Customer Service Representative
Resume:
Allison Livsey
Cartersville, Ga 30120
********@*****.***
********@*******.***
CUSTOMER SERVICE REP / 6 YEARS' EXPERIENCE IN CALL CENTER SETTINGS
Polished, professional customer service rep offering:
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
11/2008-Present, CCH Small Firm Services/Kelly Services Kennesaw, Ga
Handle incoming calls, respond to questions about all supported products, bank products, specific
returns, e-filing processes, and other products or services. Ability to deal tactfully with customers/co-
workers. Log all calls and/or emails taken either from customers or co-workers. Possibly answer emails
and faxes. Performs other duties assigned by supervisor or member of the Management Team.
Key Accomplishments:
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.
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.
Consumer Recovery Specialist
4/2008-8/2008, West Asset Management, Marietta, Ga
Collecting assigned budget on a monthly basis, collecting as many overdue accounts as possible; making
arrangements with debtors to pay debt in full or to set up the best possible arrangements; documenting all
collection activity in the FAC system in a concise and accurate manner; correcting any deficiencies or
oversights as outlined by supervisor, Collection Manager or Operations Manager during telephone
monitoring, file activity or production reviews; maintaining good public relations; and performing other
duties/responsibilities as required.
Key accomplishments:
Recognized as the one of the top debt collectors in the Wachovia checking accounts division.
Promoted to BOA (Bank of America) credits accounts.
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.
Customer/Service Sales/Telemarketer * (* indicates previous employment)
09/2005-04/2008, Resort Services, Cartersville, Ga
Made cold-calls and received inbound calls to and from prospective timeshare owners.
Asked a series of questions concerning the individuals vacation interest.
Scheduled callbacks for the marketing department to call the prospective owners to provide a detailed
description of the vacation of their choice.
Key Accomplishment
Recognized as "#1 Customer Service Rep" (out of 20 reps in division) in Fall 2005. Ranking was
based on accuracy, customer service, duration of calls and availability.
Contributed to an 8% sales increase in 2006 by improving lead-generation and sales-tracking
techniques.
Co-developed on-the-job training program that reduced training time from eight days to five.
Education
2005-2006, Georgia Highlands College Cartersville, Ga-Business Administration
2004-2005, American InterContinental Univ. Atlanta, Ga-Fashion Merchandising
1999-2003, Cartersville High School Cartersville, Ga-College Preparatory Studies (GPA 3.2)
Skills MS Office, Outlook, & Access; Windows 98 & ME; Excel; IES & higher
people person, superior written and verbal communication skills,
strong work ethic, and leadership skills
Contact this candidate