Customer Service Representative

Rebecca L. Thompson

West Orange, New Jersey

862-***-****

acyoo8@r.postjobfree.com

Objective To obtain a challenging, responsible position in the customer service field

Experience

Lead Call Center/Customer Service Trainer

Inspiritec, Newark, New Jersey 2016-present

• Develop and update training materials

• Assist new hires with payroll and HR forms

• Supervise new employees through 8 weeks of training

• Provide biweekly progress reports to management

• Monitor for compliance with attendance and other rules

• Maintain accurate files and records

• Recommend training programs to management

• Offer updates and refresher information to seasoned CSRs

• Act as Lead CSR during high call volume

Customer Service Representative

Inspiritec, Newark, New Jersey 2013-2016

• Fielded calls for multiple professional NJ State Boards

• Resolved licensing application and renewal problems using the portal

• Acted as receptionist to the call center

• Assisted with training new employees

Online Book Sales/Newsletter Editor/Marketing Consultant

Self-employed, West Orange, New Jersey 2006-2013

• Sold books online using multiple platforms

• Wrote monthly articles for an employment newsletter

• Formatted and edited the newsletter

• Published articles highlighting local businesses for another newsletter

Scheduling Supervisor/Outbound Call Center

Maritz International, Overland Park, Kansas 2003-2006

• Supervised a team of mystery shopping schedulers

• Utilized proprietary photo editing software

• Interacted with personnel at all levels

• Trained shoppers by phone

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