Customer Service Representative
Resume:
Nicole Brewer-Wright
Akron, OH 44320
(Answering Machine)
abmd78@r.postjobfree.com
Education: Malone College, Canton, Ohio
Bachelor of Arts Degree, Major Business Management (Project),
August 2009
Southern Ohio College-Northeast, Mogadore, Ohio
Associate of Arts Degree, Major Business Management
Experience: Lender Processing Services
Solon, OH
Client Services Assistant Supervisor
11/08 -
03/10
Monitors performance of call center staff and provides feedback
to ensure that call center and customer satisfaction goals are
met. Reviews and analyzes reports regarding call center
performance, including productivity, quality, and adherence
performance; helps identify training needs and workload
requirements with available resources to maximize customer
satisfaction. Ensures competence and continuity of qualified
Customer Service Representatives through effective training,
motivation, coaching, development and recognition of Customer
Service Representatives as needed. Provides guidance to
Customer Service Representatives in the resolution of difficult
customer questions and/or problems. Conducts telephone
monitoring in accordance with company policy to ensure quality
service and customer satisfaction goals. Performs all human
resources transactions for staff including recruitment and
selection, termination, and pay status change recommendations.
Handles escalated customer concerns, maintains composure and
diffuses difficult situations and follows up to ensure positive
resolution. Maintains positive relationships with clients & key
people within the client's organization, Ensure that the client
care team are subject matter experts for their assigned clients,
Travels to client locations to maintain relationships & address
any concerns as well as provide client training. Prepares and
conducts employee performance appraisals and monthly progress
and improvement plans. Ensures that call center operations has
a sufficient level of staffing through efficient scheduling and
adjustment of staff to meet peak service demands. Maintains
excellent attendance records and conducts corrective action when
necessary.
Supervising call center reps to ensure that we provide our
clients with world class customer service.
United Parcel Service
Akron, OH
Warehouse/Revenue Audit Supervisor
11/07 -
11/08
Train, Develop, and Holding Auditors Responsible for
Safety, Production and Attendance. Demonstrating how to Safely
Lift, Lower, and Slide Packages while Unloading Trucks &
Conveyor Belts, Auditing Packages, WMS Scanning Packages,
Correctly Identifying Packages that need to be Audited,
Generating Additional Revenue, Weighing & Measuring Packages,
Shipping & Tracking Packages, Auditing & Testing Auditors,
Performance Reviews, Taking Corrective Action when Necessary,
Generating Reports, Reporting Results, Payroll, Scheduling,
Communicating with Workers & Upper Management, Following UPS &
Union Guidelines.
Supervising union revenue audit employees in a
warehouse environment while ensuring the proper unloading of
trucks and maintaining a safe work environment.
Windstream Communications
Twinsburg, OH
Service Activation Coordinator
08/06 - 03/07
Processing Service Orders, Analyzing/Completing SSI/SAE
Errors,
Analyzing/Clearing
Trouble Tickets, Monitoring the SSI Machines, Programming
Automated Intercept
System
Programming Voicemail, Creating End-Of-Day Reports,
Programming Cams,
CDris,Miror,
WFM, Tarp, & Various Types of Computer/Network Elements,
Communicating with
Call
Center, Assignment, Service Center, Field Technicians &
Customers to ensure
Customer
Satisfaction and to Meet Scheduled Due Dates.
Script programming in order to provide customers with
reliable home phone
service.
Homesite Insurance Company
Akron, OH
Customer Service Representative
05/05 - 08/06
Processing New Policies, Changes, Renewals,
Reinstatements, and Cancellations, Providing Agent Support,
Rating Policies, Calculating Policy Premium, Canceling Policies
Based on Risk Factors, Obtaining Clue & MVR Reports, Customer
Service, Follow Up and Resolve all Customer and Billing Issues,
Issue Documents Required & Requested to Bind New and Renewal
Accounts Throughout the Policy Term, Selling Endorsements.
Coaching reps and providing clarification to customers & agents
of policy coverages.
References available upon request
Contact this candidate