Customer Service

LILLIE D. CANNION-DAVIS

*** ******* ******, *********, ** 32901-7923 321-***-**** ******************@*****.*** PROFESSIONAL SUMMARY

Competent and qualified Customer Service Professional with extensive supervision and oversight experience. Skilled at using Microsoft Office to create exceptional communications, presentations and spreadsheets meeting diverse administrative needs. Dedicated to maximizing customer satisfaction and exceeding business objectives with organized approach and dedicated to exceeding the company's communication skills, coaching and training.

SKILLS

Excellent Customer Service

Leadership

Proficient with Microsoft Office

Teamwork

Computer Competence

Adaptability/Flexibility

WORK HISTORY

Customer Service Supervisor, 08/1988 to 08/2019

Spectrum [Charter Communications Inc] – 320 S. Magnolia Avenue, FL

Conferred with sales teams and team leaders to communicate targets, boost revenue and improve promotional strategies.

Evaluated interactions between associates and customers to assess personnel performance and customer satisfaction.

Coached team members to deliver hospitable, professional service while adhering to the company's desired guidelines.

Supervised day-to-day customer service operations to provide staff with guidance and drive productivity,

Monitored metrics and developed actionable insights to improve efficiency and performance,

Initiated investigations into complex or sensitive complaints, identifying solutions swiftly and to customer satisfaction.

Critically monitored customer service operations to assess agent performance and provide evaluations and feedback.

Exceeded team goals and collaborated with staff members to implement customer service initiatives

Conducted training and mentored team members to promote productivity, accuracy and commitment to friendly service.

Organized weekly meetings for the team's assigned agents.

Codified office structures and processes to promote teamwork and performance.

Developed weekly documentation and logs for the assigned team implemented solutions and generated and submitted a monthly supervisor report.

Managed department call volume calls per day and coordinated department schedules to maximize coverage during peak hours.

Kept abreast of new company products and services to effectively answer questions and resolve complaints.

Cashier Specialist, 05/1986 to 09/1989

Sears, – Melbourne, FL

Readied daily tills for each cashier, including counting out change and documenting total amounts end- of-shift review for entire store.

Counted cash in register drawer at beginning and end of shift for entire store.

Quickly and accurately counted drawers at start and end of each shift for entire store.

Reviewed and resolved differences between accounting information and cash drawer. EDUCATION

Albany State University – Albany, GA

Coursework with concentration in Political Science/History/Pre-law

President and member of Albany State Political Science Club

Degree not achieved.

University of Central Florida – Orlando, FL

Degree not achieved.

Associate of Arts: General Studies, 1974

Eastern Florida State College [formerly Brevard Community College] - Cocoa, FL High School Diploma: 1972

Eau Gallie High School - Melbourne, FL

ACCOMPLISHMENTS

Supervisor of the Month Award.

Award of Excellence

Earned Top “5” Supervisor of Month Award.

President of the Albany State Political Science Club

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