Customer Service Sales

Heather Gosnell

*** ****** **., *******, ** *****

864-***-**** **************@*****.***

QUALIFICATIONS

- Twelve years of experience in high-pressure, professional environments-I am a strong communicator, photo editor and digital analyst, with experience working on marketing campaigns for major international brands.

- Dedicated, detail-oriented, multi-tasker-I am able to juggle multiple complex projects simultaneously, with experience in maintaining long-term customer satisfaction through detailed record keeping and efficient time management.

- Thoughtful customer service expert and team player-I am a considerate team member, focused on constantly improving the customer experience by providing high-quality, personalized service.

WORK EXPERIENCE

EnVeritas Group, Photo Editor and CSR 2010 – 2017 Greenville, SC

- Responsible for managing an average of 500 customer requests per week through a customer service portal for a major international hotel brand

*Examples of daily responsibilities included digital photo and text manipulation to ensure website content adhered to multiple style and technical rubrics

- Responsible for charting current and historical website analytics for a major hotel brand to understand and predict online usage trends using Google Analytics and Omniture (Adobe Marketing Cloud)

- Communicated with clients to improve website usability while ensuring photos conformed to brand standards

- Developed time-management procedures to allow for supporting multiple short- duration projects with complex requirements while also maintaining daily responsibilities

Putman Travel, Customer Assistance Coordinator 2009 Greenville, SC

- Responsible for daily customer service support using online “LiveChat,” assisting up to 15 customers at once with researching custom travel options, generating quotes and finalizing sales

- Coordinated with travel agents to make up to 100 inside and outside sales calls and research VIP travel itineraries

- Compile and maintain employee handbook with sales procedure, customer service policies and digital/phone etiquette guidelines

Teletech, Customer Service Supervisor, UPS 2005-2008 Greenville, SC

- Achieved accelerated promotion from entry-level phone support to billing supervisor in just one year by demonstrating excellent critical thinking and commitment to quick, efficient customer service

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- Demonstrated professionalism and team-building abilities by coaching approximately 40 agents in problem-solving techniques to mitigate customer complaints and resolve complex billing issues

- Responsible for daily auditing and reporting requirements to ensure high-quality customer service, accurate billing adjustments and adherence to corporate standards TECHNICAL PROFICIENCIES

- All Microsoft Office products, including Word, Excel, Outlook and PowerPoint

- Design and layout software, including Adobe Photoshop, Adobe Illustrator and GIMP

- Google Analytics and Adobe Marketing Cloud (Omniture)

- HTML coding

- Multiple custom Content Management Systems (CMS) EDUCATION

Riverside High School, 2001 Greer, SC

Fine Arts Center, 2001 Greenville, SC

OTHER INTERESTS

I have loved photography for as long as I can remember. I studied photography and 3D metals at the Fine Arts Center, and I was the official photographer for the Special Olympics at Riverside High School in 2001.

REFERENCES

LaShaun Scott, EnVeritas Group 864-***-**** ************@**.*** Savannah Sizemore, Concentrix 864-***-****

Carolyn Davis 864-***-****

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