Customer Service High School

Kimberly McClellan

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

Address:

City: Decatur

State: IL

Zip: 62522

Country: USA

Phone: 217-***-****

Skill Level: Any

Salary Range:

Primary Skills/Experience:

Experienced office assistant with outstanding customer service skills. Received awards for customer service in retail setting and over phone. Recognized for working effectively, efficiently and for thinking outside the box to resolve issues. Able to multi-task and perform well under pressure.

Educational Background:

High School Dipolma from Richland Community College, Decatur IL 1/2001 to 6/2007 (Office Technology)

High School Dipolma from, Decatur IL 1/2001 to 11/2012

Job History / Details:

Career Overview

Experienced office assistant with outstanding customer service skills. Received awards for customer service in retail setting and over phone. Recognized for working effectively, efficiently and for thinking outside the box to resolve issues. Able to multi-task and perform well under pressure.

Skill Highlights

Customer service expert

Quick learner

Adaptability

Courteous demeanor

Creative problem solver

Excellent communication skills

Organizational skills

Leadership skills

Microsoft Office i.e. Word, Excel, PowerPoint

Microsoft Outlook

Adobe Acrobat

Typing 50 wpm

10 key 9000 kpm

Multi-task management

Data Entry

Core Accomplishments

Customer Service

- Handled customer effectively by identifying needs, gaining trust, and resolving complex problems with maximize efficiency.

Operations

- Collaborated with Customer Service Reps to ensure smooth work flow and efficient organization of operations.

- Accountable for all daily operations of Collections Department with customer base of approximately 20,000.

Multi-Tasking

-Demonstrated proficiencies in telephone, e-mail, fax, front desk reception within high volume environment.

Computed Data Reports

-Provided required weekly, monthly, and quarterly reports listing collection figures and client track records.

Professional Experience

September 2010 to April 2012

StarTek Decatur, IL

Customer Care Representative

Answered inbound calls to assist customers and store reps with issues pertaining to cellphone accounts and equipment.

Collected customer feedback, found resolutions to improve customer satisfaction yet maintain profitability for company.

Made reasonable procedure exceptions to accommodate unusual customer requests.

Demonstrated mastery of customer service call scripts.

Assisted with pilot program of two new lines of business now implemented nationwide by world renown telecommunications company.

February 2010 to May 2010

Decatur, IL

Process Engineer

Processed paperwork to change manufacturing instructions.

Verified ISO 9001 standards were met.

Maintained ISO records.

Collaborated with customers to obtain missing information required to assemble circuit boards.

Researched obsolete parts, obtained customers permission to use substitutions.

March 2007 to December 2009

Veolia Environmental Services Decatur, IL

Collections Clerk

Managed daily operations of 1st party billing department.

Contacted customers with outstanding debt over 60 days past due.

Processed payments, created payment arrangements.

Worked with 3rd party agencies and City of Decatur to collect balances unable to be collected through normal procedures.

Filled in for Customer Service reps during lunches, absences, vacations.

Resolved service issues, scheduled pickups, answered billing questions.

June 2001 to June 2006

Decatur, IL

Process Technician

Started as assembler.

Promoted to Line Lead within 6 months.

Promoted to Process Technician in 2003.

Converted customers electronic data into hard copy instructions for assembling circuit boards.

Created efficient, cost effective work flows.

Implemented solutions to manufacturing issues due to changing technology, equipment or customer needs.

July 2000 to June 2001

Warrensburg Fast Stop Warrensburg, IL

Closing Supervisor

Supervised cashier and stock personnel.

Relieved cashiers during breaks.

Counted tills and safes.

Ran closing reports.

Secured premises for night.

Education

Richland Community College Decatur, IL

Office Technology

3.67 GPA

13 credits toward AAS

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