Customer Service Sales

Kasha Reynolds Customer Service Rep /

**** ********** ** *****' Experience in Call Center Settings

Hollow.

Conyers, GA 30012

Home: (770)

***-****

***********@***.***

Polished, professional customer service rep offering:

10 years of experience providing customer support in busy

call center environments for public utility and insurance

industry employers.

An unwavering commitment to customer service, with the

ability to build productive relationships, resolve complex

issues and win customer loyalty.

Strategic-relationship/partnership-building skills --

listen attentively, solve problems creatively, and use

tact and diplomacy to find common ground and achieve

win-win outcomes.

Experience

Customer Service Representative

5/1999-10/2013, CFAHLO, Atlanta, GA

Handle customer inquiries, complaints, billing questions

and payment extension/service requests. Calm angry

callers, repair trust, locate resources for problem

resolution and design best-option solutions. Interface

daily with internal partners in accounting, field

services, new business, operations and consumer affairs

divisions.

Key Accomplishments:

Managed a high-volume workload within a deadline-driven

environment. Resolved an average of 550 inquiries in any

given week and consistently met performance benchmarks in

all areas (speed, accuracy, volume).

Became the lead "go-to" person for new reps and

particularly challenging calls as one of the company's

primary mentors/trainers of both new and established

employees.

Helped company attain the highest customer service ratings

(as determined by external auditors) -- earned 100% marks

in all categories including communication skills,

listening skills, problem resolution and politeness.

Officially commended for initiative, enthusiasm, tenacity,

persuasiveness, intense customer focus and dependability

in performance evaluations.

Completed voluntary customer service training to learn

ways to enhance customer satisfaction and improve

productivity.

Customer Service Agent

1/1997-4/1999, ETA Technology, Conyers, GA

Handled incoming calls from policyholders, responding to

inquiries, resolving problems and correcting policy

errors. Provided quotes and executed online policy changes

for auto, home and excess liability. Used consultative

selling techniques to provide leads for telesales

personnel.

Key Accomplishments:

Recognized as "#1 Customer Service Rep" (out of 20 reps in

division) in Fall 1998. Ranking was based on accuracy,

customer service, duration of calls and availability.

Co-developed on-the-job training program that reduced

training time from eight weeks to five.

Contributed to an 8% sales increase in 1998 by improving

lead-generation and sales-tracking techniques.

Education

10/1996-12/1996, ActionStudies Customer Service Skills

Training, Atlanta, GA

Completed five 4-hour modules of customer service

training. Topics included how to:

Greet transfer and hold calls

Build rapport, listen, clarify and manage conversational

flow

Manage upset customers, conflicts and challenging

situations

Deliver outstanding service, exceed expectations and build

long-term loyalty

Work in teams and in a self-directed environment

8/1989-6/1993, Avondale High School, Decatur, GA

8/2012-8/2013, Omni Tech Institute, Tucker, GA

Skills

Skill Name Skill Level Last

Used/Experience

Customer Service Expert Currently used/16

years

Call Center Expert Currently used/16

Service Operations years

Complaint Handling / Expert Currently used/16

Dispute Resolution years

Sales Lead Generation Expert Currently used/16

years

Data Entry / Records Expert Currently used/16

Management years

Multiline Phone Use Expert Currently used/16

years

MS Word, Excel and Intermediate Currently used/14

Access years

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