Customer Service Management

A mir Stevenson

**** **** ****** *** *** Vegas, Nevada 89148 951-***-****

[ ****.*********@*****.***]

O bjective:

I am looking for a position at this company where I can maximize my customer

service, project management, leadership skills and create new and exciting tools.

S umma ry:

I have over six years’ experience in customer service and management. I am

familiar with a lot of different aspects of all call center and Management protocol.

F ur thermore, I have great management skills. I work well alone or in a group. I

have worked on both small and large projects.

E ducation:

M arch Mountain H igh Moreno Valley, CA

1999-2003 Graduated on Honor Roll and Perfect Attendance

Diploma, General Education

GPA: 3.2

Employment H istory :

2013-P resent Manager

P.A.R SL.

In my present position I am responsible for front and back end responsibilities.

L isted are majority of the duties I’m responsible for; manage an office of 12

employees, open and closed office, run payments, distribute accounts into reps desk,

negotiate with attorneys in order to resolve client’s debts, handle payroll, talk offs,

help customers come with resolution to get debt resolved, and work with owners

sharing ideas to establish better business, and conduct interviews.

2012-2013 Team Managers

Frontier Financial Group, Las Vegas, NV

M anaged team members to ensure quality customer service was administered.

M aintained strict schedule to ensure shifts where covered. Performed talk offs to

negotiate client’s balance in full, settlement offers, and process payment. Upon

customer’s request sent balance in full letters/ settled in full letters etc. Conducted

monthly call quality reviews, listened to representative calls, reviewed and provided

constructive feedback on call monitoring. Assure advocates are adhering to schedule

b reaks and lunches. Furthermore we also would conduct team meetings before the

s tart of each shift reviewing daily t rackers, objectives, inspirational quotes, and

means to hitt ing and exceeding monthly goal.

2007-2008 Dept. Supervisors

John’s Incredible Pizza, Riverside, CA

In teract with guest, team members, and management to help maintain cleanliness,

f riendliness, and freshness of John’s. Assist management to ensure guest

satisfaction, team member efficiency safety and securi ty. Supervise and t rain 10 to

40 team members on problem solving skills, attention to detail, strong wri t ten and

verbal communication skills. Speak effectively before groups of guest and or team

members. Apply all positions at Johns.

2003-2005 Floor Supervisors

C ingular Wireless, Santa Ana, CA

Assist customers with email, browser, and t roubleshooting devices. In teract with

other departments to resolve customer issues or provide additional services. Sell all

p roducts and services offered by company. Maintain strong knowledge of all

company products, services, accessories, pricing plans, promotions, and service

features. Maintain knowledge of competitive offers. Handle service inqui ries from

customers. Provide efficient courteous customer service and assistance in all

aspects of product offerings and services.

P rofessional Skills:

Windows In ternet

V ista Email

Word Calendar

10-key 65

WPM

Certificate/Skills:

Perfect Attendance

Communication Certificate

M ul tiple Excellent Customer service Awards

Awarded H ighest Goal Achieved on Projects

Reference upon Request

Contact this candidate