Customer Service Manager
Resume:
Drive 910-***-****
Raeford, NC 2876 Fax 910-***-****
heidi.plank@gmail
.com
Heidi Plank
Summary of I have 20 years experience working in Customer
qualifications Service face to face and in a call center
environment. I have been working from home for the
past 10 years and 7 of them were taking Customer
Service, Tier 1 Tech Support calls, Talent
Acquisitions and Team Lead positions.
I am able to multi-task and toggle between screens
via the keyboard. I am a dedicated hard worker
that is very reliable and a self-starter. I need
little to no supervision, am able to work on my own
at a fast pace.
Education 1992-1995 Seventy-First High School Fayetteville,
NC
High School Diploma
Studied in the field of Clerical/Reception/Data
Entry
1995-1996 Fayetteville Technical Community College
Fayetteville, NC
No Degree, but College Credits Earned
Studied to become a Computer Programmer
2007-2008 South University Raeford, NC
No Degree, but College Credits Earned
Studied Accounting
Professional 2013-2013 Talk2Rep
experience At Home, Raeford, NC
At Home Chat Customer Service and Sales Associate
Take 3 Chats at a time, answering questions about
the mobile carrier that I represent. Guide
customers through the website to help them in
placing orders, answering questions in regards to
their account, helping new customers place orders,
as well.
Direct questions, above my expertise, to the proper
department(s).
2012-2013 TeleTech At Home, Raeford, NC
Temp Team Lead
Accepted the responsibility of making sure 43
agents worked as great Customer Service
professionals. Answered questions via chat and
email (Outlook) regarding calls, company policies,
payroll and maintaining goals. Created reports via
Excel, daily, for adherence, attendance and quality
assurance.
Able to multi-task and work on more than one
project at a time. Toggled between screens via the
keyboard.
2012-2012 TeleTech At Home, Raeford, NC
Temp Talent Acquisitions Specialist
Listened to pre-recorded interview calls to
determine whether or not a candidate was a good fit
to work for TeleTech. Inputted information from
the calls and other programs into a database for
others to be able to view the approval denial of
their interview. Made sure all information was
originally filled out when candidates applied for
open position(s).
2008-2012 TeleTech At Home,
Raeford, NC
Customer Care Representative/Chat Coach
Answered incoming calls from customers, helping
them with billing issues and questions,
cancellations of subscriptions, worked with the
customer to understand our policies and assisted
with any other inquiries they may have had. Used a
chat program to keep in touch with the Chat
Coaches/Supervisor(s). Asked questions in chat
regarding the calls if I was unable to locate the
answer in the database provided to me, a FAQ
resource as well as websites.
As a Chat Coach, I answered questions all agents
had regarding their calls. Assisted in Technical
issues the agents had as well.
2007-2008 Orbograph At Home, Raeford, NC
10-Key Data Entry Specialist
Entered in numeric information from bank
statements, checks and deposit slips into a
database provided by Orbograph. This position was
all 10-Key work.
2006-2007 Home Daycare At Home, Raeford, NC
Owner/Operator of a Home Daycare
Assisted, up to 15, children in getting on and off
the bus daily. Provided snacks and meals to my all
day kids. Watched some children overnight for a
mother that worked night shift. Did Accounts
Receivable and Payable for m home business.
2003-2006 Amoco (Gas Station) Fayetteville, NC
Team Member/Manager
Offered face-to-face customer service to customers
that were at the gas station to make purchases or
ask questions. Kept the store clean, dusting,
sweeping and mopping, cleaning all machines in the
store and kept the bathroom tidy.
As a Manager, I performed daily money management
tasks. Daily reports from each register used as
well as compare what was printed out to what was
located in the safe. Ordered different grocery
products as well as cigarettes/cigars. Checked in
all product that was ordered, compared what we got
to the print outs in each case.
2001-2003 Larry King and Associates Fayetteville,
NC
Bookkeeper
Performed Accounts Receivable, Accounts Payable,
Collections, Billing and Customer Service.
Answered calls regarding billing inquiries,
scheduling of land surveys and basic inquiries
dealing with Accounts. Entered all payroll
information into an Excel spreadsheet to send over
to the Accountants for the cutting of the checks.
Objective Introduce my skills to your company and help you
and me grow and improve. Produce outstanding
customer resolution results.
References Connie Welch 910-***-****
Patricia Murphy 864-***-****
Twyla Webster 228-***-****
Juanita Barefoot 910-***-****
Contact this candidate