Customer Service Rep

Simone T

McFarlane

**** ***** *** *****: 863-***-****

************@*****.***

Lakeland, FL 33801 A lt Phone: 863-***-****

M ission Statement

Polished, professional customer service rep offering:

• 7+ years of experience providing customer support in busy call center environments..

• 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

c reatively, and use tact and diplomacy to find common ground and achieve win-win

outcomes.

• Managed a high-volume workload within a deadline-driven environment. Resolved an

average of 250+ inqui ries in any given week and consistently met performance

benchmarks in all areas (speed, accuracy, volume).

C areer Snapshot

K ey Accomplishments:

• Became the lead "go-to" person for new reps and particularly challenging calls as one of

t he company’s primary mentors/trainers of both new and established employees.

• Helped company attain the highest customer service ratings (as determined by external

auditors) -- earned 100% marks in all categories including communication skills, listening

s kills, problem resolution and politeness.

• Officially commended for initiative, enthusiasm, tenacity, persuasiveness, intense

customer focus and dependability in performance evaluations.

• Temporarily was a Team Leader and my team was # 1 for the entire t ime I was responsible

for that team.

• Plus, recognized as top seller for the entire site for 4 consecutive months.

• Lastly, came up with the sites lead t ransition into upselling U-verse products.

E mployment H istory

C ustomer Service Rep

03/2013 - Current Sykes Enterprises Inc. 1144 Griffin Rd, Lakeland, FL

Pro-actively handled customer inquiries, complaints, billing questions and payment

extension/service requests. Efficiently calmed irate callers, rebuilt t rust, locate resources for

p roblem resolutions. Professionally, in teracted daily with internal partners within the company

to determine optimal resolutions for the customer. Projectively upsell Uverse products (TV,

i nternet, & home phone). Also, suggested upgrades, rate plan changes, new devices, accessories

and etc to existing and new customers.

Cashier

08/2011 - 10/2012

Wal-Mart

3501 South Florida Avenue, Lakeland, FL

F ront Desk Receptionist

08/2008 - 01/2009

Lakeland Housing Authori ty

430 S Hartsell Ave, Lakeland, FL

Politely welcomed clients by greeting them in person or by telephone. Efficiently maintained

securi ty by following procedures, monitoring logbook and issuing visitor badges. Always kept safe

and clean reception area by complying with procedures, rules, and regulations. Maintains

continuity among work teams by documenting and communicating actions, i r regulari ties, and

continuing needs. Contributes to team effort by accomplishing related results as needed.

Customer Service Rep

04/2007 - 08/2008 Sykes Enterprises Inc. 333 N Lake Parker Ave, Lakeland,

FL

Professionally processed i nbound calls and emails from clients wanting to purchase merchandise

for special occasions. P roactively provided f loor support for my colleagues which included

efficient handling of customer escalations.

E ducation H istory

Completion Issuing Location Qualification Course of Study

D ate I nstitution

12/2016 Polk State College Lakeland, Associate's L iberal Arts

FL Degree

05/20/2009 West Area Adult Lakeland, H igh School General H igh School

School FL D iploma Curriculum

Accurately entered purchases into cash register to calculate total purchase price. Courteously

accepted various forms of payment according to established procedure. Efficiently counted money

and gave correct change and issued receipt for purchases. Precisely maintained sufficient

amounts of change in cash drawer. Meticulously t rained new cashiers and politely assisted

customers in locating specific i tems. Consistently kept a neat work area. Proactively helped in

other areas of store, such as clean-up, shelf-stocking, or keeping merchandise displayed in an

orderly manner.

References

B renda Kemp, Daycare Owner Henry Brieger, Account Yolanda Voss, Team Manager

Brenda's Li t t le Helpers M anager Sykes Enterprises Inc.

1101 E Rose Street Sykes Enterprises Inc. 1144 Griffin Rad

Lakeland, FL 33801 1144 Griffin Road Lakeland, FL 33805

863-***-**** Lakeland, FL 33805 386-***-****

Personal reference known for 9-863-***-**** Supervisor reference known for 1

year(s). Supervisor reference known for year(s).

1 year(s).

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