Customer Service Representative

Timi Short

*** **** **** – Torrington Wy ***** – 307-***-****

Leadership and RTA

Organized and analytical with proven problem-solving skills in daily planning for clients, time management, and administration of events while providing first-class treatment of clients. Ability to lead a team to success through guidance and consultation of encouragement.

Professional Experience

Workforce RTA, TTEC, Work from home 08/2022-Present

Workforce RTA, Faneuil, Scottsbluff, NE 01/2020-08/2022

Customer Service Representative, Faneuil, Scottsbluff, NE 08/2019-12/2019

Housekeeper, Holiday Inn, Torrington, Wy 08/2018-09/2019

Cashier, Western Travel Terminal, Torrington, Wy 05/2018-08/2018

Cashier, Ty’s Pit Stop, Lingle Wy 07/2017-04/2018

Receptionist, Torrington Telegram, Torrington, WY 05/2015-03/2017

Real Time Analyst

Real Time Analyst skills in:

●Monitoring multiple chats

●Advising Operation team of agents out of Adherence via chat or email if necessary

● Revising and maintaining daily reports sent to Operations team.

●Updating and/or correcting agent schedule with adjustments sent from Operations team.

●Adjusting call types/queues for agents after they complete training along with adjusting to specific groups to ensure Service Level Agreements (SLA’s) are met.

●Proficient in reading Intraday data to determine VTO eligibility to protect SLA’s.

●Approving/Denying PTO for agents based on program specific allotment and availability.

●Proficient in NICE IEX and Aspect Workforce operating systems. Knowledgeable of Verint system

●Advance Experience in Microsoft Software- Excel, Word, PowerPoint, etc. to create documents needed within a program.

●Organized in working with time crunched schedules for punctuality.

●Ability to adapt while working between multiple verticals/programs.

●Strong written and verbal communication skills

Customer Service Representative

●Assisting callers via Automatic Dialer system, usually Cisco

●Providing customer care and solutions on a variety of subjects for caller while navigating multiple systems

●Strong written and verbal communication skills on and off the phones

●Ability to create and terminate multiple customer accounts based on caller and company needs

Receptionist

Answering phones

Writing and placing ads in newspaper

Assisting with Billing needs

Ensuring newspaper ads are placed accurately and in a timely manner

Greeting and welcoming customers creating a friendly and welcoming environment

Started development in Microsoft Software, later enhancing abilities in different career opportunity

Other Skills

Ability to adapt schedule to employer/ customer needs

Quick and eager to learn new systems or procedures

Contact this candidate