JAMES BRADSHAW

**** ********* ****

JACKSONVILLE, FL

MOBILE: 904-***-****

acev2j@r.postjobfree.com

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CUSTOMER SERVICE REP / 2 YEARS' EXPERIENCE IN CALL CENTER SETTINGS

Polished, professional customer service rep offering:

* Two years of experience providing excellent customer service in busy call center environments managing accounts in delinquent status.

* An unwavering commitment to customer service, with the ability to build great rapport while resolving complex issues and winning the customers 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.?

* One year in management by showing great knowledge, a willingness to learn, and providing team support while building positive work relationships with co-workers that helps increase company expectations

EXPERIENCE

Customer Service Representative (Manager)

2/2013-Present, E-State Processing, Jacksonville, FL

Handle customer inquiries, complaints, negotiation, billing questions and payment extension/payment processing, locates the source of the complaint for problem resolution and designs best-option for both parties.

Key Accomplishments:

* Managed a mid-volume workload within a deadline-driven environment. Resolved an average of 350 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 entry level employees.

* Completed voluntary customer service training to learn ways to enhance customer satisfaction and improve productivity.

Customer Service Representative

2/2012-1/2013, Johnson Debt Mediation, Jacksonville, FL

Handle customer inquiries, complaints, negotiations, billing questions and payment extension,

Key Accomplishments:

* Promoted to team lead six months on the job.

* Developed system to maintain account distribution and increase account resolution.

EDUCATION

9/1996-6/2000, Dewberry Learning Center, Jacksonville, FL

SKILLS

Customer Service

Call Center Service Operations

Complaint Handling/Dispute Resolution

Data Entry/Records Management

Multiline Phone Use

MS Word and Excel

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