Customer Service High School

Halisha L Royal

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

Address:

City: Coatesville

State: PA

Zip: 19320

Country: USA

Phone: 610-***-****

Skill Level: Any

Salary Range:

Primary Skills/Experience:

Highly enthusiastic customer service professional with 19 years experience working in a demanding retail and office environment. Excellent communicator with 6 years experience working in a demanding call center environment.

Educational Background:

High School Dipolma from Coatesville Area Senior High, Coatesville PA 1/2001 to 6/1993 (General Studies)

High School Dipolma from Cat-Brandywine, Coatesville PA 1/2001 to 9/2012

High School Dipolma from Immaculata University, Coatesville PA 1/2001 to 9/2012

High School Dipolma from, Coatesville PA 1/2001 to 9/2012

Job History / Details:

Career Overview

Highly enthusiastic customer service professional with 19 years experience working in a demanding retail and office environment. Excellent communicator with 6 years experience working in a demanding call center environment.

Core Strengths

Inventory control

Telecommunication skills

Seasoned in conflict resolution

Adaptability

Creative problem solver

Excellent communication skills

Employee coaching

Policy/program development

Cross-functional team management

Adherence to high customer service standards

Customer service expert

POS systems expert

Shipping and receiving professional

Opening/closing procedures

High customer service standards

Skilled in call center operations

Training and development

Benefits administration

Employee benefits

Hiring and retention

Accomplishments

Customer Assistance

Worked with company systems such as Live Support and diligently completed all assigned tasks, working overtime as needed.

Customer Service

Researched, calmed and rapidly resolved client conflicts to prevent loss of key accounts.

Database Maintenance

Assisted in the managing of the company database and verified, edited and modified members' information.

Cross-trained 10 new call center representatives.

Consistently commended by superiors for resolving volatile customer situations quickly and courteously.

Capably managed a large volume call center with more than 60 employees.

Staffing

Worked directly with Human Resources to streamline hiring and onboarding process.

Leadership

Served as key contributing member to Leadership team.

Supervision

Supervised sales team to monitor sales activity and goal achievement.

Work Experience

January 2012 to September 2012

FTS USA King of Prussia, PA

Dispatcher

Schedule and dispatch Comcast workers, keep records, logs, and schedules of calls received and made.

Monitor vehicles and control the actions of technicians.

Keep in contact with customers so they are aware of the arrival of technicians or delays if any.

Maintain information on each call and then prepare a detailed report on all activities occurring during shift.

November 2011 to January 2012

Officeteam Wayne, PA

Customer Care Rep

Interact with customers to provide information in response to inquiries, communicate with customers through a variety of means by telephone, e-mail, fax, and regular mail.

Offering possible solutions to resolving customer's problem.

Data entry for all customer contact information and all information pertaining to the resolution of the issue.

December 2010 to November 2011

Intercontinental Hotel Group Inc Malvern, PA

Night Auditor

Night auditor having one year experience, providing proficient and hospitable service at the front desk.

Efficient check out and check in service.

Managing the audit process using the Opera Management system.

Utilizing PeopleSoft financials for accounting procedures

Strong ability to gather accurate information and resolve problems.

Ability to respond to the questions regarding hotel policy and procedure.

Able to maintain professional environment under stress.

Strong accounting abilities.

February 2009 to 2011

Coatesville, PA

Customer Service Rep

Customer service and communication skills to help take and track orders.

Assist customers with problems and concerns, Contacting customers to alert them of errors that have occurred to their orders, and work on custom projects.

Answer emails sent to general customer service in box.

Assist in Showroom as needed.

Answer incoming calls, making outbound calls concerning orders and problems that have occurred with an order, preparing proposals, preparing invoices and keeping track of new orders.

Training of new employees, and tracking inventory to make sure that customer orders are filled.

October 2007 to January 2009

Verizon Teleproducts West Chester, PA

Office Manager

Organize training of new and current staff.

Ensure security and confidentiality of all data.

Ensure all filing systems are updated and maintained.

Allocate resources to ensure tasks are completed in a timely manner. Implement policy changes to improve operational efficiency.

Ensure that all policies and procedures are adhered to.

Monitor and maintain office inventory and approve all office acquisitions.

Evaluate and manage staff performance.

June 2003 to July 2007

PRC Inc Mckeesport, PA

Call Center Floor Supervisor

Wide experience in call center supervision.

Strong experience in telephony system technology.

Possess excellent coaching, motivational and leadership skills.

Extensive interviewing and hiring experience.

Maintained a consultative coaching style.

Set up performance goals to meet sales target, efficiency levels and quality assurance standards.

Driving the development of high performance and superior customer service.

Maintaining talk/wrap time, service, data for both customer and client satisfaction levels.

Developing/training, coaching, motivating, retaining and evaluating qualified staff.

January 1990 to March 2003

Philadelphia Pike Grocer Wilmington, DE

Assistant Manager

Managed store operations including revenue, inventory control, and loss prevention, assisted store manager in daily operations

Prepared weekly schedules.

Prepared daily work assignments for the store workers and monitored status and quality of work

Prepared detailed reports of the daily business and assisted the manager in preparing higher reports.

Encouraging and motivating subordinates with various techniques.

Maintaining a customer oriented work environment throughout the store.

Educational Background

93 Coatesville Area Senior High Coatesville, PA

High School Diploma General Studies

94 Cat-Brandywine Coatesville, PA

Professional Certificate Nursing Assistant

2016 Immaculata University Immaculata, PA

Bachelor of Arts Health Care Management/HR Management

Projected graduation year 2016

Will obtain a BA in Health Care Management with a minor in HR Management

Contact this candidate