Customer Service Manager

Travis L. Koziol Phone: 540-***-****

*** ***** ***** ~ Stafford, VA 22554 Email: ************@*****.***

Proven Customer Service Manager

Personable, detail-oriented, and highly organized customer service leader

with professional experience in U.S. and abroad. Demonstrated ability to

motivate diverse multicultural customer service teams to overachieve

previous benchmarks. Excellent written and verbal communication skills

including reporting and presentation. Experience developing online

systems, spreadsheets, and statistical analyses (while working my way

through college). Conversational Spanish.

Professional Experience

IKEA, Woodbridge, Virginia May 2010 - Present

Sales Associate

. Provide thorough, first-class customer service in high-volume,

international retail environment.

. Ensure customers are afforded quick and knowledgeable answers to

product queries.

. Working cross-departmentally to guarantee sales goals are met.

. Independently prepare shop floor for next-day's arrival of

merchandise.

TELEPERFORMANCE, Northern Ireland, United Kingdom September 2008 -

December 2009

Customer Service Team Leader Program, 2009

Customer Service Advisor, 2008 - 2009

. Promoted within months of hire to management training program in high-

volume retail customer service Call Center.

. Managed and motivated team of 15 customer service professionals.

. Handpicked for new initiatives in industry expansion, teamed with

senior operations manager on systems testing, troubleshooting, and

training.

. Achieved 100% of personal goals and motivated team to meet 99% of team

performance goals.

. Managed statistical analysis and performance reporting (call quality,

call metrics, compensation).

HARRAH'S ENTERTAINMENT, Reno, Nevada April 2006 - August 2008

Concierge

. Worked full-time through college providing exceptional customer

service in fast-paced hospitality environment with volatile, high-

demand client base.

. Selected to train new employees to ensure continuity of excellent

service level and improve processes / internal workings of department.

. Played key role in establishing team player attitude across

department.

Education

UNIVERSITY OF NEVADA, Reno, NV, 2008

Bachelor of Science (BS) - Finance ~ Minor: Economics

Awards & Honors: Dean's List of Scholars ~ 3.77 Major GPA ~ Student

Advocacy Program ~ On-Trac Program Founder

Areas of Focus: Financial Analysis, Financial Modeling, Statistical

Analysis, Statistical Modeling

BRITISH UNIVERSITIES NORTH AMERICA CLUB (BUNAC) 2008 - 2010

International Scholar / Cultural Immersion Program

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