Customer Service Representative
Resume:
Fredrick D. Crayton
Enthusiastic and Motivated
Equality, AL 36026
******@*****.***
Authorized to work in the US for any employer
Work Experience
Customer Service Representative/ Supervisor
Blue Novis-Montgomery, AL
August 2018 to Present
My primary duties are to take inbound/outbound customer service related calls as needed. As a team lead, I would run daily reports to track KPIs (key performance indicators) & send stats via email to agents daily.
This job is a financial position offering loans to online applicants. One of my primary duties was to verify personal information & review the loans for accuracy before submitting them to our underwriters. IT support/ installs software /hardware/peripheral devices as needed 2 years Remote Work during the Covid pandemic
Team Manager
Alorica-Montgomery, AL
October 2015 to October 2018
My primary job function is the management of 15-20 team members. I train representatives to be able to meet company metrics as well as track their progress on a weekly basis and provide feedback in the form of written and verbal communication. One of my primary functions is to take escalated phone calls from Tier 1 agents and resolve advanced customer concerns as well as make outbound calls on a regular basis if customers request a callback via random customer surveys. I also interview potential candidates and assist with the hiring process.
Printer Operator/ Shift Lead
MAIN STREET CHECKS-Birmingham, AL
May 2012 to October 2015
My primary job was to operate an industrial printer efficiently, to maintain it's integrity by servicing it whenever necessary. I was promoted to team lead & was responsible for a team of individuals, delegating tasks to ensure the completion of a workload on a daily basis. Data Entry Clerk
SunGard-Birmingham, AL
November 2010 to April 2012
Responsibilities
I keyed hard data into a virtual system with 100% accuracy. Online Customer Service Representative
BBVA Compass-Birmingham, AL
March 2007 to October 2010
Responsibilities
Answered inbound calls regarding online profiles, configured financial software for PC & Mac, assisted with new hire training.
Accomplishments
I contributed to lowering the overall average handle time of the department. I became a senior csr and was placed in an advanced que to handle escalated issues. Education
GENERAL diploma
Coosa High School - Coosa County
August 1999 to May 2003
Skills
• 40 wpm (5 years)
• Customer service experience (7 years)
• Team Management
• Microsoft Office
• Interviewing
• Administrative Experience
• Leadership
• Organizational Skills
• Software Troubleshooting
• Help Desk
• Technical Support
• Troubleshooting
• Accounts receivable
• Microsoft Word
• IT Support
• Network Support
• Microsoft Windows
• Desktop Support
• Communication skills
• Software troubleshooting
• IT
• Computer networking
• Technical support
• Computer skills
• Sales
• Organizational skills
• Active Directory
• Analysis skills
Assessments
Spreadsheets with Microsoft Excel — Proficient
May 2024
Knowledge of various Microsoft Excel features, functions, and formulas Full results: Proficient
Data entry: Attention to detail — Proficient
April 2022
Maintaining data integrity by detecting errors
Full results: Proficient
Indeed Assessments provides skills tests that are not indicative of a license or certification, or continued development in any professional field.
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