Customer Service

BELINDA K. SHEPARD-PAYNE

**** ***** **** ******

Lincoln, NE 68526

Cell Phone 402-***-****

Email address:

*********@*****.***

Objective: Seeking a position where I can utilize over 30 years experience in a Customer Service/Call Center environment, or customer service. Also working in the educational field, with special education program discipline. Seeking a position in the Insurance personal lines industry.

EXPERIENCE

Walmart, Lincoln. NE

Cashier Associates/Part time

November 2017-March 2020 LOA

Assisting customer with their items that they have purchase. Assisting then on information regarding the location of the items in the store. Checking out the customers

Items that they have purchase.

Lincoln Public School, Lincoln, NE

North Star High School

ISS/Supervisor

August 2008-May 2017

Assisting students with assignment completion, assisting special education students with in class assignments and problem solving. Making sure students are following the rules and policy of In School Suspension. Assisting Campus Security with various security duties. Supervising and organizing In school lunch detention, for all lunches. Assisting counselor department with schedule changes for students. Also working with the CLC program after school. Homework Zone, and various club, African American Caucus. Also worked CLC program during summer school.

Otis Spunkmeyer Company, Los Angeles, CA

Assistant Call Center Manager

January 2003-July 2008

Customer Service and Sales training of Customer Relationship Associates.

Responsible for daily Sales total for teams, daily call volume.

Make recommendations, raises, promotions and disciplinary actions to the Call Center Manager.

Monitoring and coaching Customer Relationship Associates on a regular basis.

Evaluate Customer Relationship Associates performances.

Ensure that all Customer Relationship Associates work within the company policies.

Work with the Call Center Manager to hire new Customer Relationship Associates.

Introducing new incentives programs on a monthly basis to the Customer Relationship Associates.

Marriott Worldwide Reservation Center, Santa Ana,

Manager of Reservations

August 1997-October 2003

Develop and mentor a team of 40-50 Reservation Sales Agents by tracking statistical date and motivating them to achieve their sales goals.

Ensure that all associates of the operation adhere to Marriott standard operations produces as well as comply with all polices budgetary goals of the Reservations Center.

Support the associates to provide excellent service to customers and to other in the operation.

Act independently to analyze problems and formulate plans to overcome challenges completing tasks quickly with a high degree of quality.

Very familiar with ACD and Reel-time adhere system.

Hiring of Reservations Sales Agents. Training new hires from Welfare to work program Federal government funded program.

Made sound and logical decisions and to choose appropriate courses of action based on the parameters of the situation at hand.

Westin Century Plaza Hotel, Los Angeles, CA

Reservation Supervisor

May 1995-August 1997

Coordinated group reservations with meeting planners.

Working directly with VIP clients.

Generated reports for hotel staffing and room availability

Oversaw a reservation center of 150 reservation agents.

Interfaced contact with 194 hotels.

Directed new programs for Westin Premier program.

Knowledge of Westin and Apollo computer systems.

EDUCATION

Lincoln High School Lincoln, NE

University of Nebraska Lincoln, NE

REFERENCES

Available upon request

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