Customer Service Representative

Introduction

Professional and experienced customer service agent seeking

employment in a new and challenging position that will take full

advantage of my phone skills, attention to detail and service-oriented

attitude.

Experience

CPP North America - Member Services Representative, Tier II

July 2008 - December 2009 - St. Louis Park, MN

- Took inbound calls for several different departments ranging

from general billing questions to in-depth identity theft

assistance.

- Assisted members with rewards programs, travel planning,

online credit monitoring, warranty assistance, website

navigation and explanation of membership terms and benefits.

- Responsible for accurate record keeping, information updates

and data entry.

- Received a promotion, pay raise and Employee of the Month

award after only three months of employment.

- Maintained over 150% of expected membership retention and

exceeded every quality expectation.

- Received numerous commendations by upper management for

superior service, excellent call quality and high customer

satisfaction ratings.

- Was a new hire mentor and training assistant.

H&R Block - Seasonal Customer Service Representative

December 2007 - March 2008 - Kansas City, MO

- Took inbound calls for 11 different departments regarding tax

preparation scheduling, bank and debit card issues, tax record

location, and complaints and problem resolution.

- Resolved any and all problems regarding tax returns, debit

card purchases and online tax preparation issues.

- Worked well under the pressure of taking over 100 calls per

day and tackled a full range of customer service requests.

- Consistently exceeded every productivity and quality

requirement.

- Maintained a top 10 position in customer satisfaction for the

entire company.

Alliance Data Systems - Autodial Collections Associate, Tier II

October 2006 - August 2007 - Lenexa, KS

- Made outbound calls to past due private label credit card

holders and resolved delinquent accounts.

- Communicated with customers that were 1 to 6 months behind in

payments to make a mutually beneficial payment

arrangement.

- Negotiated with critically delinquent customers to resolve

debt and avoid charge offs.

- Attained over 200% of expected payment arrangements for my

department.

Field House Marketing Research - Phone Associate

March 2006 - October 2006 - Overland Park, KS

- Made outbound market research calls to potential survey

participants across the country on behalf of several major

organizations.

- Recruited local residents for product testing and focus group

studies for several national companies.

- Consistently exceeded daily, weekly and monthly quotas for

recruiting participants, both in phone surveys and in person

testing.

Education

University of Missouri Kansas City - Kansas City, MO - 2005 -

2007

- Studied elementary education and child development.

- Received a full ride scholarship from the Institute for Urban

Education.

References

Available upon request.

Contact this candidate