Las Vegas, NV
aczew7@r.postjobfree.com
ESSENCE THOMAS
OBJECTIVE
To obtain employment as a Customer Service Supervisor where I can use my previous experience to serve as an asset and grow within a company.
SKILLS & ABILITIES
Computer Skills: MS Word, Excel, Outlook, Word Perfect, PowerPoint, 35wpm cert.
Customer service: Time management, inbound/outbound calls, information verification, securing and handling confidential information, suggestive services, meeting business goals, critical thinking.
Management/Supervision: Problem solving, self-starter, can work with minimal supervision, receptive to feedback to improve work performance, training, facilitated team meetings
Office Processing: Categorizing, record keeping, typing letters/notes, copying/faxing, verifying information, filing/scanning, writing reports, and answer multi-line phones
EXPERIENCE
CREDIT ACCEPTANCE CORPORATION, SENIOR CUSTOMER SERVICE REPRESENTATIVE, LAS VEGAS
November 2004 – September 2016
Started off in Collections as an outbound caller, which led to Senior Team Lead for Collections. After that, transferred to Auto Pay department, Customer Service Representative to Senior Customer Service Representative/Team Lead. Worked in an inbound call center provided excellent customer service at all times. Answered an average of 80 calls per day pertaining to customer inquiries about the company’s policies and procedures. Promoted good customer service by resolving customer issues. Followed department procedures and policies. Supported supervisor by helping develop other team members during training with clear expectations and building a great work environment. Educated consumers on self-serve options to eliminate future calls. Used knowledge and skills to serve as a role model to support team members and supervisors. Processed refunds and reimbursements when necessary. Conducted bank verification calls consisting of being on a 3 way call with the consumer and bank.
EDUCATION
LAS VEGAS HIGH SCHOOL, HIGH SCHOOL DIPLOMA
LEADERSHIP
Goal oriented critical thinker knowledgeable in many aspects of Customer Service while striving to provide an ideal team work environment.
REFERENCES
REFERENCES AVAILABLE UPON REQUEST