Call Center Custome Service
Resume:
REGINA REED
***** *. **** *****, *******, AZ ****0
**************@*******.***
SUMMARY
Dynamic, results driven customer service professional with 15+ years of call center and operations management experience. Solutions oriented, skilled multi-tasker able to lead and work alongside diverse workgroups and effectively communicate with all levels of an organization.
SKILLS
Recruiting and Training Development Process and Procedure Improvement
Conflict Resolution Claim Processing and Mitigation
Complex Problem Solving Project Management
Inside Sales Quality Assurance & Customer Experience
PROFESSIONAL EXPERIENCE
Petsmart SSG Corporate Office Phoenix, AZ
Customer Service Specialist, Supply Chain Dec 2015 - Aug 2016
•Efficiently addressed 170+ calls and emails daily as the sole contact during peak delivery times
•Guided store leads and carrier drivers on effective handling solutions involving product delivery to the stores, increasing on time performance and avoiding increased transportation handling cost
•Presented reports to management identifying operational challenges to support resolutions
Westside Motors Phoenix, AZ
Office Manager Jul 2013 - Dec 2015
•Created customer database for efficient record keeping and improved sales leads
•Introduced installation of GPS tracking hardware and software reducing collection payables and increased on time payment by 50%
•Posted inventory and service rates on the company website and free sites to promote sales growth
•Set up hard copy filing system for all customer and vendor accounts and created a corresponding soft copy connected to the customer data base
America West Airlines / US Airways Phoenix, AZ
Customer Service/Claim Manager, Cargo Sales & Service Jun 2006 - Jul 2013
•Exceeded 95% Service Level goal at 98% for several months while operating dual contact centers, operations and cargo management systems while supporting projects to complete the integration of the combined airlines
•Created escalations desk composed of specialists with high skill set ensuring service levels were maintained while elevated issues were handled appropriately
•Cross trained Call Center Specialists on inside sales and claim research, reducing overhead and increasing revenue
•Reduced number of claims presented from 12% to 1% of all shipments offered by establishing weekly conference calls with operations work groups to support unified efforts and enforcement of service improvements
•Subject Matter Expert and assumed Project Manager responsibilities on the new cargo management system replacing the dual operations of US Airways and America West Airlines
Call Center Supervisor, Cargo Sales & Service Jul 2002 - Jun 2006
•Established department training material, goals and performance measurements for the call center
•Developed Quality Management work group dedicated to supporting top accounts, sales projects, special operating procedures and standard operating procedures
•Assumed Claim Manager responsibilities, created goals, performance measurements, standardized forms and created data base for reporting
•Subject Matter Expert during America West and US Airways merger, providing final best practices that were implemented for cargo sales and service as a combined airline
Other positions held
Custome Service Specialist, Air Support Inc, Phoenix, AZ 1999 – 2002
Accounts Receivable/Payable, Chelette Trucking, Phoenix, AZ 1997 – 1999
Logistics Specialist, Motorola/MSAS, Tempe, AZ 1996 – 1997
EDUCATION
North Canyon High School, Diploma 1990 – 1994
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