Customer Service Training
Resume:
DANA L. LAVINE
Sugar Land, TX 77478
**********@*****.***
Dedicated to continuous improvement of reception area. Record of attending to visitors and dealing with inquiries efficiently.
QUALIFICATIONS SUMMARY
Courteous, dependable Receptionist with 7 years’ experience in performing a wide range of front desk, clerical and administrative tasks. Demonstrated talent in resolving customer complaints, handling high volume phone calls and answering customer queries. Exceptional verbal and written communication skills with a track record of multi-tasking, problem-solving and prioritizing work. Trainer who specializes in customizing off the shelf training materials to meet the needs of the staff and current organizational requirements.
WORK HISTORY
G.A.S. International 8/2012-3/2016 Sugar Land, Texas
Answered, screened and directed inbound phone calls.
Received and assisted clients and escorted them to correct destinations offices, rooms; or meeting rooms.
Performed general receptionist duties, including – meeting scheduling, appointment set up, faxing and mailing.
Took verbal and written messages and transmitted them to exact person/destination.
Received and sorted email and electronic deliveries.
Accepted letters and packages delivered to the front desk and distributed to appropriate staff.
Handled general requests for information and data.
Trainer who specializes in customizing off the shelf training materials to meet the needs of the staff and current organizational requirements.
Interacted with the public.
Jacobs Engineering (Contract Position) 12/2008-4/2009 Houston, Texas
Receptionist
Answered multi-line phone system;
Greeted and directed visitors throughout the building.
Assigned visitors’ security badges.
Aker Solutions (Contract Position) 1/2008-7/2008 Houston, Texas
Receptionist
Utilized various technology tools to answer a multi-line phone system; greeted and directed visitors to
appropriate locations throughout the building.
Scheduled rooms for training sessions and meetings
Archived, corrected and retrieved documents filed with Iron Mountain by utilizing Documentum
an on line tool.
HR Administrative Clerk (Contract Position)
Assisted Human Resources Department with various projects
Prepare new hire and benefit packets for all employees
Maintain all Subsea personnel files with current documents
.
Reliant Energy Entex 1976-2004 Houston Texas
Customer Service Lead Clerk
Assisted in the hire, mentoring and termination process.
Provided operational leadership to nine credit/customer service employees
Conducted all related training for team members
Coached team members for peak performance through one-on-one and small group training sessions.
Outstanding leadership ensured maximum retention and reduced turnover by 98%; the average time on the job for team members was ten years.
Consistently created error free production and recognized by top management for superior customer service. Coordinated with other departments to integrate timely and cost effective new services for customers.
Responsible for timely credit approval for over 200 internal and external customers daily.
Empowered team members to maximize quality assurance and quality control procedures.
Implemented continuous individual and process improvement initiatives to ensure maximum customer satisfaction ratings.
Lead Clerk - 1976-2004 Houston Texas
Credit and Collections Department
Interfaced with dealers and representatives regarding approval or rejection of credit applications. Communicated with consumers with results of applications; and the processes which resulted in complete transactions.
Monitored commercial accounts payment entries to write-off accounts, letters of credit, surety bonds, bankruptcies, inactive accounts, assigned account numbers and contract assumptions, evaluated and reconciled accounts Prepared itemized statements, bill summaries, average billing request
Assisted in finding resolutions to conflicts and maintained customer contact files
Expedited merchandise applications, contracts to be transcribed onto data cards for processing and check request for payments to dealers
Acted as liaison between clerks and group supervisors
Interpreted and implemented company policy and procedures
Coded and assigned distribution of documentation in a security sensitive environment
Collected payments
Provided clerical support when necessary data archiving, filing and light data entry
EDUCATION AND TRAINING
Documentum Supervisory Development Cardiovascular Pulmonary Resuscitation Substance Abuse Training Microsoft Word Excel Lotus Notes
Intermediate Management for Supervisors
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