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Customer Service Manager

Edgewood, Maryland, United States
January 25, 2018

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Theresa Draughon

*** ****** **. ********, ** ****0



To obtain a position where I can provide my proven knowledge and skills to a team, in an environment that allows me the opportunity to enhance my ability and contribute to the overall success of the organization.


. Extensive experience in servicing customers, both in-person and by telephone in a fast paced environment and managing customer service associates to ensure over-all efficacy of all areas of need.

. Superior communications skills in dealing with customers, co-workers, and employees. Both verbal and written skills are strong. Deescalation of situations that become unhappy is one of my most valuable assets.

. Well-organized and highly efficient working in a multitasking dynamic environment. Ability to plan, organize, and supervise the work of others.

. Knowledgeable and experienced in customer service and administrative operations.


2/2008 - 8/2017

In Home Caregiver

Assisted with daily care for elderly family member. Took care of cleaning, book keeping/finances, health matters, estate affairs and cooking.

8/2006 - 1/2008

Verizon Wireless

Call Center Operator

Call center atmosphere handling over 60 calls daily, Extensive bill knowledge, ability to use multiple computer skills, accuracy and precision in typing and detailing calls, Tier 1 trouble shooting, Data support, Administrative support to direct supervisors and directors, Point of contact in the absence of supervisors. Assessed quality of service for entire call center through random capture process, graded calls based on point system, administered coaching and presented improvement ideas to each operator that was assessed. Worked to achieve perfection in calls assessing every need that the customer has (known and unknown).

1/2004 - 8/2006

Circuit City

Supervisor of Customer Service

Supervised 10 - 15 employees, Completed all HR tasks i.e. Hiring, Interviewing, Appraisal, Mentoring, Coaching, Training, and explaining all insurance information to all employees. Handled all bank matters, Opened and closed store, Implemented new procedures to ensure efficiency with employees, Preformed Customer service in a high volume retail establishment, Administrative office work, Keeping accurate logs of all mandates that needed to be performed i.e. training sessions, probationary periods, and attendance. Filing, returns/ exchanges, Handling large sums of currency, Administrative support to direct managers and general manager, handled high stress situations with customers and came up with resolutions to appease both customer and company.


2005 - Present

Anne Arundel Community College

Arnold, MD

Major: Business

2002 - 2003

Center of Applied Technology North

Severn, MD

Graduated with a Certification of Nail Technology

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