Customer Service Manager

Nicole Ramsey

Customer Service/Call Center/Human Service

Fall River, MA

***********@*****.*** - 508-***-****

• Over 13 year's proven experience working in administrative as well as customer service related positions in

a variety of settings with diverse populations

• Exceptional interpersonal and organizational skills with strong attention to detail

• Ability to multi-task and anticipate needs as well as excellent verbal and written communication skills

WORK EXPERIENCE

Clerk

department of transitional assistance - Fall River, MA - September 2014 to Present

Virtual Reservations Agent

Starwood Hotels & Resorts MA - 2013 to Present

Answer over 100 inbound calls daily

• Generate, modify, confirm and cancel hotel reservations across the world

• Solves minor issues between guest and hotels

• Navigates guest through the company website for information

Call Center Rep/ Training Coach

Avenue100 Media Solutions Inc - 2012 to 2012

Answered 100-300 inbound/outbound calls per 4 hour shift

• Provided educational information to potential students

• Maintained DOE policies and procedures in a regulated environment

• Trained all new employees on systems and scripts

• Maintained professional and knowledgeable relationships with hundreds of colleges, universities and trade

schools

Call Center Rep/ Assistant General Manager

MaidPro Inc - Boston, MA - 2006 to 2009

Started in the call center answering local office calls across the country

• Provided quality control performance checks on other call center reps

• Promoted to assistant general manager of local Boston office within six months of employment

• Handled Payroll/ vacation time

• Responsible for daily currency transactions

• Managed 22 service providers

Data Entry Clerk

Secure Records - Charlestown, MA - 2006 to 2007

Utilized company database to get work orders for the day

• Communicated daily with different hospitals and private medical practices to obtain confidential patient

records

• Retrieved medical records for attorneys in litigation or preparing for litigation

Customer Service Rep/Switchboard Operator

Total Connections - Boston, MA - 2004 to 2006

Answered between 1500 - 1700 inbound calls for hospitals, private doctors, and other companies needing

answering services

• Entered phone call information into database while on phone with customers or people needing assistance

Data Entry Clerk/Receptionist

St. Elizabeth's Hospital - 1997 to 1998

Responded to 100 patient calls daily to answer questions, schedule appointments and take messages for the

doctor

• Entered patient information and doctor notes into hospital database

• Filed patient charts alphabetically and pulled charts for next day appointments

Customer Service Representative

Labor Ready - Boston, MA - 1997 to 1998

Opened office daily and gathered day laborers together

• Distributed work assignments and paid workers daily

• Assisted companies in need of day laborers with contractual agreements and wage requirements

EDUCATION

Diploma

Boston High School - Boston, MA

1996 to 2000

Nursing Aid

Health Care Institute - Brockton, MA

2000

ADDITIONAL INFORMATION

• Proficient computer skills: Microsoft Office: Word, PowerPoint, Outlook, SEO/SEM systems, Five9

application, Saratoga, ione, and avaya virtual phone systems

Contact this candidate