Customer Service Employee Relations

Virginia D. Goldsmith

*** * **** **. *

Souderton, Pa. 18964

Phone: 267-***-****

email ******.**@*****.***

Summary

Skilled CSR/Dispatcher focused Representative with proven capacity to troubleshoot issues to ensure the customer’s satisfaction. Who consistently meets and exceeds productivity goals.

Highlights

High customer service standards

Employee relations specialist

Service solutions expert

Dedicated to process improvement

Conflict resolution proficiency

Devoted to data integrity

Strong problem solving ability

Troubleshooting skills

Accomplishments

Managed call flow with up to 5-10 calls in queue per 10 minutes, Exceeded corporate target for customer satisfaction for 10 months in a row.

Experience

MobilexUsa

October 2007-September 2016

CSR/Dispatcher

Collected customer feedback and made process changes to exceed customer satisfaction goals. Made reasonable procedure exception to accommodate unusual customer requests. Provided accurate and appropriate information in response to customer inquiries in a timely and accurate fashion. Maintained up to date records, also built customer loyalty by placing follow up calls for with reported product issues.

Verispan

October 2000-May 2006

Data Clerk Specialist

Provided accurate and appropriate information in response to customer inquiries. Collected customer feedback and made process changes to exceed customer satisfaction. Maintained up to date records.

Wachovia

June 1988-July 2002

Check Processor/Reconciliation Department

Developed process improvement s to enhance efficiency and effectiveness of inter-department call center operations. Led team o customer service representatives to increase service center profitability. Properly directed inbound calls in phone queues in improve call flow. Built customer loyalty by placing follow up calls or customers with product issues. Ran financial reports and supplied data to fulfill customers report requirements . Maintained and updated records at all times. Addressed customers requests in a timely and accurate fashion. Improved customer ratings by 100%. Provided customer procedure exceptions to accommodate unusual customer request s. Collected customer feedbacks and made process changes to exceed customer satisfaction goals.

Education

Woodrow Wilson High School

Levittown, Pa. 19057

June 1973

Bucks County Community College

Newtown, Pa.

January 1979

References upon request

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