Customer Service High School

Judy R Young

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

Address:

City: Norman

State: OK

Zip: 73069

Country: USA

Phone: 405-***-****

Skill Level: Any

Salary Range:

Primary Skills/Experience:

CUSTOMER SERVICE REPRESENATIVE/CALL CENTER/SALES Over 18 years experience working in customer service industry. 12 years of call center experience as well as 6 years front line customer service. Excellent communication and writing skills. Ability to respond quickly and adapt to new situations easily.

Educational Background:

High School Dipolma from Oklahoma City Community College, Oklahoma City OK 1/2001 to 11/2012 (Psychology/Business/Medical Terminology)

High School Dipolma from, Oklahoma City OK 1/2001 to 11/2012

Job History / Details:

Summary

CUSTOMER SERVICE REPRESENATIVE/CALL CENTER/SALES Over 18 years experience working in customer service industry. 12 years of call center experience as well as 6 years front line customer service. Excellent communication and writing skills. Ability to respond quickly and adapt to new situations easily.

Highlights

High customer service standards

Service solutions expert

Conflict resolution proficiency

Customer service management expertise

Strong problem solving ability

Negotiation competency

Troubleshooting skills

Telecommunications knowledge

Proficient with Microsoft Office Suite

Management/Retail

Mail Insert Operator

Warehouse/Inventory

Data Entry/50 WPM

Marketing/Promotion

Accomplishments

Job history reflects dedicated and motivated employee. Only two jobs in the last 18 years.

Experience

May 1995 to May 2006

Southwest Airlines Oklahoma City, Oklahoma

Customer Support Representative

Provided technical help to other agents having technical problems or unable to access necessary information.

Made reasonable procedure exceptions to accommodate unusual customer requests.

Provided accurate and appropriate information in response to customer inquiries.

Investigated billing problems for customers by doing credit card search of all charges made on-line or by Southwest reservation agent.

Took control of calls that had to be transferred due to irate customers concerning who had issues with things such as pricing, agent error, lost baggage, credit card fraud or problems with policies and procedures.

April 2006 to October 2012

Chickasaw Nation Ada, Oklahoma

Valet Supervisor

Trained new employees.

Created new processes and systems for increasing customer service satisfaction.

Developed highly empathetic client relationships.

Ranked as third busiest valet in the United States according to number of cars parked and retrieved on a monthly basis.

Expressed appreciation and invited customers to return to the casino.

Managed quality communication, customer support and product representation for each client.

Promptly responded to general inquiries from members, staff, and clients via mail, e-mail.

Successfully interacted with customers to expedite retrievals for VIP customers and in emergency situations.

Guaranteed positive customer experiences and resolved all customer complaints.

Produced reports for upper management regarding accidents, customer relations or discipline issues with employees.

Provided employee evaluations on a yearly basis.

May 1995 to June 2006

Southwest Airlines Call Center Oklahoma City, Oklahoma

Customer Service Representative Call Center

Received incoming calls to assist customers with all aspects of airline reservations.

Promoted other products associated with travel such as rental cars and hotels.

Provide customers with knowledge of all policies in regard to their air travel.

Provided Internet assistance to customers who were using Southwest Airlines website to make their reservations.

TTY relay call proficiency.

Proficient in Microsoft Word and Microsoft based systems.

Applied payment to customer's accounts using various forms of payment.

Excellent communication skills, both written and verbal.

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

Provided accurate and appropriate information in response to customer inquiries.

Addressed customer service inquiries in a timely and accurate fashion.

Developed effective relationships with all call center departments through clear communication.

Worked with upper management to ensure appropriate changes were made to improve customer satisfaction.

Built customer loyalty by placing follow-up calls for customers who reported product issues

.Provided cross training to staff members.

Trained staff on how to improve customer interactions.

Properly directed inbound calls in phone queues to improve call flow.

Education

2013 Oklahoma City Community College Oklahoma City, Oklahoma

Associate of Arts Psychology/Business/Medical Terminology,

High School Diploma

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