Customer Service Representative

Professional Summary

Performance coach with applicable and extensive sales, retail, and customer

service experience.

Education

May 2002, East Central Community College, Decatur, MS

Associates, Psychology

Professional Experience

Affiliated Computer Services, Houston, TX 2009-Present

Performance Coach / Customer Service Representative

. Mentored new agents during training period.

. Demonstrated expertise in problem solving, technical support, and

customer satisfaction.

. Provided guidance to and created action plans for agents who did not

achieve monthly goals.

. Facilitated small group training sessions as needed.

. Liaised with customers on behalf of new agents as supervisory support.

. Maintained 95% or higher Issue Resolution average at all times.

. Consistently exceeded monthly sales goals.

. Averaged 70-85 calls per day while maintaining low Average Handle Time.

. Met all Quality Assurance criteria on a monthly basis.

Dixon Interior & Finishing, Jackson, MS 2008-2009

Operations Manager

. Prepared and finalized payroll for over 25 employees.

. Streamlined administrative processes to generate time for more demanding

activities.

. Created estimates and invoices.

. Assisted with accounts payable and receivable as well as collection

efforts.

. Performed routine administrative functions.

AT&T, Jackson, MS 2007-2008

Customer Service Representative

. Provided assistance to multiple customers regarding wireless service and

account information to resolve pending issues in a timely manner.

. Satisfied monthly quotas.

Home Depot, Madison, MS 04/2007-12/2007

Inventory Manager

. Conducted price changes for mark-ups and clearance.

. Amended pricing reports as needed to keep internal systems up-to-date.

. Delegated departmental responsibilities to associates.

. Processed merchandise orders.

. Assisted with customer service related issues.

Wal-Mart, Clinton, MS

Pharmaceutical Associate 2003-2007

. Finalized payment transactions.

. Operated in other departments as needed.

Professional skills

. Exceptional communicator who successfully expresses information verbally

and in writing.

. Experienced trainer with confidence to effectively present to large

groups.

. Flexible and able to learn new concepts and systems within a fast paced

environment.

. Analytical as well as proficient in internal and external conflict

resolution.

. Established leader and motivator who demonstrates outstanding

interpersonal skills.

Computer Skills

. Microsoft Office Suite

. Adobe Photoshop

. Adobe Publisher

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