Customer Service Office

GR Gena Rawson

303-***-**** E: *********@*****.***

** ******* ** ** *** b Rio Rancho

87144

PROFESSIONAL

SUMMARY

Perceptive Customer Service Manager who cultivates positive Customer relationships through clear and helpful communication. SKILLS Meeting planning

Document management

Faxing paperwork

Multi-line telephone systems

Restocking supplies

Answering incoming calls

Team building

Deadline driven

Excellent communication skills

Interpersonal awareness

Unit coordination

Computer skills

Strong leader

Emergency planning

Exceptional communication skills

Organized

Travel arrangements

Pleasant demeanor

Routing packages

Personable and outgoing

Customer and client relations

Advanced clerical knowledge

35-40 WPM typing speed

Punctual

Training and development

BLS certified

Trained in security

Thrives on multi-tasking

Quick learner

Team leader

First aid certified

Critical thinking

WORK HISTORY MEMBER SERVICES COORDINATOR 08/2016 to 09/2017 Colorado Auto Dealers Association Denver, CO

Assisted senior administrative professionals with daily work tasks. Calculated Usual, Customary and Reasonable (UCR) fees. Opened and properly distributed incoming mail.

Screened all visitors and directed them to the correct employee or office. Compiled and analyzed data using spreadsheets or other database software such as Excel and Microsoft Office.

Made travel arrangements for management and executive staff. Greeted incoming customers in a professional manner and provided friendly, knowledgeable assistance.

Provided logistical support for programs, meetings, and events, including room reservations, room set-up, agenda preparation, materials printing and calendar maintenance.

Answered telephone inquiries from clients, vendors and the public. Organized incoming and outgoing file movements in an efficient and accurate manner.

Operated office photocopiers, made travel arrangements, maintained the office bulletin board and assisted staff with clerical or procedural requirements.

Provided clerical support to company employees, including copying, faxing and file management.

Managed office supplies, vendors, organization and upkeep. Monitored and screened visitors to verify accessibility to inter-office personnel. CUSTOMER SERVICE REPRESENTATIVE/SUPERVISOR 06/2012 to 08/2016 United Airlines Denver, CO

Managed wide variety of customer service and administrative tasks to resolve customer issues quickly and efficiently.

Recipient of multiple positive reviews acknowledging dedication to excellent customer service.

Ensured superior customer experience by addressing customer concerns, demonstrating empathy and resolving problems on the spot. Provided instruction, coaching and motivation to all employees during the shift.

Provided an elevated customer experience to generate a loyal clientele. Coached new employees on administrative procedures, company policies and performance standards.

CUSTOMER SERVICE ASSOCIATE 02/2008 to 06/2012

United Airlines Flight Training Center Denver, CO Resolved all customer complaints in a professional manner while prioritizing customer satisfaction.

Effectively communicated with and supported sales, marketing and administrative teams on a daily basis.

Priced merchandise, stocked shelves and took inventory of supplies. Designed displays to make the store experience interactive, engaging and reassuring.

Learned, referenced and applied product knowledge information. Organized store merchandise racks by size, style and color to promote visually appealing environment.

Contacted customer to follow up on purchases, suggest new merchandise and inform them about promotions and upcoming events. Operated a cash register for cash, check and credit card transactions with

[Number]% accuracy.

CUSTOMER SERVICE MANAGER 01/2001 to 02/2008

Lowe's Home Improvement Westminster, CO

Effective liaison between customers and internal departments. Developed highly empathetic client relationships and earned a reputation for exceeding service standard goals.

Maintained up-to-date knowledge of product and service changes. Provided accurate, specific and timely performance feedback for CSRs. Identified individual development needs with appropriate training. Trained staff on operating procedures and company services. Investigated and resolved customer inquiries and complaints in an empathetic manner.

Coordinated department schedules to maximize coverage during peak hours. Responded to customer requests with friendly, knowledgeable service and support.

Researched complex problems and resolved issues in a timely manner. Directed training of new team members and mentored each to promote productivity, accuracy and friendly service.

Strong leader of customer support staff.

Capitalized on upsell opportunities with new and potential customers. Solved unresolved customer issues.

Cross-trained and backed up other customer service managers. COMBAT MEDIC 06/1993 to 07/1998

US Army

Collected patient medical information and details about current conditions. Performed lifesaving interventions in combat situations. Administered medications, vaccines and tests such as electrocardiograms. Conducted realistic training scenarios to prepare medical team members. Responded to emergencies with speed, efficiency and knowledgeable assistance.

Wrote office job descriptions and directives.

Identified and resolved equipment shortages.

Maintained 100% accountability of all assigned equipment worth more than

$100,000.00.

Delivered logistical support and verified that all deploying organizations had necessary supplies and equipment.

Operated and maintained field communications equipment. Documented and processed classified materials.

Operated and maintained communications equipment.

EDUCATION High School Diploma 1989

Iver C Ranum, Westminster, CO

US Army Medical, San Antonio, TX

ADDITIONAL

INFORMATION

When i am not Working for the past 17 years i have volunteered for a youth football organization as a coach. As a coach i would strive to teach my kids the importance of team work and sportsmanship.

I have also been involved in rescuing animals such as Dogs, Cats, reptiles. I would work with local dog rescues and i also worked with local law enforcement when dealing with reptiles.

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