Customer Service Representative
Resume:
DIANNA ASHANTI BOYD-CREWS
Memphis, TN 38115
*********.**@*****.***
PROFESSIONAL SUMMARY:
Dedicated service-driven customer service professional qualified by over 40 years in Customer Service. Management and Sales experience over 15 years. Recognized for my ability to build lasting client relationships while maximizing quality. Organized and well-spoken with the ability to provide a professional manner with razor sharp efficiency. Ability to communicate with all levels of customers and personnel. Possess well-developed administrative abilities. Proven ability to establish rapport with clients and exceed company goals. Reliable and able to maximize positive results through effective conflict resolution techniques.
CORE COMPETENCIES:
Prioritization Skills
Time Management
Decision Making
Extremely productive in high volume, high stress environment
Eye for detail
Ability to meet deadlines
Self-starter with a can-do-attitude
Understanding the needs of callers
Phone Etiquette
Multi-Tasking
Multi-line Switchboard
Call Control
Sales Force
PROFESSIONAL EXPERIENCE:
Lamb & Associates Packaging, Inc. – Memphis, TN 2018 - Present
Collections Specialist/Customer Service Representative/Sales Support
Create Purchase Orders to order product for the customers
Create Delivery Receipts for delivering the product to the customers
Receive Product Into our system once received
Answer Calls
Filing – Paperwork for Purchase orders, delivery receipts and service
Collections – Contact customers on past due payments
Randstad US Staffing and Recruiting – Memphis, TN 2018 - Nov 2018
Administrative Assistance
Created Purchase Orders for ordering product for the customers
Organized and filed purchase order paperwork
Kelly Services – Memphis, TN 2017-2018
Substitute Teacher
Assisted at schools where needed
Robert Half – Memphis, TN 2016 - 2017
St . Jude-Specialist II
Provided information to customers
Received donations from customers
Updated customers files and sent material as needed
Randstad US Staffing and Recruiting – Memphis, TN 2014 - 2016
Placed at companies that needed a strong, skilled customer service, management, or sales person who could step in quickly, adapt to processes, and generate results.
Provided receptionist administrative support
Operated multi-line telephone system
Determined purpose of callers, forwarded calls to appropriate personnel and departments
Answered multi-line telephone, order entry and problem resolution
Responded to customer request, communicated service
Recommended action plans for improvement
Analyzed data and implemented new strategies to achieve desired goals
Managed medical and payroll account processes for two top accounts including route analysis, and special delivery request
Inventory tracking and paperwork reconciliation
Coached and developed driving fleet to meet customers expectations
Suntrust Bank – Memphis, TN 2013 - 2014
Client Service Manager
Provided excellent customer service
Directly managed and coached all branch teller teammates
Responsible for team performance in various measures
Tracked and provided monthly coaching with tellers to improve performance and achieve desired results
Conducted interim and annual reviews
Managed staffing needs and assisted in recruitment and placement of new hires
Assisted Branch Manager with leadership responsibilities
Stepped in as second in command during Manager absences
Hope Credit Union – Memphis, TN 2012 - 2013
Member Service Representative
Responsible for a wide variety of teller, administrative, customer service, and clerical duties
Answered telephone, and filing
Adhered to branch procedures, open accounts, and completed wire transactions
Assisted branch personnel with special projects as needed
Regions Bank – Memphis, TN and Tupelo, MS 2001-2012
Branch Service Leader, TN – 2 years
Branch Service Leader, MS – 9 years
Managed branch and teller team performance
Generated and reviewed daily stats and reports, and monthly audits
Coached tellers to performance
Reviewed and resolved any account discrepancies
Meet customer needs and expectations
Coached tellers to achieve key objectives
SKILLS AND TRAINING:
Microsoft Office (Word, Excel, Outlook, Pivot Tables)
Computer Operating and Navigating Skills
Practical Customer Service Skills
Advanced Customer Relationship Skills
Conflict resolution
Relationship Selling
Phone Etiquette
Performance Management
Effective Time Management
Salesforce
EDUCATION:
Carver High School, Memphis, TN
H.S. Diploma, Business and General Subjects
National Honor Society – 3.0 GPA
Mathematic Club
600+ Hours of Continuing Education in Business Administration on the Job training
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