Ley Vonna Sanders
Phoenix, AZ 85009
Phone: 602-***-**** V firstname.lastname@example.org
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
Supervise Inbound Nationwide Call Center
Mentor and provide guidance to all call center staff
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
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.
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