Customer Service Manager
Resume:
Penelope Poulos **************@*****.***
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OBJECTIVE: CALL CENTER-INBOUND/OUTBOUND
SUMMARY OF QUALIFICATIONS
15+ years Customer Service focused in areas: Store Manager, Call
Center, Market Research
Stress Tolerance Adaptability; performed under time constraints and
pressure situations Able to work independently or as a team in high
volume, Call Center Intake environment Extensive knowledge of Call Center
Policies, requirements and work procedures
CORE SKILLS
COMPUTER; MSWord, Database, 10 key/Data Entry, Payroll
Computer Assisted Telephone Interviewing (CATI) - Call
Center Telephony
Excellent administrative, managerial and organizational
skills
Strong emphasis on accuracy and constant improvements
EMPLOYMENT HISTORY
07/2006 to 06/2007 Flagship Research
San Diego, CA
Customer Service/ Market Research
Specialist/Inbound/Outbound
. Performed inbound/outbound 50 daily calls to complete
surveys
. Updated extensive data base for new and existing
customers
. Entered daily completed survey information into Excel
spread sheets
06/2005 to 09/2006 Luth Research
San Diego, CA
Customer Service/Market Research
Specialist/Inbound/Outbound
. Coordinated automated telephone surveys for
completion
. Provided daily product information to customers
. Trained new employees in computer and customer
service operations
05/2004 to 05/2005 Directions in Research
San Diego, CA
Market Research Specialists/ Inbound/Outbound
. Contacted households across U.S. to complete
household product surveys
. Provided positive customer service by responding in
high inbound phone survey
09/1982 to 05/1995 Kinney Shoe Corp.
Capitola, CA
Store Manager/Customer Service
. Trained employees for future store management
. Conducted weekly store audits
. Monitored all incoming and outgoing merchandise
. Administered billing inquires and cash drawer and
deposits
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