Customer Service Sales

L. CHRIS DOWELL

**** ***** *** ********, ** ***27 225-***-**** *************@*****.***

Objective:

Highly motivated and detailed Customer Service Representative with expertise in call center customer service sales and finances with proven interpersonal skills through experience seeks similar role.

PROFESSIONAL EXPERIENCE

ACS State & Local Solutions, Inc. February 2012 – November 2014

Team Lead - Louisiana Customer Service Center

I was a Team Lead at an enterprise Human Services call center in contract with the State of Louisiana. This particular contract deals with programs involving Child Support Enforcement and Economic Stability programs such as SNAP and other statewide assistance programs for the State of Louisiana. My main duties include leveraging the business by monitoring daily call volumes, assisting in quality assurance and content management of the CRM system. I also act as floor supervisor by de-escalating calls, handling employee disputes and the administration of agent shifts. I also answer agent inquires on company policy and procedures. As stand-in supervisor, I help to ensure that the customer service center is in compliance with the requirements that the State of Louisiana has sent forth. I act as trainer by initiating agent development and educating on various programs for new hires. I assist the IT Manager with basic computer and software troubleshooting and load new programs to the agent computers with each major implementation per contract requirements.

Huntington National Bank

Phone Banker January 2009 - February 2012

In this role my main duties were to answer high volume inbound calls from customers who were needing assistance with balance inquiries, transactions details and disputes. As well other duties included upselling company services such as saving accounts, credit cards and identity protection.

Cavalier Telecommunications July 2007 – January 2009

Sales Representative

I made outbound calls to pre- selected residents selling home phone services and internet. I was responsible for meeting company sales quotas and call center metrics such as average handling time, average hold time and customer conversion. I also received incentives for selling service bundles and expansion packages.

CAPABILITIES

Provide exceptional customer service to all company clients, future clients and associates

Create rapport with customers by actively listening and providing a solution while maintaining company professionalism

Exceed all company standards of performance (ex: sales goals, productivity, volume and average call handling time)

Expand level of knowledge of company operation systems, services provided, policies and procedures in a fast paced environment

Available for any extra work schedules, shifts and additional overtime

Willing to take on additional projects, great with time management and multi-tasking

ACHIEVEMENTS

Promoted to Team Lead by the Louisiana Board at ACS to lead and assist with supervisors on beta projects as well to ensure program integrity within 6 months of employment.

Was the first CSR to be promoted to Subject Matter Expert before the 90 day probationary period.

Possessed the CHT in the southeast region

Trouble shooting success percentage was 97.3 and turnover was at 1.2 for the annual progress reports

Received Honorable Mention for Subject Matter Expert(SME) of the year for Southeast Region for the entire West Corporation

Awarded CSR of the Quarter for the Southeast Region of West Corporation (Mar 2008)

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