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Disaster Decision Analyst

Aurora, CO
October 10, 2018

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***** **** ***** ******, ******, CO 80013 H: 303-***-****


Skilled customer service agent committed to addressing customer concerns with speed, accuracy andprofessionalism. Customer-focused representative with a proven capacity to troubleshoot issues toensure customer satisfaction. Seasoned customer service manager who has directed call centersconsisting of 30 representatives. Seasoned Customer agent with over 12 years of experience in all fieldsincluding financial.


Client relations specialist Skilled multi-taskerConflict resolution techniques Oracle software proficiencyTeam management Citrix software proficiencyMeticulous attention to detail Training and developmentPersuasive SchedulingFocused on customer satisfaction Deadline-orientedManagement of remoteemployeesTalent development


06/2004 to 06/2007 Supervisor Customer Service

Alpine Access, Inc. Denver, CO

Successfully managed the activities of 30 team members in multiple locations.Recruited, managed and mentored an average of 20 new customer servicerepresentatives per year.Developed, implemented and monitored programs to maximize customersatisfaction.Improved service quality and increased sales by developing a strong knowledgeof company's products and services.Interviewed, hired and trained new quality customer service representatives.Addressed negative customer feedback immediately.Provided a high level of product and leadership support to representatives andclients.Effectively communicated with team members to maintain clearly definedexpectations.Resolved customer questions, issues and complaints.Developed rapport with the customer base by handling difficult issues withprofessionalism.Recommended changes to existing methods to increase the accuracy,

efficiency and responsiveness of the customer service department.Lead on and off-site customer support teams across multiple time zones.

06/2007 to 04/2010 Customer Service Agent

Service Magic Inc. Golden, Colorado

Addressed 200 website inquiries per day, converting 97% into renewal customers.Prevented store losses using awareness, attention to detail and integrity.Developed highly empathetic client relationships and earned reputation forexceeding sales goals.Achieved high sales percentage with consultative, value-focused customerservice approach.Cross-trained and provided back-up for other customer service representativeswhen needed.Computed accurate sales prices for purchase transactions.Prepared and sold broad range of customized merchandise to individuals andcommercial accounts.Resolved product issues and shared benefits of new technology.Managed quality communication, customer support and product representationfor each client.Worked under strict deadlines and responded to service requests andemergency call-outs.

04/2010 to Current Owner

Paul Montoya Photography Denver, Colorado

Assisted imaging team members with product styling, prep and post production.Conducted all photo shoots in a calm and professional demeanor.Collaborated with clients to guarantee satisfaction with advertisements.Explained price and package details to customers.Defined image requirements and planned photographic events.Cropped, manipulated and performed color-balance for final images.Improvised photographic methods and techniques.Set up precise photographic measurements and control equipment.Collaborated successfully with a variety of personalities and work styles.Photographed special events, including weddings, parties and school portraits.

11/2016 to 09/2017 Customer Service Agent

Sykes Enterprises Inc Denver, CO

Seasonal position.Processed merchandise returns and exchanges.Generated leads for new sales through telephone and email contact withcustomers.Collected customer feedback and made process changes to exceed customersatisfaction goals.Made reasonable procedure exceptions to accommodate unusual customerrequests.Provided accurate and appropriate information in response to customer



inquiries.Demonstrated mastery of customer service call script within specifiedtimeframes.Addressed customer service inquiries in a timely and accurate fashion.Worked with upper management to ensure appropriate changes were made toimprove customer satisfaction.Provided cross training to many staff members.

High School DiplomaFort Lupton High School Fort Lupton, CO, United States

MBAUniversity of Denver - University College Denver, CO, United States

I was unable to finish and plan to go back one day to finish my degree.

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