Customer Service Manager
Resume:
Title:Theresa Bland
*******@****.***
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NAME:,
ADDRESS:
ADDRESS2:
CITY:
STATE: CA
ZIP:
CANDIDATE ID: 2867573
US CITIZENSHIP:
EDUCATION:
EXPERIENCE: 0
WILL RELOCATE: No -
JOB WANTED:
RATE NEEDED:
TELEPHONE: 925-***-****
EMAIL: *******@****.***
HOMEPAGE:
HOTTEST SKILLS: cash, emergency, credit, product, medical, patient, banking, stock,
incoming call, sale, pharmacy, secretary, cics, cisco, database, inventory, presentation,
doctor, health, nurse
REVISION: 08-SEP-02
RESUME:
27175
Theresa Henderson-Bland Oakley, CA 94561 925-***-**** *******@****.********** L. Bland
33 Wallin Lane
Oakley, Ca 94561
Hm/Fax
Pager
*******@****.***
***********@*******.***
Job Objective: Customer Service
Professional Summary: My experience in customer service ranges from serving
fast
food to educating customer on building materials, to call center and online
support, to proving emergency care as an EMT and as a Soldier in the U.S.
Army.
My diversity and multiple job skills have provided me with the knowledge and
experience necessary to provide excellent customer service. My belief that I
am
a customer too, helps me to understand the customer and I strive to provide
the
best customer service possible. I am a fast learner, a teacher, and very
motivated to advance. Being the best is what I desire, and what I work hard
for.
Employment History:
Military.Com, San Francisco, CA
4/2000
- 5/2000eCare Specialist/ Back Up Customer Care Manager
: As an eCare Specialist, My
responsibilies included but were not limited to being the Liaison to an
outsourced customer support group that provides customers support to our
members
based on guidelines provided by myself. Reviewed and audited all email
responses that our sent to the members and compile reports of the emails that
members send to us. I wrote and compiled responses into a database to enable
better and more expedient answers to our customers. Other duties included
site
testing, designing and implementing changes to web pages, writing and editing
FAQ's.
Wells Fargo Bank, Concord, CA
5/1994
- 4/2000
Online Customer Service: As a first level agent, I provide customer service
and
first level technical support to all bank customers who bank online. My job
duties include enrolling customers for Online Banking and Bill Pay service, as
wells as setting them up for Quicken and MS Money Bank Online and Pay online
services. Sales of new products and services is part of my job also. I
provide general account information as well as technical support. Assisting
customers with technical issues from downloading account information,
navigating
through our web site, upgrading there browsers and AOL software, clearing
their
cache for easier navigation, and setting up accounts through their personal
banking software. I provide full banking customer service on all accounts and
direct them to other departments when necessary. I own responsibility for all
incoming calls that I receive to the best of my ability, and escalate calls as
necessary. I am also responsible for doing special projects, training other
co-workers, and proving customer service via email. My excellent customer
service skills and commitment to providing outstanding customers service has
earned me nominations for employee of the month and a bonus for initiating an
idea to be used to provide better customers service. Most importantly it has
earned me many customer compliments. I am very good at dealing with irate
customers and have on most occasions kept them form having to address a
supervisor. My primary resources are the INTERNET AND INTRANET. I also work
with the following programs: CIV, WEBS, AMS, HOGAN, VANTIVE OFS HELP DESK,
CHECKFREE, ALLTEL, CICSN, ACROBAT, MS OFFICE, MS MONEY, WINDOWS NT, MS
OUTLOOK,
NETSCAPE, INTERNET EXPLORER, QUICKEN, TELEVIEW, REPARTEE and MS WINDOWS NT,
POWER POINT AND EXCEL.99% of work performed on PC. 100% Incoming calls.
24-hour call center environment.
Credit Card Customer Service: Provided customer service for Credit Card and
Line
of Credit accounts. Duties included account maintenance, product sales and
servicing, fraud prevention, and proving general information on accounts.
Assisting irate customers and proving training to co-workers who are less
experienced. 99% of work performed on PC. 100% Incoming calls. 24-hour call
center environment.
U.S. Army-Reserve-National Guard - California, Texas, and Louisiana
7/1992
- Present
Fort Hood Army Post Killeen, TX: Here I was Squad leader. I was responsible
for
supervising and training my subordinates and co-workers. I was responsible
for
organizing, training and coordinating missions. I was certified in Emergency
Medical Care are and evacuation.
Fort Sam Houston Army Post, San Antonio, TX: Assisted Head nurse and doctors
in
administering medical care. Filed patient's records. Trained and
supervised subordinates and co-workers. Was primarily a full-time student at
The Academy of Health Sciences.
Fort Polk Army Base, Leesville, LA:
7As a squad Leader I was responsible for tracking attendance, work
performance, and morale. I was responsible for ensuring that my troops were
informed of current events, meetings, missions and training. I was
responsible
for counseling my subordinate troops on their performance monthly and
additionally if necessary.
7As the Training Non-Commissioned Officer I was responsible for
writing
the training schedule, writing the course materials, and teaching the classes.
7As the Emergency Room Shift Leader, I was responsible for
coordinating
patient care, monitoring patient vitals, supervising staff, performing
administrative duties, and performing all aspects of emergency care within my
scope of practice.
Homebase, Oakland CA
4/1992
-5/1994
7Customer Service Cashier
: As a cashier, I handled large amounts of
cash. I serviced customers both at the checkout and on the floor. I provided
quality customer service and assistance to customers in need of home
improvement
products and services.
7Telephone Operator: Answered and expedited calls to appropriate
departments. Inventoried and ordered stock in the shipping and receiving
department. Tracked lost and damaged merchandise and placed orders for new
stock as necessary to include special order processing. I was an operator by
title, but performed more duties as a shipping and receiving clerk.
Taco Bell, Martinez/San Pablo, CA
1/1991
- 4/1992
7Cashier: Handled cash, serviced customers, prepared food and
maintained
restaurant. Provided service with a smile.
7Assistant Manager Trainee: Moved up to Assistant manager trainee
after
7 months. I was responsible for supervising subordinates. Ensuring that the
quality of service was optimal. Inventoried stock and placed orders. Did
some
accounting and bookkeeping.
VA Hospital, Martinez, CA
1/1991
- 12/1991Pharmacy Assistant/ Medical Secretary
: Assisted head secretary to the Chief
and
Assistant Chief of Pharmacy. Duties included typing, filing, data entry,
transcription, dictation, reception, answering and expediting calls,
scheduling
appointments, coordinating meetings, creating and presenting presentations,
inventory control, research and report writing. Extensive work on PC and
other
office equipment.
Education:
*Note: I have attended many different colleges since I graduated from high
school, but have not yet graduated. I have however earned 64 credit hour. I
just have not gotten my degree.
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