Theresa Russo

*** **** ******* *** *** 27-716-***-****

Falconer NY 14733 ac8r9j@r.postjobfree.com

KEY QUALIFICATIONS

Devoted customer service professional with five years of experience working to support clients and agents with a customer centric approach. Achieved skills such as time management, invoicing, and staff management to ensure appropriate coverage for call volume.

EDUCATION

Studied towards Associate in Applied Science, Major: Business Management and Accounting

RELATED COURSEWORK

● Financial Accounting

● Macro vs. Micro Economics

● Managerial Accounting

● Psychology

● Business Math

● Public Speaking

● Principles of Management

● Social Science

LEADERSHIP EXPERIENCE

Program Supervisor, Data Listing Services, October 2017 – Present

Manage Team Supervisors and CSR’s to achieve outstanding operational results for the clients. Provide support and serve as a backup for client training

Serve as a liaison to the Client Services Department and to the client in the call center. Act as client subject-matter expert for the call center

Interview, hire and develop assigned staff. Create and maintain schedules for assigned staff

Coordinate with Client Services and client on client’s expectations and performance matrix guidelines and work with Team Supervisors and CSR’s to meet these expectations and matrix

Team Trainer, Data Listing Services, August 2017 – October 2018

Created and maintained training programs for client base

Trained agents on the clients while also hands-on support to develop agent skill sets

Customer Service Team Supervisor, Data Listing Services, December 2015 – August 2017

Worked with shared supervisors to meet client standards and ensure individual team goals are met.

Analyze and accumulate performance data on assigned staff to utilize in performance appraisals and improvement plans

Customer Service Representative, Data Listing Services, September 2014-December 2015

Managed customer needs using a process that assures high quality, customer satisfaction, efficiency, and accuracy.

Worked to achieve personal goals to provide high quality support, and achieve professional success

Non-stop Music Entertainment, Owner-Manager 2005 - 2011

Setup and operated lighting and sound equipment. Maintained bookkeeping.

PERSONAL ATTRIBUTES

Computer Skills: Microsoft Office Suite and Outlook. Experience working within multiple salesforce instances. Well versed in various client systems including Citrix and AS400. Experience with Work Force management grading systems.

Professionally and personally: Skilled multi-tasker, highly organized with a strong eye for detail, able to solve in depth problems and resolve conflicts.

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