JACKIE ROBINSON

**** ******** *****, *************, ******* 30044 • Home: 678-***-**** • acy2y4@r.postjobfree.com Skills

Microsoft Office Exceptional communication skills

Excel Creative problem solver

Word Quick learner

Access Strong client relations

PowerPoint

Professional Summary

To obtain a leadership position within your Sales or Customer Service organization which will allow me to utilize my management experience, customer service skills and knowledge to help promote growth and revenue within an established company. Call Center Supervisor versed in customer service and sales in high call volume environments. Superior computer skills and telephone etiquette. Qualified Call Center Supervisor with over 15 years in fast-paced customer service and call center environments. Personable and professional under pressure. Work History

Customer Care Specialist II, 08/2011 to 5/2016

Assurant Specialty Property – Duluth, GA

Provided excellent customer service.

Provided Homeowners with proper policies and procedures for setting up claims. Directed Homeowners to correct departments for services. Adhered to the policies and procedures set forth by Assurant Requests inspections per customers to insure home repairs have been done according to Chase standards. Maintained direct contact with departments within Chase to better assist customers. Answered an average of 45 calls per day by addressing customer inquiries, solving problems and providing new product information.

Developed reputation as an efficient service provider with high levels of accuracy. Scored in top 10% of employees in successful resolution of issues Investigated and resolved customer inquiries and complaints in a timely and empathetic manner. Ensured superior customer experience by addressing customer concerns, demonstrating empathy and resolving problems on the spot.

Inside Sales Support Supervisor, 10/2008 to 03/2010 Promethean – Alpharetta, GA

Lead and managed the North America Order Entry Team of 6 staff. Oversaw and provided a world class customer experience for the Sales Teams and Business Partner Community by processing sales orders in an accurate, timely, and qualitative manner. Monitored and enforced service levels for the Order Entry Team. Ensured effective verbal/written communications to all end user customers as to the status of their sales orders. Evaluated and improved current business processes in order to reduce cycle time and improve overall quality. Provided leadership and coaching to all team members to ensure a productive and developmental environment.

Provided an elevated customer experience to generate a loyal clientele. Effectively communicated with and supported sales, marketing and administrative teams on a daily basis. Ensured superior customer experience by addressing customer concerns, demonstrating empathy and resolving problems on the spot.

Managed wide variety of customer service and administrative tasks to resolve customer issues quickly and efficiently and learned, referenced and applied product knowledge information. Sales Supervisor, 09/2000 to 12/2007

Sage Software – Norcross, GA

Full supervisory responsibilities over sales team. Motivated, coached and developed sales associates. Observed and monitored calls to ensure sales associates are following sales process. Provided feedback in a professional manner.

Consistently reach or exceeds annual revenue goal. Reviewed department processes and procedures and suggests improvements to ensure goals are met. Promoted and maintained a high quality, professional, world class image within sales team. Identified problems and resolved them in a timely manner by including required departments when necessary. Learned, referenced and applied product knowledge information. Provided an elevated customer experience to generate a loyal clientele. Effectively communicated with and supported sales, marketing and administrative teams on a daily basis. Developed reputation as an efficient service provider with high levels of accuracy. Investigated and resolved customer inquiries and complaints in a timely and empathetic manner. Team Leader, 06/1997 to 09/2000

Sage Software – Norcross, GA

Assisted with all aspects of sales and guidance with tax sales. Communicated expectations, company policy, and situations with team members. Monitored sales representatives to ensure phone coverage and works independent of direct supervision with the ability to prioritize and complete tasks.

Designed and implemented programs to assist Marketing Directors, Sales Supervisors and Customer Service Associates.

Earned management trust by serving as key holder, responsibly opening and closing store. Served as the main liaison between customers, management and sales team. Managed wide variety of customer service and administrative tasks to resolve customer issues quickly and efficiently.

Recipient of multiple positive reviews acknowledging dedication to excellent customer service. Customer Service Associate, 05/1996 to 06/1997

Avon Products Inc – Suwannee, US, GA

Handled incoming calls.

Processed orders, refunds, and account adjustments. Answered an average of 35 calls per day by addressing customer inquiries, solving problems and providing new product information.

Described product to customers and accurately explained details and care of merchandise. Communicated with vendors regarding back order availability, future inventory and special orders. Answered product questions with up-to-date knowledge of sales promotions. Computer System Analysis Specialist, 09/1992 to 01/1996 U.S. Air Force – Eglin Air Force Base, FL

Maintained technical publications on equipment operation. Processed automated daily reports.

Monitored computer operations, located problems, and corrected when necessary. Investigated and resolved customer inquiries and complaints in a timely and empathetic manner. Managed wide variety of customer service and administrative tasks to resolve customer issues quickly and efficiently.

Learned, referenced and applied product knowledge information. Computer System Analysis Specialist, 11/1989 to 09/1992 U.S. Air Force – Moody Air Force Base, GA

Developed and wrote programs tailored to simplify workloads and requests. Processed over 65 automated daily reports budget, management, and inventory reports. Investigated and resolved customer inquiries and complaints in a timely and empathetic manner. Managed wide variety of customer service and administrative tasks to resolve customer issues quickly and efficiently.

Directed calls to appropriate individuals and departments. Education

Associate of Applied Science: 1990

Community College of the Air Force - Valdosta, GA

Logistics Management

Associate of Arts: 1997

Asher School of Business - Norcross, GA

Occupational Studies

Bachelor of Arts: 2014

Saint Leo University - Duluth, GA

Business Administration

References

References available upon request

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