting in execution of aggressive
•
sales plans.
• Instrumental in improving customer-satisfaction ratings through suggestion, development, and
implementation of new reporting procedures.
• Increased employee knowledge by assisting with development and implementation of
product-awareness program.
• Received outstanding positive comments from team members on client reviews, as well as
exceptional feedback from senior management.
…Continued…
MARETTA A. FAILS
Page 2 of 2
Professional Experience Continued
BANCTEL - Clawson, Michigan
2006 to 2007
Customer Service Representative
Respond to clients looking for quotes on refinancing their homes. Process client transfers to loan
officers, answered questions, responded to concerns, and alleviated delicate situations with
professionalism and sensitivity. I also assisted Training Manager in creating and updating training
materials.
Selected to coach and mentor new customer service representatives for opening of new call
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center.
Achieved perfect score on all phone monitors throughout tenure.
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Received Customer Service Award for outstanding track record of positive customer
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feedback.
HONORS AND ACTIVITIES
Past and presently on the President Award Honor Roll for maintaining a
•
4.0 throughout school enrollment at Kaplan University
Received the Book Award from Judge James Kent, which serves on the Michigan Appellate
•
Court. The award was received for displaying excellent work during my Legal Research
course at Kaplan University.
Currently a member of International Collegiate Honor Society.
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NOTES AND OTHER INFORMATION
I am currently a student at Kaplan University majoring in Paralegal Studies. My skill set allows me
to work efficiently with clients as well as being team player with employees. I am a goal oriented
and detailed individual that works well under pressure. Being a very fast learner of the unfamiliar
is also an asset in my possession. Relocation is an option in which I am open to. Working in a fast
paced environment with opportunities for advancement is an ideal work environment.
-REFERENCES AVAILABLE UPON REQUEST-
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