Customer Service Care

KELLY M LEWIS

**** ** ***** **** *****, FL *****

*************@*****.*** 850-***-****

PROFILE

Dependable Customer Service Supervisor possessing management experience and a willingness to take on added responsibility to meet and exceed company's projected goals.

Enthusiastic team player with a strong work ethic and advanced complex problem solving skills. Skills include intermediate level with programs such as Microsoft Office, Excel, Power Point, CS Tools, and Sartre.

SKILLS & ABILITIES

• Self-motivator

• Dependable

• Experienced

• Exceptional interpersonal communication

• Effective leader

• Consistently meet goals

• Staff training/development

EXPERIENCE

OFFICE MANAGER

WHEELER INSURANCE

2015- PRESENT

* Operate multi line switch board

* File

* Daily deposits into sweep account

* Obtain information needed for insurance quotes

* Reconcile customer files

* Send and respond to company emails

* Fax insurance information to customer and/or businesses

CUSTOMER SERVICE REPRESENTIVE

MEDIACOM COMMUNICATIONS

2014-2015

* Answer calls in a timely manner

* Trouble shoot customer's equipment

* Start new and manage current accounts

* Handle any billing concerns customers may have

CUSTOMER SERVICE/SALES

MASSAGE ENVY

2014-2014

* Greeted prospective and current customers

* Pulled clients folders and assigned them to the proper therapist

* Contacted clients to confirm appointments

* Oversaw cleanliness of clinic to ensure clients have a relaxing experience

* Obtained business of prospective clients

* Took payments over the phone and in person

CUSTOMER CARE SUPERVISOR

PUBLISHER’S CIRCULATION FULFILLMENT

2010-2013

• Managed a team of 17-25 agents

• Maintained and monitor desired service levels in support of company goals

• Ensure quality of all customer contacts and transactions

• Ensure efficient (one contact) customer complaint resolution

• Monitor and review achievement of individual and team performance targets including schedule adherence, calls per hour, call quality and other key performance metrics

• Guarantee team's skills and knowledge is up to date and agents have the necessary tools to enable them to perform their job effectively

• Motivate team to meet and exceed performance targets

• Provide a positive atmosphere for agents to develop necessary skills

CUSTOMER CARE COACH

PUBLISHER’S CIRCULATION FULFILLMENT

2009-2010

• Providing agents with call handling expertise

• Offer support to ensure the highest quality of customer satisfaction

• Oversee the proficiency of new agents prior to being released to their new supervisors

CUSTOMER CARE AGENT

PUBLISHER’S CIRCULATION FULFILLMENT

2007-2009

• Responsible for creating new customer delivery accounts

• Provide billing assistance and correct discrepancies

• Assist and resolve any customer delivery issues

• Help manage and register on-line accounts

FRONT DESK SUPERVISOR

HOLIDAY INN RESORTS

2006-2007

• Managed front desk staff of 6-10

• Ensured guest received outstanding and courteous service

• Assisted managers in multiple departments with any guest related issues

• Promoted teamwork

OFFICE ADMINISTRATOR

REXEL SOUTHERN

2004-20006

• Operated 19 line switch board

• Filing

• Invoicing

• Daily deposits

• Inventory control

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