customer service representative

Michael Coley

Email: ********@************.***

Address:

City: Rochester

State: NY

Zip: 14611

Country: USA

Phone: 585-***-****

Skill Level: Any

Salary Range:

Primary Skills/Experience:

Goal-oriented and customer focused customer service representative with three years experience in call center environment seeking Customer Support position within a business that has plans for growth. With the experience learned from participating in multiple divisions within Sutherland Global Services, I feel that I can be an asset to a growing business.

Educational Background:

High School Dipolma from Rochester Educational Opportunities Center (REOC), Rochester NY 1/2001 to 7/2010 (General Education Diploma)

High School Dipolma from John Marshall High School, Rochester NY 1/2001 to 10/2012

Job History / Details:

Summary

Goal-oriented and customer focused customer service representative with three years experience in call center environment seeking Customer Support position within a business that has plans for growth. With the experience learned from participating in multiple divisions within Sutherland Global Services, I feel that I can be an asset to a growing business.

Experience

July 2012 to Current

Sutherland Global Services Rochester, NY

Customer Service Representative - CashStar

Handle above average number of issues per week and consistently meet performance benchmarks in all areas (speed, accuracy, resolution).

Always striving to become the lead "go-to" person for new reps and particularly challenging calls as one of the company's primary mentors of both new and established employees.

Possess great customer service ratings (as determined by customer surveys) -- earned over 85 percentage in all categories including communication skills, listening skills, problem resolution and politeness.

Also, earned an average of 95 percentage on internal audit scores.

Commended for initiative, enthusiasm, tenacity, persuasiveness, intense customer focus and dependability in performance evaluations.

Completed multiple customer service training classes, provided by Sutherland Global Services, to learn ways to enhance customer satisfaction and improve productivity.

April 2012 to August 2012

Sutherland Global Services Rochester, NY

Technical Support Representative - Activision

Satisfy irate callers, locate resources for problem resolution and design best-option solutions.

Interface daily with management in regards to additional projects and opportunities for advancement.

Collected customer feedback and made process changes to exceed customer satisfaction goals.

Addressed and resolved customer product complaints empathetically and professionally.

Provided accurate and appropriate information in response to customer inquiries.

December 2011 to April 2012

Sutherland Global Services Rochester, NY

Sales Representative - AT&T Mobility

Expressed excellent empathy and understanding with customer even when not regarding to sale.

Performed floor support for fellow co-workers.

Completed WCCE (World Class Customer Experience) Training.

Worked to resolve billing issues by adjusting plans to fit customers' needs.

Gathered and verified all required customer information for tracking purposes.

Defused volatile customer situations calmly and courteously.

Made reasonable procedure exceptions to accommodate unusual customer requests.

Achieved customer satisfaction rating of 9.2 percentage within 2 months, exceeding corporate target.

October 2010 to December 2011

Sutherland Global Service Rochester, NY

Technical Support/Sales Representative - Intuit Websites/Quickbooks

Handled the average number of issues per week and consistently met performance benchmarks in all areas (speed, accuracy, resolution).

Exceeded Revenue Per Day goal by almost $100, achieving a month to date Revenue Per Day of $348.60 against a goal of $250, reflecting 139 percentage to goal.

Averaged 8.2/10 in customer survey scores.

10/2010 - 12/2011 Received Supernova (2010) and Super Star (2011) Awards.

Described product to customers and accurately explained details and care of merchandise.

Answered questions regarding services and products, while maintaining knowledge of current sales and website promotions.

September 2009 to October 2010

City of Rochester Rochester, NY

Rochester Public Library - Arnett Branch

Responsible for filing and shelving books and DVDs.

Gained face to face customer service skills by helping patrons find books, check books in and out, and complete tasks beyond regular responsibilities.

Conducted weekly walkthroughs with the General Manager to discuss all interior visual displays including street-side window presentation.

Assisted customers in person and via telephone.

Education

06/2010 Rochester Educational Opportunities Center (REOC) Rochester, NY

Attained G.E.D General Education Diploma

01/2010 John Marshall High School Rochester, NY

None High School Education

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