Customer Service Manager

Kristina Vailolo

• **********@***.*** •

*** ****** ** *********, ** 75134 469-***-**** • 972-***-****

SUMMARY OF QUALIFICATIONS

• Fifteen years customer service, management, ordering, warehouse and plan-o-gram compliance

experience

EDUCATION

Pursing, Bachelor of Arts in Business Management, Expected (Fall 2015, Senior Level)

Texas A&M University-Commerce, Commerce, TX; GPA: 3.33

Associates of Arts in Liberal Arts with Business Focus May 2012

American Samoa Community College, Pago Pago, AS; GPA: 3.67

RELATED EXPERIENCE

Billing Analyst/Customer Service Team Lead, June 2012-November 2013

Stoneridge Call Center, Dallas, TX

• Assist Customer Service Representatives with questions about policies and procedures

• Assist Customers with Accounts, Questions and Concerns, Quality Customer Service

• Analyze Military Star Card Accounts Payment History; Merge Interest Rates Together

• Assist with Lowering Payments; Re-Aging Accounts; Research Why Problems Occur on Accounts

Visual Merchandiser/Warehouse Clerk/Store Associate, 2010-2012

Exchange Troop Store, Pago Pago, AS

• Department Head of 3 Areas, Ensure Accuracy of Plan-O-Grams

• Continually Update Visual Signage; Adhere to Policies and Procedures

• Receive Merchandise, Organize Pallets, Stock

• Organize Warehouse, Inventory Prep, Assist in Developing Tracking System

• Develop Sale Events, Update Price Points, Train Fellow Associates, Price Competitors in Marketplace

Customer Service Associate, 2007-2008

TruLife Prosthetics, Westsound Worksource, Poulsbo, WA

• Development of office filing system to organize customer orders leading to an increase in productivity

• Order office supplies, Oversaw Drop Ship and Open Orders, Research lost or delayed orders

Customer Service Representative, 2006-2007

Teletech Industries, Silverdale, WA

• Assist Sprint Customers with Government accounts increasing customer retention by 30 percent

• Explanation of billing policies and procedures as well as answering customer questions

• Prevention of call escalations to senior technicians

WORK HISTORY

• Contacts Manager, Farmers Insurance Group 2006-2008

•Assistant Manager, Progressions Salon, Silverdale, WA 2002-2005

SKILLS

• Microsoft Office Suite including proficiency in Word, Excel, Power Point, etc.

• Completion of Accounting I,II and Managerial Accounting

• 10-Key and Data Entry

• Filing Proficiency, Advanced Office Skills

• Communication and Team Building Skills

• Fast Paced Learner

• Progressive Levels of Increased Responsibility

• Receiving, Inventory Preparation, Various Warehouse Skills

CERTIFICATIONS

• Supervisor Training Certification, 2012 Small Business Development Center, American Samoa

HONORS

• 3 Customer Service Kudos Awards, 2006 Teletech Communications

• 3 On-The-Spot Customer Service Awards 2011-2012 American Samoa Troop Store

• Phi Theta Kappa Honor Society; Community Service Chairperson; Public Relations Officer

• Constitutional Convention Student Representative

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