**** **** **

Philadelphia, Pa *****

215-***-****

ad4tps@r.postjobfree.com

Sandra Lawson

SKILLS

● More than 20 years’ successful experience in customer service and support with recognized strengths in account maintenance, problem-solving and trouble-shooting, sales staff support, and planning/implementing proactive procedures and systems to avoid problems in the first place.

● Possess solid computer skills.

● Excellent working knowledge using both IBM and Mac systems; Lotus 1-2-3, Microsoft Excel, WordPerfect, Microsoft Word, Microsoft PowerPoint, Microsoft Outlook.

● Ability to train, motivate, and supervise customer service employees.

● A team player, acknowledged as “Total Quality Customer Service Professional.”

● Develop plan, conduct audits and variance analyses, process payroll and payroll tax reports and filings, and maintain/update accurate inventories

● Work From Home/Remote Experience

● Customer Service

● Adaptability

● Time Management

● Conflict Resolution

● Team Work

● Great attention for detail.

● Quick learner

● Ability to operate under pressure.

Synopsis of Achievements

● Decreased customer delinquency by 60%, from 75% to 15%..

● Proactive planning led to notable increase in morale in all departments.

● Created customer satisfaction survey, drastically reducing potential problems. EXPERIENCE

Bankruptcy Specialist - Department of Treasury, Philadelphia, PA 1996 - Present

● Work with court systems to input discharges and dismissals.

● Support attorneys in opening new cases by phone as well as correspondence.

● Quickly and effectively solve taxpayer’s problems with accounts.

● Maintain quality control/satisfaction records, constantly seeking new ways to improve customer service.

● Assist manager with timekeeping, phone schedules and daily reports

● Handle internal as well as external calls from taxpayers to resolve their accounts. EDUCATION

Manning High School — High School Diploma

● Graduated June 1989

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