Customer Service High School
Resume:
Dusty Friday
*** ****** ******, *****, ** 512-***-**** *****.******@*******.***
Objective
Seeking a new opportunity in a good company that helps me to improve my skills, increase my current experienc e, fulfill
my personal goals and further my knowledge.
HIGH SCHOOL DIPLOMA MARCH, 2011 HUTTO HIGH SCHOOL
CURRENT EMPLOYER - MAY 2013
SEARS HOLDINGS CORPERATION
1300 LOUIS HENNA BLVD.
Round Rock TX, 78664
MANGER: SHEA FREDERICK
JOB TITLE:
SENIOR CUSTOMER SERVICE ADVOCATE (ESCALATIONS DEPARTMENT)
SKILLS & ABLILITIES
PROBLEM SOLVING:
● Provide assistance to the customers who contact Sears with problematic situations. Must independently
analyze the situation, interpret policy, and use good judgment skills within and outside policies, to
determine and execute effective and satisfactory resolution processes.
COMMUNICATIONS
● Ability to interpret business policy and/or business rules.
● Excellent verbal and written communication skills.
● Must be proficient with job related machinery/equipment including multi-screens within the computer
system and phones.
● Use proper professional business language. Ability to learn detailed information and adapt quickly to
changes.
● PC Knowledge.
● Complete internal documentation; and present information to and communicate with customers and
associates of Sears.
In my current job I started in our Teir 2 escalations department for customer service, about 6 months into my job I was
chosen to cross train in our Mattress Warranty Claims pilot (a new department we created for high demand calls) while
working in this department I was also crossed trained to support our Offline Complaint Email Queue and our refund
management department.
PREVIOUS EMPLOYER – NOVEMBER 2011-MAY 2013
THE HOME DEPOT
620 U.S HIGHWAY 79
Hutto TX, 78634
MANAGER: MICHAEL BALENTINE
SKILLS & ABILITIES
MANAGEMENT
●In my previous position as head cashier, time management is key. I make sure on a daily basis that all of my
responsibilities are complete. I make sure that the employees I supervise know I am there to answer questions, inform
them of changes or new procedures and to train them to do an efficient job.
PROBLEM SOLVING
●Patience
●Determination
●Easily understands and can solve technical problems
●Handling complaints from clients and customers
COMMUNICATION
●Good written and verbal communication skills
●Speaking in public groups among my peers
Example:
● Every month I put together what we call an “Accuracy cart”, a cart full of products “Look-a-likes” and hidden items to
test our cashiers. I observe the cashiers and then I go through the basket with them and teach them new ways to look
for hidden items and informing them of new product knowledge. I encourage them that the process is not a negative
process., I build this cart for a learning experience to make the employees aware of oversights that may occur.
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LEADERSHIP
●Coaching,/guiding
●Delegating task and responsibilities
●Creating new id eas and new procedures
●Motivating
●Teaching formal or informal tasks
●Able to lead others in high demand situations
Experience
CASHIER/WAITRESS LUBY’S MARCH 2011-MAY 2011
200 N I-35 Round Rock, Texas
DUTIES
●Customer service
●Tending to the customer’s needs
●Cashier when needed
●Cleaning
●Stocking
LAWYER’S ASSISTANT (SELF CONTRACTOR) STEVEN C. COPENHAVER SEPTEMBER 2011-NOVEMBER-2011
310 Austin Ave Georgetown, Tx
Supervisor: Melody Hadden
DUTIES
●Answering Phone calls
●Filing legal documents through Williamson County Court
●Obtaining client information
●Organizing client case files
References
Craig Holbert Christina Walker Rachel Baker
Job title: Job Title: Job title:
AT&T The Home Depot Midland Business Systems
MSOC Coach Austin, TX Front End Supervisor Office Manager
254-***-**** 512-***-**** 432-***-****
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