Customer Service Manager
Resume:
Sharrocca Blocker
Ft. Worth, TX 76123
acy615@r.postjobfree.com
Objective
A challenging and rewarding position with opportunities for advancement and stability!
Employment History
SME/ Customer Service Agent
11/16 – pres. Dialog Direct, Fort Worth, TX
Answer incoming calls and assist customers for Allianz LTC and Annuity policies.
Maintain composure in escalated situations and make Supervisor callbacks.
Operate accurately & efficiently in a fast paced environment (multitasking).
Account verification of policy owner or producer on policy and assist clients in anyway shape for form.
Senior Reservations Agent
10/15 – 10/16 Sabre Holdings Corp., Westlake, TX
Drive hotel revenue for our customers by successfully offering appropriate products based on caller’s requests and needs.
Engage with potential and existing guest inquiries to provide hotel reservation and guest services in a sales based position.
Assist with all callers’ requests including modifications and cancellations of existing reservations.
Manager in Trainee/SME
05/10 – 06/11 Sprint, Ft. Worth, TX
Managed a team of 20 representatives who took inbound telephone support primarily for external customers regarding products and services by basic and advanced troubleshooting, investigating and resolving customers' questions and problems with Sprint's products and services with an objective solving any issues on the first call.
Wrote and administered performance reviews for skill improvement, also listened to their calls for quality assurance.
Provided statistical and performance feedback and coaching on a regular basis to each team member.
I prepared warnings and communicated effectively with employees on warnings and made effective decisions relative to corrective action as required.
I was always available for employees who experience work and/or personal problems providing appropriate coaching, counseling, direction and resolution.
Customer Service Advocate
01/09 – 10/09 Arvato Digital, Lewisville, TX
Run consumer reports to qualify customers for short term saving products (online savings, money market and CD accounts).
Answer any questions regarding the accounts, including but not limited to, FDIC coverage, interest earned, APR/APY.
Assist the customers with any questions they may have regarding their short term investments and online banking accounts.
Admin. Asst./ Data Analyst
04/08 - 12/08 Abba Staffing, Bedford, TX
General office duties: answering phones, type correspondence, compile spreadsheets, memorandums, etc.
Cater, host and organize Black Contractors Association Golf Tournament.
Compute and Organize data in Excel and Oracle for Availability & Disparity Project for SEB dept. while maintaining and updating database.
Education
11/06 - 04/07 American InterContinental University, Hoffman Estates, IL
Associate of Arts in Business Admin.
Concentration on Business, 3.82 GPA, Graduated Summa Cum Laude
04/07 - 07/08 American InterContinental University, Hoffman Estates, IL
Bachelor of Business Admin.
Concentration on HR Management, 3.30 GPA
Other Experience
Office Clerk/Mgr., Teutur & Associates, General office duties: answering phones, type correspondence, compile spreadsheets, memorandums, order office supplies and maintain general appearance and stock of office. (05/05 - 11/07)
Customer Service Rep., LabOne, Inc., call center at which I handled inbound and outbound calls from medical facilities to status and verify medical record request. I assisted Ins. Agencies in obtaining these requests for underwriting purposes. (04/05-06/06)
Collection Training Manager, GC Services, started out as a Collector, promoted within six months for being top Collector to the Collection OJT Training Manager. I got to work closely with all the new hires to make sure they could long in and out of the automated dialer and how to collect and answer any question while in OJT. (04/02-04/05)
References
References are available on request.
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