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Customer Service Representative

West Point, Virginia, 23181, United States
August 13, 2018

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YVONNE CARTER 804-***-**** P.O. BOX 1234, West Point, VA 23181 SUMMARY

Spirited warranty specialist with 10+ years of experience in call center and customer service industry seeking growth in supervisory/management. Dedicated to creating efficient and pleasant customer service experiences. Strong interpersonal, time management, computer, and verbal and written communication skills.


Lumber Liquidators Employee of the Month each year for 5 consecutive years (2012- 2017) o Compassionate demeanor allowed for no escalation with customer calls o Resolve the most case files

o Supportive of co-workers on all matters including handling their escalated calls

Lumber Liquidators Employee of the Year (2014) - Providing great customer service throughout the year internally and externally


Designed and diagrammed Level 2 specialists’ workflow for increased efficiency in call handling

Train and mentor employees to maintain high productivity and morale in office

Prioritize and resolve high volume and highly critical customer cases above average number resolved per week using SAP’s Customer Relationship Management system (CRM)

Calculate the costs associated with all financial resolutions upwards to $250,000 and process refunds for customers to meet weekly deadlines

Apply subject matter expertise to effectively respond to various complaints regarding Office Of The Chairman (OOTC), BizRate, and Better Business Bureau

Support customers and troubleshoot concerns via in-person, telephone, e-mail, or fax WORK HISTORY

Lumber Liquidators, Inc. Toano, VA

Warranty Specialist, Level 3 March 2013 – Present

Customer Relations, Level 2 March 2009 – June 2013 Citizens & Farmers Bank Toano, VA

Customer Service Representative July 2006 – March 2009 Citizens & Farmers Bank West Point, VA

Head Teller/Teller June 2004 – July 2006


West Point High School West Point, VA

High School Diploma June 16, 1989

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