SHARON MARTS

**** ********* ** ********** *** *6508 (P) 304-***-****

(E) acy2mb@r.postjobfree.com

PROFILE SUMMARY:

Positive, energetic professional with over 10 years experience in Customer Service industries

Superior Customer Service skills; experienced in effectively supporting internal and external customers through personal interactions of service as well as success performance in both inbound and outbound fast paced, high energy, production driven call center environments

Excellent communication skills; verbal and written, friendly, courteous, helpful, confident

Skilled in call center operations with the ability to effectively utilize and navigate through multiple software systems to assist customers with needs/concerns, research issues, receive and process account information while exceeding goals of performance, productivity and quality assurance

Ability to learn and implement new training concepts, technology and software systems quickly

Proficient computer skills including Microsoft Office, various software systems; Excellent skills in typing, data entry, ten-key with ability to work with financial accounts, numbers, and dollar values

PROFESSIONAL EXPERIENCE

Customer Service / Cook / Cashier

Fairmont State University Cafeteria, 2012-2013

Provided superior service to all customers; both students and faculty

Prepared food items per request by effectively utilizing kitchen tools and equipment

Operated cash register to process customer transactions; fast paced, high volume

Completed general maintenance and ensured overall cleanliness of dining areas

Customer Service Specialist

Tele-Tech, 2009-2011

Supported Bank of America customers with banking related inquiries and transactions

Received inbound calls in high energy call center environment to assist customers with their banking account inquiries and transactions relating to checking, savings and lines of credit

Completed steps to resolve issues or initiate escalation for research and resolutions

Effectively navigate multiple software systems to complete work and documentation

Customer Service Representative

Aegis, 2003-2004

Provided superior service to customers of Time Warner Cable

Assisted customers via inbound call center environment with their issues and concerns relative to account setup and installation, service interruptions, billing inquiries and service cancellations

Met and exceeded department goals of Average Handle Time, Average Hold Time, After Call Work, as well as performance expectations of productivity, quality of call and issue resolution

Proficiently navigated through multiple software systems to research accounts to provide customers with one call resolution to all inquiries and complete documentation of all call activity

Customer Service Representative

Aegis, 1997-1999

Completed outbound calls to achieve sales performance expectations to solicit and create new accounts and open lines of credit for applicable customers meeting credit requirements

Effectively utilized company generated call list to identify and attract new customers

Met and exceeded goals relative to performance, production and quality assurance

Utilized multiple software systems to complete transactions and call documentation

EDUCATION:

Diploma – Nicholas County High School, Summerville WV

Fairmont State University – completed selected courses of business

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