MARKITA BLACKSHIRE

Cell: 414-***-**** ac8yd9@r.postjobfree.com

SUMMARY Experienced Customer Service Lead with 5 years’ experience in a Call center environment and 10 years customer service experience. I am seeking an opportunity where experience and abilities will stand as an advantage for personal growth and development.

SKILLS

Outstanding team player

Ability to work in high stress level environment

Work independently with minimal supervision

Complex problem solving.

Microsoft office suite – Excel, Outlook, PowerPoint and Word

Train new hires

EXPERIENCE Call Center Lead /Temp Team Coach Supervisor April 2013 -Sept 2018

JC Penney Logistics: Milwaukee, WI

Demonstrates effective problem solving with outstanding customer service and motivates associates to deliver first contact resolution.

Developed associates with side by side live monitoring on outcome of calls, actively walking the floor and coaches in the moment.

Consistently meets / exceeds established performance standards for the role including revenue, OSAT, customer experience, product/sales, attendance policies, proper use of systems, necessary follow-up, and completing assignments.

Provide escalation support to customers by accepting orders, selling new products and assisting with customer inquiries quickly and efficiently.

Promoted multiple times with perfect attendance of 3 years with the company.

Customer Service Representative March 2012 – February 2013

EZ Money Financial: Milwaukee, WI

Resolved customer complaints in a timely manner to increase customer satisfaction.

Established strong customer service skills to meet sales goals.

Verified accounts and processed payments while ensuring that all necessary documents were completed, opened and closed the facility.

Effectively communicate with departments regarding staff meetings, new and existing customers to ensure compliance with federal, state and local regulations.

Customer Service Representative January 2010 – February 2012

PLS Loan Store, Milwaukee, WI

Implemented strategies to help meet store goals while Monitoring delinquent accounts.

Review files and documents for completeness, accuracy and compliance.

Posting payments & adjustments accurately and balancing cash drawer

Sales Associate/Cashier June 2008 – December 2009

Kohl’s Department Store: Milwaukee, WI

Communicate advertising & sales information to other associates to accuracy of promotional presentations drive and exceed sales goals by executing Kohl’s initiatives.

Review and utilize reports to implement action plans focusing on deficient areas.

Effectively work with team members to ensure the selling floor, cash point, fitting rooms and stock rooms were clean and well maintained per stores standards.

EDUCATION

Bayview High School/ New School for Community Service - Milwaukee, WI