Customer Service Sales

Giselle G. Walton

**** ******** **** ** *******, GA 30906

Phone 706-***-**** Email: *********@*****.***

July 27, 2015

Dear Sir/Madam:

My Name is Giselle Walton. I am contacting you regarding the open position with your company. My educational background in Business Administration and Management, along with my professional experience, makes me an excellent candidate for this position.

As you will see from the enclosed resume, I have more than five years of experience in the fields of customer service and management. My resume shows that I have been consistently rewarded for hard work with promotions and increased responsibilities. These rewards are a direct result of my expertise in leading and developing teams, my commitment to personal and professional excellence, and my excellent written and oral communication skills.

If you have questions, or if you want to schedule an interview, please contact me at 706-***-****. I look forward to meeting you to further discuss employment opportunities with your company.

Best Regards

Giselle G. Walton

PROFILE

High integrity, energetic leader, known for ability to envision and create successful outcomes in complex situations. Diverse industry and functional expertise with a tenacious commitment for driving sales, profit and market-share growth.

AREAS OF EXCELLENCE:

Business Development

Managing Budget and P&L

Redesigning Business Processes

Leading & Developing Teams

Growing Revenue and Profit

Forming Strategic alliances

Leading Change

SUMMARY OF QUALIFICATIONS:

Highly skilled in planning, scheduling, and staffing.

Promote company changes in a positive manner.

Organize and maintain files, manage project documents (i.e. spreadsheets, checklists, trends, surveys) and compose correspondence independently for customers, based on store needs.

Develop customer relations and provide exceptional personalized customer service.

Independently prioritize, plan, and schedule all tasks in order of importance.

Team player with ability to communicate effectively with others. Take 100% responsibility individually and for the team members.

Regularly participate in team meetings and take on team roles.

Express a belief in the potential of each team member.

Evaluate each employee, observe and prepare employee reviews, and determine salary adjustments.

Effectively hire and terminate employees according to their abilities

Effectively communicate the benefits and value of products/services.

Resolve issues relating to loss prevention, facility security, and legal matters.

EXPERIENCE:

T-Mobile

Customer Service Coach –Retention 2014 to 2015

●Meet and exceed quality and customer satisfaction goals to ensure customer retention and uphold the T-Mobile brand by providing real time support, coaching and feedback to representatives.

●Offer effective positive and constructive feedback to drive results.

●Minimize call escalations through effective coaching and support and handle escalated calls.

●Facilitate accurate credits and adjustments as well as supervising team members in the facilitation of accurate credits and adjustments.

●Create and foster a positive, successful, and professional work environment where employees choose to work and achieve their goals.

●Offer frequent formal and informal recognition.

●Communicate business strategies and results to CSRs, empowering them as they resolve customer issues.

●Provide timely feedback to the management team on customer trends, issues and needs.

●Build solid productive relationships with all levels of leadership and support teams.

●Facilitate effective and supportive team relationships. Resolves operational and interdepartmental problems quickly.

●Ensure that team members obtain the appropriate training and support to best apply their knowledge and skills on the job.

T-Mobile

Customer Service Senior Representative –Retention 2013 to 2014

●Necessitate competency in customer focus, change & innovation, strategic thinking, relationship building & influencing, talent management, results focus and inspirational leadership.

●Provide customer satisfaction through effective and timely resolution of a variety of customer inquiries.

●Review exception reports to identify customer accounts with potential errors which prevent the accounts from receiving appropriate treatment.

●Provides guidance and serves as a resource for reps.

●Use the automated and training tools provided to deliver exceptional customer service.

●Appropriately disburses adjustments and account credits in accordance with T-Mobile policy.

●Fills in for an absent Coach

T-Mobile

Customer Service Representative I & II 2010 to 2013

●Resolve customer service inquiries in technical and billing across the U.S.

●Responsible for escalated customer issues to effectively satisfy company customer objectives.

●Maintain call resolution time while maintaining a courteous demeanor toward the customer.

●Maintain telephone and data communication by attending new device and technique training monthly

AGY (Advanced Fiberglass Yarns)

Procurement Specialist 2006-2009

●Managed all purchases with emphasis on direct and raw materials.

●Completed Maintenance Repair Organization (MRO) buys using the Oracle system.

●Managed physical inventory process to develop contingency plans by using databases and reports to include cycle counts, slow moving and obsolete inventory disposal.

●Direct involvement with Plant production management and production schedules.

●Competitively bided on and negotiated contracts/agreements with suppliers to improve the cost/quality/delivery.

●Analyzed options and monitored qualification processes, assuring MSDS approvals, and approved new supplier selections.

●Identified and implemented purchased materials cost savings programs, coordinated trials with manufacturing, tracked progress and ensured ongoing improvements.

●Managed staff of 4, by monitoring attendance, vacation, scheduling, reprimand, organizational planning, staffing, and analysis for storeroom and receiving employees.

●Identified, analyzed, and recommended solutions regarding structure and administrative procedures

●Facilitated meetings with employees and union advocates to review grievances and conflict resulting in arbitration reductions.

●Performed internal audits as a certified ISO 9001 auditor.

AGY (Advanced Fiberglass Yarns)

Executive Assistant 2005-2006

●Provided administrative support for Vice Presidents of Planning and Operations, Science & Technology and Information Systems along with Finance Managers as follows:

●Coordinated international travel arrangements

●Complete correspondence requests by dictation/cell phone/email/prewritten document.

●Responsible for meeting logistics including venue, equipment, meals and presentations.

●Efficiently coordinated with each Vice President to manage calendars for meetings and event

●Created and generated PowerPoint presentations and excel spreadsheets by using information provided.

●Created and maintained charting spreadsheets to illustrate goals, monthly efficiencies and trends within the Operations organization.

●Administered Verizon Cellular phone contract, updated internal and external website and share software tips & tricks for IS organization.

●Placed lab orders, maintained time sheet and vacation tracker spreadsheets for R&D Engineers.

●Managed daily operations for World Headquarters to include mailroom, office kitchen, and mail/courier support and maintaining office supplies and equipment.

Cingular Wireless

Business Account Executive 2003 to 2005

●Developed sales packages for businesses with 15-99 employees in the Augusta market.

●Provided Cingular solutions for both voice and data products to all levels of management and potential customers.

●Utilized time management to strategize daily sales and customer support.

●Defined objectives and strategized daily sales and customer support.

Comcast Cablevision

MIS Supervisor 1998-2001

●Administered Cable data SQL billing system for the Augusta area.

●Provided updated reports on all aspects of operations for the MIS department to including employee progress.

●Managed and trained 5 employees in accordance to company attendance, vacation and ethical policies.

Jones Intercable

Marketing Coordinator/Secretary/Specialist 1989-1998

●Coordinated all media buying, spot trafficking and coordination of special projects.

●Created and organized marketing presentations and processed marketing related expenditures.

●Researched all charitable organization requests, built, tracked and analyzed marketing spreadsheet.

●Trained customer service representatives on any given campaign.

Certifications

ISO 9001 Internal Auditor

Computer Skills and Operating Systems

SQL, SEB, CARD, T-BOL, CARE, Seibel, MS Office, Lotus, Lotus Domino, PBX, POS, Internet Explorer, MP2 System, ORACLE, Kronos, Watson, Samson, Quickview

Education

University of Phoenix - AA in Accounting

University of Phoenix - BS-Management

University of Phoenix MBA 2013

Additional Experience

Cub Scout Den Mother 2002 -2005

Hospitality President – Faith Gospel Service 2009 - 2011

References

Dana Byrd 706-***-****

Stephen Parsons 706-***-****

Roxanne LeSene 909-***-****

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