Manager Customer Service

Casandra Serkowski

**** ***** ******** ***** *** 3 Los Angeles, CA 90019 ~ 920-264-

**** ~ ************@*****.***

Summary

Dedicated professional seeking a challenging position where utilizing skills in

communications will help to enhance service and productivity.

Employment H istory

Above Ma rketing Glendale, CA March 2014 to

P resent

Customer Support Representative

• Answers inbound calls as customer support for online dating and

background check websites

• Ut ilizes internet based programs to verify customer information and

usage

• Cancels accounts per the customer’s request and provide necessary

refunds

• Excels in de-escalation of i rate customers

Expert Global Solutions/APAC Customer Services G reen Bay, WI Jan

2010 to May 2013

Licensed Customer Care P rofessional

• Served as a Subject Mat ter Expert by leading peer t raining and skill

coaching sessions Participated in f loor support for representatives of

a ll levels

• Consistently exceeded all KPI's to support members and clients

• Successfully retained American Express cardholders insurance policies

Member Services Representative

• Received inbound calls from insured Blue Cross Blue Shield members

• Assisted members by providing accurate benefit information, explained

and adjusted applicable claims

• Assisted new employees by acting as coach for t raining classes

D R M, I nc./Arby's G reen Bay, WI June 2008 to

J an 2010

Assistant Manager

• Assisted the General Manager with running the store

• Job duties included payroll, scheduling, assigning daily tasks to

employees, inventory and following up with customer's questions and

concerns

• Prepared store for new and upcoming promotions and sales

Papa John’s G reen Bay, WI Oct

2007 to June 2008

Shift Manager

• Assisted the General Manager with opening and closing the store

• Prepared food, assisted customers, t rained employees and completed

daily inventory

• Performed all other daily tasks as assigned by General Manager

Education

Alexander H amilton H igh School M i lwaukee, WI

Business and Finance C lass of 2002

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