Customer Service Microsoft Office

Hayley Reddehase

**** ******* ****** *********, ** 76017

Cell: (682) ***-****-***************@*****.***

Summary

- Customer Service Agent who answers a high volume of incoming calls while handling in-person inquires from

clients and colleagues. Flexible and hardworking with the drive to succeed.

Strengths

- Time Management - Dedicated team player

- Professional and mature - Understands grammar

- Strong problem solver - Strong interpersonal skills

- Resourceful - Excellent computer skills,

proficient in Microsoft Office

Accomplishments

Increased office organization by developing more efficient filing system and customer database. Achieved “Gold

Club Member” based on call production, out of four of a total staff of 55.

Experience

Customer Service Agent

August 2015 to Present Bank of America – Arlington, TX

-Provide customer support by phone, email, or instant message to consumers. Serves as primary contact for

inbound customer issues.

- Perform credit checks with Experian and Lexis Risk Management to verify the identity of the customer

-Processes a high volume of consumer inquiries of B of A’s products and services, and resolves a targeted percentage

of those inquiries.

-Troubleshoots customer problems, identifies the root cause of the problem, and uses tool and resources

appropriately to determine how to resolve customer problems.

-When unable to resolve the problem in a reasonable amount of time, will escalate to the appropriate resource. --

-Follows up on escalated issues with coaching and mentoring to learn the appropriate solution and expand overall

knowledge.

- Tracks and documents inbound support requests and ensures proper notation of customer problems or issues.

- Updates customer information and ensures accurate entry of contact information.

-Meets the standards of the job, such as quality standards, adherence to schedule, and average handle time.

-Provides guidance and/or mentoring to less experienced Customer Service Associates - Consumer

Appointment Setter/Customer Service

June 2012 to August 2015Silverleaf Resorts- Pantego, TX

- Processed credit card applications and processing credit transactions

- Made copies, sent faxes and handled incoming and outgoing sales.

- Booked travel reservations for customers to participate in timeshare sales presentations

- Served as central point of contact for all outside vendors needing to gain access to building

- Followed up on gifts received after the promotion tour.

Lead Infant Teacher

July 2012 to June 2013 KinderCare Childcare – Arlington, TX

- Created monthly lesson plans for each child

- Maintained Daily Activity Reports

- Filled out injury incident reports, and communicated with parents

- Provided proper childcare based of age of child

Assistant Toddler Teacher

August 2011 to July 2012 Children’s Courtyard – Arlington, TX

- Assisted Lead Teacher in daily room activities

- Set up learning activity stations to make sure proper materials were available

- Provided individual childcare as required

- Communicated with parents on positive and negative performances and/or accomplishments on their child

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