INGRID FRAY

PO Box ***, Lakeland FL ***** 863-***-**** acs74r@r.postjobfree.com

Educator with 9+ years of teaching experience as well as 10 + years of Customer Service experience with inbound and outbound calls working with consumers to identify their needs and develop solutions regarding their inquiries. Seeking to leverage my proven training, customer service, sales, and communication skills as your managers to effectively help your company achieve its objectives

Summary of Skills

CUSTOMER FEEDBACK – ICT Group

Improve support service level by 10%

Supervised joint committee that developed and executed training plan for staff to support & improve the recertification environment

Reduced calls to Abuse hotline by improving safety plans and implementing Employee Training Programs

Implemented incentive program for staff by providing childcare reimbursement up to 40% to reduce staff turnover

Developed pilot program for School Based Assessment in all courses of Business Studies for High Schools in the Region and accounts for 50% of student’s grades

Developed and implemented the Miss Merl Grove competition in Jamaica. 80% of the students who placed in the top three went on to participate in the Miss Jamaica Independence completion.

Professional Experience

EGS CORPORATION, LAKELAND FLORIDA

Customer Service Representative, April 2013 - PRESENT

6 years of experience providing customer support in busy call center environments

Listen attentively, solve problems creatively, and use tact and diplomacy

Handled incoming calls from patients, responding to inquiries relating to balances

RANSTAD STAFFING, LAKELAND FLORIDA

Customer Service Representative, October 2011 – January 2013

Worked as an as needed representative for the Company

WELLDYNE Rx PHARMACY, LAKELAND FLORIDA

Member Service Representative, October 2009 – December 2010

Resolve complex issues and win customer loyalty.

Manage upset customers, conflicts and challenging situations

Deliver outstanding service, exceed expectations and build long-term loyalty

PARK CLUB OF OAKBRIDGE, LAKELAND FLORIDA

Certified Nursing Assistant, March 2009 – Feb 2010

Effectively assisted the RNs in developing and implementing specific development plans which raised patient satisfaction by 30%

Presented a seminar on the core functions of certified nursing assistants for the benefit of new CNAs and existing ones

ICT Group

Customer Service Representative, February 2006 – March 2009

An unwavering commitment to customer service, with the ability to build productive relationships, resolve complex issues and win customer loyalty.

Strategic-relationship/partnership-building skills -- listen attentively, solve problems creatively, and use tact and diplomacy to find common ground and achieve win-win outcomes.

Thomas Multi-Counseling & Reshab Services

Office Manager June 2004 – August 2008

Typed documents such as correspondence, drafts, memos, and emails, and prepared 3 reports weekly for management

Opened, sorted, and distributed incoming messages and correspondence

Purchased and maintained office supply inventories, and being careful to adhere to budgeting practices

Recorded, transcribed and distributed minutes of meetings

Greater St. Paul Academy, Lakeland Florida

Grades 4 & 5 Home Room teacher July 2003 – May 2004

Merl Grove High School Kingston Jamaica

High School Teacher September 1990 – June 2002

Initiator of Sign Language Club

Liaison Teacher for the Junior Achievement Program;

Advisor to the Key Club; House Sports Captain.

Initiated and worked with a group of Teachers to create study group mentorship program which lead to improvements students attitudes towards work.

Education

August 1999 Bachelor of Education Degree,

University of Technology, Jamaica

August 1994 AA Business Studies, Major Business Education,

College of Arts, Science and Technology, Jamaica

Additional Skills

Expert in Microsoft Office, with a focus on Excel

Web and tech savvy, require little to no training

References: Supplied Upon Request

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