Customer Support Specialist
Resume:
Sheena Ward
Murfreesboro, TN *****
******.******@*****.***
February 10, 2017
Kelly Services, Inc.
Eric Williams, Recruiter
*** ********* *** *****, ***** 610
Nashville, TN 37217
RE: Consumer Affairs Agent
I am submitting my resume in response to the above position you posted online. I am passionate about resolving issues on the behalf of others, whether of personal or professional concern (please see my resume). For example:
Currently serving hundreds of customers per shift. Under my leadership, we reduced all customer complaints to zero, on my shift. We earn the highest Voice of Customer ratings
Upon learning that I had the ability to help others qualify for jobs and promotions, I immediately volunteered to teach computer classes twice a week at the public library
When a medical entity was striving to improve its PR, I volunteered over 40 hours a week researching existing processes & improvement opportunities, then facilitated training
Nissan’s customers may be frustrated or angry when they call. They really need someone to patiently answer questions and execute due diligence. I set challenging goals for myself then strive to ensure that each customer has an over-the-top experience. Although I have a technical background, I volunteered for a Reduction-In-Force (VRIF) in order to serve on a more personal level, such as this.
I am excited about this position and believe I am a perfect fit for the responsibilities you described as well as the opportunity to grow. I possess great work ethics and a cheerful, uplifting attitude. Please call prior to 10:30AM, M-F, to schedule an interview. If I do not hear from you within the next few days, I will contact you.
Respectfully,
Sheena Ward
Murfreesboro, TN 37127
******.******@*****.***
Cell: 615-***-****
Qualifications Summary
I am a Customer Support Specialist with a passion for increasing customer approval.
Proficient in Word, Excel, Outlook
Leadership & Employee Development
Excellent Analytical & Troubleshooting Skills
Process Improvement Abilities
Volunteer Experience
Linebaugh Public Library Jun 2012-Jun2013
Murfreesboro, TN 37130 Microsoft Office Coach
Actively engaged adult learners on all Word/Excel skill levels. Adjusted class content & enhanced overall success
Veterans Healthcare Administration (VHA) Jan 2012–May 2012
Murfreesboro, TN 37129 Process Improvement Program Analyst (PA)
I analyzed statistical data & compiled reports. Facilitated training that increased the quality of client-centered care
Worked with Executive Leadership in the tracking of internal Specialty Agreements
Interviewed personnel to develop suitable solutions to customers’ complaints. Met all project deadlines
Work History
Aramark Corporation Jan 2016 – Present
Middle Tennessee State University Location Supervisor
Providing exceptional customer service! Under my leadership, night shift Customer Reviews turned100% positive
I utilize communication, teamwork, & training, to develop good work ethics & to drive job satisfaction
H&R Block Jan 2014-Apr 2014 Murfreesboro, TN 37129 Lead Client Services Professional (CSP)
Organized job fairs, screened candidates & provided on-site Client Services Training across the South Nashville District which included 18 offices across Davidson, Williamson & Rutherford counties. Provided computer training
Aerospace Testing Alliance Oct 2003–Apr 2010
Tullahoma, Tennessee 37389 Instrument Technician-5
Performed data analysis. Supported a vast pool of internal & external customers on all economic levels
Streamlined parts ordering process by 50%. It initially impacted a special project of 145 PCs - Saved $1000’s
Reduced customer downtime by creating Excel templates that removed multiple jams in production process
Re-organized inventory documentation process - reduced team size & time needed to complete, by 33 - 50%
Created standard operating procedures (SOP’s) outlining various step-by-step maintenance instruction manuals
Education
Bachelor of Arts in Management & Human Relations TNU Nashville, TN May 2006
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