Customer Service Representative
Resume:
RESUME OF:
Levolia J. Glover
**** * *-*** ******* Rd APT#2
Oklahoma, OK 73139
OBJECTIVE: To obtain a Customer Service Representative position that will allow me to
utilize my experience and knowledge to enhance the production of the support staff and
company.
SUMMARY OF QUALIFICATION:
-Experience in building effective teams to support client programs, products and services
-Proficient in handling inbound and outbound calls in an extensive call center environment
-Excellent knowledge and working experience in implementing quality assurance processes and
procedures
-Strong background in trouble shooting and resolving customer issues in a timely manner
-Excellent communication and presentation skills, self starter, quick learner and team player
-Consistent with maintaining service, talk/wrap time, data, at both client and consumer
satisfaction levels.
Possess strong team leadership, motivational, and coaching skills within call center
environments
COMPUTER SKILLS:
Strong Efficiency In: Power Point, Excel, C++, JAVA, Access, Word, Windows 95/98,
System Analyst and DOS
RELEVANT EXPERIENCE:
Express Employment Professional, Oklahoma City, OK 3/2011-Present
Receptionist/Clerical
Answered multiple phone lines
Multi task with filing, taking messages and sorting files
Preparing mail to be delivered including sorting and stamping document
Data entry for appointments and cancellations
Child Care Giver, Oklahoma City OK 6/2011-3/2013
Child Aid
-Provided care for children
-Cleaned house
-Took children to school
-Prepared meals
Xerox/ACS, Oklahoma City, OK 7/2010 – 4/2011
Customer Service Representative
-Provide quality customer service with a high volume call center
-Respond to customer calls and inquiries regarding service and billing issues
-Collect customer demographics and payments on orders placed.
-Accurately and efficiently provide service locations to accommodate customer’s needs
-Keep apprised of products, services, promotions and warranties
-Expedite and facilitate the escalation of customer service issues
-Ensure strict adherence to company policies and procedural guidelines
Temporary Agency, Oklahoma City, OK 10/2001 – 6/2010
Call Center Customer Service Representative/Supervisor
-Direct liaison between clients, supervisors, and call center employees
-Provided effective feedback, coaching, training, professional development, and corrective action plans
-Completed quality checks and reviewed performance reports to identify areas of improvements
-Implemented measures to improve performance levels to meet team objectives
- Developed techniques for customer service representatives to drive revenue growth
-Monitored interaction between staff and callers to ensure quality assurance standards
-Provided sound resolution for trouble shooting issues for both customer and company
Staffing Agency, Wichita, KS 1/1998 – 9/2001
Administrator/Customer Service
-Provided excellent administrator service for Law Firm of (5) Attorney’s
-Answered multiple phone lines connecting clients to appropriate Attorney
-Multi task with filing, data entry, recorded messages and office inventory
-Properly opened and closed the Law Firm office daily
EDUCATION:
Received GED - 1976
Computer Programming Technology Certification
Vatterott College – 9/2001
REFERENCES UPON REQUEST
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