Cheryl A. Ford

***** ***** ***** **. *******, TX

acy3wh@r.postjobfree.com(832)-392-6873

SUMMARY: 5 years of providing external and internal quality customer service. Able to handle a high volume of customer calls in a fast-paced environment, with minimum supervision, while maintaining emphasis on the highest quality of customer service. Excellent listening skills, oral and written communications. Comfortable in interacting with all levels of the organization and public. Excellent problem solving and negotiating skills. Ability to work with diverse and multicultural customers. Knowledge of Microsoft Office Applications.

ACCOMPLISHMENTS

Resolved customer complaints by identifying problems and taking appropriate corrective action – Resulted in 50% increase in department’s efficiency.

Demonstrated professional etiquette and manners when interfacing with customers which resulted in 30% improved feedback of customers.

Integrated a complex customer feedback system that took feedback and complaints from customers in order to manage the system better.

PROFESSIONAL EXPERIENCE August 2015-January 2016

Voter Consumer Research, Houston, Texas

Telephone Interviewer

Conducted multiple political and consumer opinion surveys per hour in a high call volume environment

Gathered and administered participant responses into the company database.

Maintained individual participants’ response confidentiality

Maintained a polite and professional telephone manner

Dunlap Marketing, Houston, Texas March 2012-December 2012

Customer Service Representative

Communicated with customers, employees, to answer questions explained information, took orders and addressed complaints. Answered and directed calls. Scheduled appointments.

Operated office machines, such as photocopiers, scanners, facsimile machines, voice mail systems and personal computers. Computed, recorded, and proofread data and other information, such as records or reports.

Received files, records, and other documents to obtain information to respond to requests.

Verizon Communications, Houston, Texas September 2010-May 2011

Customer Care Consultant

Provided one-on-one customer assistance in the selection and purchase of merchandise that best met the client’s needs. Maintained a high level of customer satisfaction by offering dedicated and personal client care, which resulted in greater sales.

Assisted customers with answering inbound calls regarding their inquiries concerning billing, merchandise and equipment.

Educated customers on rate plans, services, and established accounts

EDUCATION

Master of Counselor Education-May 2018

Texas Southern University-College of Education– Houston, TX

Bachelor Of Arts-Psychology-May 2011-Houston, TX