Customer Service Representative

Sandra Smith

** ********* **** #***, * ockeysville, M aryland 21030 - 410-***-**** (H) - 443-***-**** (C) - **************@*****.***

Summary

Energetic Customer Service Representative/Supervisor with at least 15 years experience in high- level

executive support roles.

Highlights

Microsoft Office proficiency Self- directed

Excel spreadsheets Dedicated team player

AS/400 Results- oriented

Automatic call distribution ACD system Staff training and development

Accomplishments

Coordinated all department functions for team of 10 employees.

Developed and implemented an innovative internal communications strategy to improve employee

engagement through strategic messaging.

Exceeded corporate target for customer satisfaction for 9 months in a row.

Worked with various types of inbound call software. example, Infinity and other multi- line systems

Education

Villa Julie College

1988

Bachelor of Arts: Business Administration/Computer Science

Stevenson, Maryland

Experience

P HH Corporation

November 2006 to October 2013

Team Lead - Title/Registration Department

Sparks, Maryland

Created and maintained spreadsheets using Excel functions and calculations to develop reports and

lists.

Organized files, developed spreadsheets, faxed reports and scanned documents.

Managed daily office operations and maintenance of equipment.

Received and screened a high volume of internal and external communications, including email and

mail.

Managed the completion and inventory of new/in- house titles

Managed the completion of all vehicle renewals

M CI

April 1994 to July 2006

Customer Service Supervisor

Hunt Valley, Maryland

Collected customer feedback and made process changes to exceed customer satisfaction goals.

Made reasonable procedure exceptions to accommodate unusual customer requests.

Provided accurate and appropriate information in response to customer inquiries.

Worked with upper management to ensure appropriate changes were made to improve customer

satisfaction.

Maintained up- to- date records at all times.Built customer loyalty by placing follow- up calls for

customers who reported product issues.

Developed process improvements to enhance efficiency and effectiveness of inter- department call

center operations.

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