Louise Sutton

SUMMARY:

Experienced Customer Service Representative with solid call center experience – executing both

outbound and inbound calls. Enthusiastic team player who adapts quickly to challenges. Possess

excellent verbal and written communication skills. Ability to listen, empathize, and handle

challenging calls in a professional and pleasant manner. Develop and maintain client relationships

to increase profit and business growth. Seeking immediate employment opportunity as a Customer

Service Representative or within related fields.

EXPERIENCE:

9/04 – 11/12 Coordinator - NYC Board of Elections New York, NY

• Supervised 12 inspectors and other poll site personnel; Signed weekly time sheets of

inspectors

• Reassigned poll workers as needed and ensured that all procedures were carried out

properly

• Oversaw the process of polling District 71, which included the opening and closing of polls

and reported on election results; Concealed votes to ensure that they were protected

• Monitored proper operation of voting machines and advised voters of their rights

• Handled escalated issues and reported on unusual occurrences to the Board of Elections

7/07 – 12/08 311 Operator - King Teleservices Brooklyn, NY

• Answered between 80 to 100 outbound and inbound calls daily in a fast paced call center

environment

• Provided callers with general information; Made referrals to appropriate city agencies

• Listened, empathized and effectively handle challenging customers in a professional and

pleasant manner

• Executed calls with strict adherence to company policies and procedures

8/04 – 10/05 City Seasonal Aide - NYC Parks and Recreation New York, NY

• Supervised a staff of five and coordinated daily horticulture and maintenance duties

• Performed all general interior and exterior maintenance of parks and public areas

• Repaired and painted buildings, park benches and fences

• Alerted superior and co-workers of potential safety hazards

8/98 – 4/02 Customer Service Representative - Time Warner Cable Queens, NY

• Met client retention goals set forth by company and ensured call performances met 90%

accuracy

• Awarded Top Female Sales Rep - averaged 80-100 calls with a call handle time of under five

minutes

• Marketed cable services and promotional packages to customers to new and existing

customers

• Assisted clients with balance inquiries and payment options regarding cable services

• Performed troubleshooting techniques and resolved customers’ problems

• Processed credit card payments over the phone and upgraded package of existing

customers

SKILLS:

Call Center: Client Management, Escalation and Conflict Resolution. MS Word, Excel, Outlook and

Internet Explorer. Type 40WPM.

EDUCATION AND TRAINING:

Easter Seals NY - Job Readiness and Computer Training New York, NY

Bronx Community College - Awarded AAS Degree Bronx, NY

Grant Associates - Awarded a certificate in Customer Service New York, NY

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