Customer Service

Theresa Zolli

*** ****** **. ******** *******, CO 80906 256-***-**** ***********@*****.***

CAREER OBJECTIVE

Adaptable professional with 18.5+ years of experience and a proven knowledge of conflict resolution, customer communications, and customer service. Aiming to leverage my skills to successfully fill the Customer Service Representative role at your company.

EXPERIENCE

LG ELECTRONICS ALABAMA INC, Huntsville, AL

Escalation Supervisor, Mar 2004 - Jun 2020

Troubleshoot customer appliances and electronics. Research to resolve customer issues and ensure

timely resolution

Serve as a point of escalation for calls requiring a high degree of expertise, discretion, and mediation

Document cause, actions taken and resources required to resolve customer issues, utilizing call management tools to log calls.

Follow-up to assure resolution of issues and achieve closure.

Analyze complaints/issues to identify cause and make necessary recommendation for process change

WEST TELECOMMUNICATIONS, Huntsville, AL

Performance Assessment Specialist/Subject Matter Expert, Aug 2000 - Feb 2004

Monitor and evaluate incoming and outbound calls

Evaluate cases handled by senior leaders

Provide feedback to agents

Assist by taking escalated calls

Provide troubleshooting of satellite systems and adjust customer accounts

EDUCATION

UNIVERSITY OF ALABAMA IN HUNTSVILLE

Huntsville, AL

Completed coursework towards Biology Biology (Dec 1995)

BOB JONES HIGH SCHOOL

Madison, AL

High School Diploma (May 1993)

ADDITIONAL SKILLS

• Teamwork

• Problem-Solving

• Communication

• Flexibility

• Customer Service

• Active Listening

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