Customer Service Management

**** ***** ***** **.

Trinity, NC *****

Phone: **6/848-4757

E-mail: *****.********@*****.***

April M. Stone

Education

Graduated

Cum Laude

Graduated with Honors

**** – 2015 South University High Point, NC

BS in Legal Studies

Developed knowledge of procedural law and substantive law by successfully completing specialized legal assignments performed in a law office or any organization involved with legal processes under the supervision of an attorney.

With the use of a modern technology-based law office, created detailed documents to assist in the case creation for supervising attorney.

Gained factual knowledge of professional and ethical standards expected of a paralegal in a legal practice.

2001 – 2003 Forsyth Tech Community College Winston Salem, NC

AAS in Manufacturing Engineering Technologies

Developed knowledge of processes to improve the efficiency of the job to be done in a Manufacturing facility

Researched to determine the best practices needed to set up an efficient manufacturing operation.

Work experience

Oct. 2008 - Present Sears Operations Center High Point, NC

Resolution Specialist

Review and research multiple options to resolve escalated member complaints revolving around appliances, service contracts, and customer service representatives.

Utilized multiple systems to accomplish tasks needed to resolve concerns brought forth by our members.

Developed one on one contact with members to resolve the member’s complaint.

Applied for and was elected as Co-Chairperson of the I.N. Network that provides education through seminars, power points, and other avenues to enlighten our agents on diversity and better work practices to make our work environment better.

Partnered with Process Improvement manager to review and rewrite our Policies and Procedures for multiple Lines of Business that our site supports.

Training Advocate

Maintain daily, weekly, and monthly production report for 8 agents.

Audited replacement records for accuracy of completion and shopping and provided feedback to upper management in the form of a targeted report.

Developed leadership skills in order to manage my team to improve their goals in order for my team to achieve the standards as set forth by upper management.

Developed extensive product knowledge of TV’s and provided shopping training to a dedicated team of agents on this product line.

Enhanced my knowledge of MS Office Applications

Primary point of contact for Sony Television In Warranty Replacements that are handled by Sears.

Primary point of contact for Television product engineers replacement reports.

Lead agents on standardizing replacement shopping by division.

Manage agents to complete Safety Quizzes, Learn Your Way Courses. Created the ‘I Know It Coupons’ for documentation purposes for these tasks.

Volunteer Experience

Volunteer as a Youth Bowling Coach for the Saturday Morning Super Stars Youth League and the High Point Bowling Center Youth Travel League.

Maintain the fee envelopes of each team for accuracy and to assure that the monies collected are accounted for and turned into the bowling center for the lineage and prize fund fees that are due for that particular day.

Serve as a volunteer for the Saturday Morning Youth League to help grow the program to incorporate more youth to learn about our sport of bowling and to have the chance to earn scholarship money.

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