Customer Service Representative
Resume:
Terrance Simmons
Cleveland, OH 44108
****************@*****.***
Career Overview
Dedicated Customer Service Representative motivated to maintain customer satisfaction and contribute to company success.
Professional Experience
Safeguard Properties, Mentor, Ohio February 2013 to March 2016
Team Lead-Customer Service
Used Multiple search engines to complete research on properties
Handled Escalated Issues
Created Team Schedules
Weekly Report Cards
Provided Coaching for: Phone Stats and Attendance
Held Department Meetings
Cross-trained and provided back up for 8 customer service representative when needed.
Worked under strict deadlines and responded to service request and emergency call-outs.
75-95 Inbound Calls
Went over checklist with vendors
Progressive Insurance, Mayfield Village, Ohio May 2007 to February 2011
Customer Service – Policy Holders
Trained new team members
95-110 Inbound Calls
Removed/Added Driver's-Vehicles
Payment Collections
Collected customer feedback and made process changes to exceed customer satisfaction goals.
Provided accurate and appropriate information in response to customer inquiries.
Trained staff on how to improve customer interactions.
Office Max, Mentor, Ohio November 2006 to May 2007
Customer Service
100-120 Inbound Calls
Track missing deliveries
Addressed customer service inquiries in a timely and accurate fashion.
Provided accurate and appropriate information in response to customer inquiries via email.
National Enterprise Systems, Solon, Ohio October 2006 to April 2006
Collector/Collections
95-100 Inbound Calls
Set up payment arrangements
Nestle Frozen Foods, Solon, Ohio June 1996 to July 1998
Ingredient/Material Handler
Assist in setting up assigned production line
Prepare ingredients per procedure or recipe
Supply line with ingredients in a timely and acceptable manner
Must follow safety rules and procedures indicated in the Ingredient Handler SOP
Maintain quality standards by practicing proper food handling techniques
Educational Background
Lincoln West High School, Cleveland, Ohio
Diploma
Wright State University, Beavercreek, Ohio 1994-1997
Business Management
Lakeland Community College
Refresher classes to get back into Cleveland State
IMS Training
References Upon Request
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