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Customer Service Microsoft Office

Location:
Phoenix, AZ
Posted:
July 01, 2018

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Resume:

Ley Vonna Sanders

**** *. ******* ****

Phoenix, AZ 85009

Phone: 602-***-**** V ac529s@r.postjobfree.com

Positive Customer Service Specialist with extensive management experience. Strong interpersonal and customer resolution skills. Superb organizational skills with a focus on attention to detail. Excellent written and verbal communication. Results oriented with a proven ability to improve customer retention, and increase team productivity. WORK EXPERIENCE

Customer Service Supervisor October 2013- October

2017

Terminix International

Supervise Inbound Nationwide Call Center

Mentor and provide guidance to all call center staff

Performance reviews

Handle escalated customer complaints

Quality assurance audits, ensure high quality and error free service

Compile daily performance reports for upper management

Review and train staff on new or updated policies

Hire, train and support new agents during training period

Provide feedback to improve issues in problem areas

Evaluating the work and performance of staff.

H R Specialist January 2009 – October 2013

ACS, Affiliated Computer

Provided HR-related guidance

Assisted with employee performance issues

Wrote disciplinary reports and developed a strategy for resolution

Reviewed applicant resumes and collaborated on new hire offers

Participated in the campus recruitment program

Attended job fairs and interviewed candidates

Processed employee data for new hires and terminations

Developing and maintaining productive relationships with all company staff.

Resolving escalated employee complaints or disputes.

Providing feedback to management concerning possible problems or areas of improvement. Professional Customer Services Rep November 2005 - February 2007 United Health Care

Took inbound calls during open enrollment

Made changes to customer health coverage

Discussed coverage details

Advised of documentation needed to add dependants

Provided paperwork for updates

Liaison between the customer and their care physicians EDUCATION

High School or equivalent

Phoenix College Phoenix, AZ

KEY SKILLS AND COMPETENCIES

Professional

Knowledge of call center management techniques.

Able to type 45 words per minute.

Ability to assess talent, manage people and motivate others.

Managing a team of customer service specialists.

Knowledge of disciplinary procedures up to and including employee termination.

Proficient in Microsoft Office, Excel, Word, Power Point & Outlook, AS400.

Properly handling confidential information.

Personal

Strong decision making ability.

Willing to work changing shifts, weekends and holidays.

Able to sit in front of and work on a computer screen for long periods of time. AREAS OF EXPERTISE

● Managing/developing People

● Call Handling

● Issue Resolution

● Customer Service

● AS400



Contact this candidate