Customer Service High School

Erica L. Hardy

**** ****** ***. ******, ** 214-***-****/ 214-***-**** *********@*****.***

My objective is to obtain a position in a professional work environment where my skills can be

valued and will benefit the organization by making a significant contribution to the success of

my employer, while helping to promote the company’s brand.

Key Skills and Qualifications

42 wpm P roblem Analysis P roblem Solving O rganizational Skills

Customer Service Orientation A daptability I nitiative

Strong Interpersonal-Communication skills A bility to de-escalate or desensitize any

s ituation Meeting desired quota requirments

Program knowledge

Working Knowledge all Microsoft applications: Excel, Outlook, PowerPoint, Access and Word. Customer

service and call center experience Mortgage Serv Profiler HomeBase AS400 and LSAMS experience.

Customer service and call center experience.

Work Experience/Background

Zerorez Nov ’12- Present

Carrollton, TX

Answered inbound calls to schedule customers with a carpet cleaning appointment. I also took payments for

carpet cleaning services completed via phone and email. I also typed and printed complete paper work to be

sent over to the paid client. Also, made outbound calls from leads, and also cold calling to set up carpet

cleaning appointments. I also performed dispatch duties for cleaning technicians to arrange appointments

according to jobs and locations. Also handled payroll duties.

Feb ‘06- Nov ‘12

Regional Lead Generator Carrollton, TX

Serviced existing accounts, obtained orders for customers, and established new accounts. Planned and

organized a daily work schedule via an inbound call center. Also scheduled outbound calls on existing

customers for retention purposes; also offered potential sales outlets and other trade factors.

Metro Communications Jul ’04- Aug ‘04

Operator

Inbound customer service call center. Provided 411directory calls for major cell phone

companies, such as; AT&T, Sprint PCS, Altell, Nextell, etc,

Education

Texas A&M University-Commerce 2004-2007

Psychology

Mountain View Community College 05/2006 (summer)

Social Work

Desoto High School/Texas Scholar Graduated 2004

**References available upon request**

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