Customer Service Management

Misty Wright

***** ******** #*- ***** ****, MI 48030

Phone: 313-***-****- Email: *******@*****.***

To obtain a customer service position, where I can best utilize and

showcase my customer service skills and advance within the organization.

Education:

2013-Present Oakland Community College- Royal Oak, Michigan

Studying Business Accounting

Work Experience:

Aditya Birla Minacs, Warren, Michigan

Outsource company for General Motors, Verizon Wireless, Apple,

Netflix, and Chrysler Corp.

Position: OnStar Technical Assistance/Casework Advisor 2011-Present

. Handle multiple types of calls from subscribers, dealers, etc.

. Create and resolve individual case reference files and update case

management database

. Document and resolve complaints or issues

. Research, analyze and troubleshoot customer problems that may involve

any or all scopes of the OnStar service

. Perform outbound follow up on existing cases

. Listen attentively to customer needs and concerns

. Use several different applications to root cause and resolve customers

calls

. Provide customers with step by step directions to their vehicle

. Utilize Internet and software platforms while providing a high level

of customer service

. Meet designated goals for AHT (Average Handling Time) per call in a

high volume call center

. Verify all personal information and process account changes

. Comply with all federal privacy laws

. Sale HFC (Hands Free Calling) minutes to customers

. Process credit card payments

. Process request such as vehicle diagnostics, vehicle emails, minutes

verified, commands for HFC unit and vehicle capabilities using

OnStar's system

Olympia Entertainment, Inc. Detroit, Michigan

Management Company for Joe Louis Arena, Cobo Arena, Fox Theatre, City

Theatre, Detroit Red Wings, Inc., Hockeytown Authentics Store and

Hockeytown Caf Restaurant

Position: Courier 2005-2011

. Office Assistant

. Responsible for the safe delivery and collection of confidential

information to Ilitch Holdings and various related companies

. Pick up, sort and distribute all incoming and outgoing mail

. Operate and troubleshoot postage machine

. Process certified, registered, return receipt and overnight mail

. Interact with outside vendors such as FedEx and UPS for proper

delivery

. Verify and maintain all records of incoming and outgoing shipments and

prepare items for shipment

. Order office supplies and monitor inventory for Joe Louis Arena

. Produce mailing labels and reports as requested

. Provide face-to-face customer service (internal and external)

. Maintain appropriate interpersonal relationships with colleagues,

management and consumers

Awards and Activities

Received High Honor Roll Award

Received GM/ Wayne State Engineering Program Award

Participated in Serve-a-Thon at Children's Hospital

Received Most Improved in Trigonometry Award

REFERENCES FURNISHED UPON REQUEST

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