Customer Service Human Resources
Resume:
Kendra Thomas
Chicago, Il *0610
**************@*****.***
Education: DePaul University, Chicago, IL Graduation-June 2006
Bachelor of Arts in Sociology
Minor in Psychology
Keller Graduate School of Management, Chicago, IL- June 2014
Master’s in Human Resources Management
Relevant Work Experience
March 2014-Present-Collections Representative, Enova Financial
-Processed all incoming payments
-Negotiated Payment arrangements with customers in the United Kingdom
April 2013-March 2014-Student Finance Consultant, DeVry University
-Responsible for assisting student with financial options for their education
-Created estimated financial plans for students regarding cost for tuition
-Educated students on aggregate loan limits as well as Pell Grant eligibility
December 2012-March 2013- Customer Service Coach, Xerox Services
-Interviewed applicants for Customer/Sales positions
-Managed the FMLA process for associates that directly reported to me
-Help in creating operational proposals for the call center
-Reviewed and processed payroll items in Front End Payroll System
June 2011- December 2012- Customer Service Floater Coach, United States Cellular
-Lead Leadership Coverage for extended coach absences
-Identified consistency opportunities across the Leadership Team and developed solutions to drive
consistency and increase morale.
-Being available for Leadership Support across the Customer Service Enterprise.
-Served as project lead on multiple center and enterprise initiatives.
-Attended weekly quality calibrations to align center leadership
February 2010-June 2011: Customer Service Coach, United States Cellular
-Responsible for taking escalated calls on a daily basis
-Conducted weekly discovery sessions to enhance associates interactions with the customer base
-Reviewed and monitored weekly financial adjustments for no more than 12 associates
-Facilitated trainings sessions to associates imperative to improving the customer experience
April 2008-February 2010: Customer Care Associate, United States Cellular
-Enhanced existing customer experiences by reviewing billing, as any other desired requests
-Assisted customers with new activations on their accounts
-Helped clients to enhance their ability to understand various price plans that complimented their
needs
-Handled recurring technical issues with cellular devices
-Product liaison with manufacturers including BlackBerry®, Motorola and Samsung.
August 2007-February 2008: Customer Care Associate, Security Associate International
-Took all phone payments in a timely fashion
-Investigated potential security alarms for customer
-Researched potential fraudulent activity on accounts
-Served as first responder to potential security malfunctions and exhausted all possibilities before
transferring to a more advanced department.
July 2007-September 2007: Market Research Recruiter, Fieldwork Quant Group
-Conducted surveys over the phone with candidates across the country
-Scheduled qualified candidates for interviews and focus groups
May 2005-June 2006: Entrance Attendant, Ray Meyer Fitness & Recreation Center
-Enforced facility polices on a regular basis
-Responsible for inventory of pro shop items
-Scheduled racket ball court reservation using CSI system
-Implemented the hiring and training committee for the center
-Conducted and scheduled interviews with prospective employees
September 2004-February 2007: Desk Receptionist, DePaul University Housing Services
-Documented all guests that entered the residence halls
-Created incident reports for disturbances that occurred on campus
-Served as the first line of defense for residents
-Assisted with floating to various residence halls in the event a receptionist was absent
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