Holly Monroe

**** ******** ***, *** *******, CA *1775 503/752-2835

Objective

Native Californian recently returned from the Pacific Northwest seeking employment with career advancement possibilities.

Education

Arcadia High School, Arcadia CA

Diploma, June 1974

Experience

10/15 -09/16

Customer Care Analyst DS Services of America Portland, OR

Handle incoming calls regarding property damage due to equipment/bottle failure for national Home and office bottled water delivery company. Research claims and explain company policy regarding reimbursement for said damage claims.

9/10-9/15

Customer Care Specialist DS Services of America Pasadena, CA

Worked incoming emails as well as US mail inquiries on a graveyard shift. Replied to many using a standardized template, however, many also handled by personally written emails to express empathy and advise how the customers issued would be resolved. This particular job was later sent to our sister call center in Atlanta. At that time I was given the assignment of generating and disseminating customer complaints/issues for the companies fleet managers across the country. This entailed generating a report using Excel.

10/03-9/10

Customer Service Representative DS Services of America Pasadena, CA

Handled incoming calls from water delivery customers. Calls could be regarding missed deliveries, incorrect deliveries, billing inquiries, hold service requests and product or equipment issues, including property damage.

Awards and Acknowledgments

One of my many monitored calls was used for training purposes regarding how a call should be handled by trainees being hired by DS Services. I had become known as a self started who always showed up 30 minutes prior to any start time I was assigned and would work until the job was completed each day.

Prior to working for DS Services of America, I worked in the customer service field in banks as a new accounts representative, teller, drive up teller, bookkeeper and check encoder where accuracy and speed was essential.

References available upon request