Cecilia L. B. Thompson

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

Cincinnati, Ohio 45245

Cell 513-***-**** call or text

Landline 513-***-**** for working from home

E-mail admxkv@r.postjobfree.com:admxkv@r.postjobfree.com

Objective: To obtain a challenging position where my abilities, experience, and knowledge can be utilized.

Education: Amelia High School, Amelia, Ohio Graduated 1969; Miami Dade College, Miami, Florida 1991-1992; Webster College, New Port Richey, Florida 1992-1993 Business Administration/Accounting.

Work experience: 7/2017 to 4/8/2020 Aspire Lifestyles (WFH)

Concierge Specialist/CITI Bank Cards – Received Daily Promise Time Report and emailed Concierges when cases were due. Notified Concierges of email replies. Audited the Auditors on 4th Night bookings, making sure refunds were correct. Audited Concierges cases in EPC for errors and relayed information through Excel reports to Team Managers. Helped with Hydra. Reported to Vitaliy and Vinicius.

12/2013 to 11/2017 Aspire Lifestyles (WFH)

Concierge for Black Card/Luxury Card – Took inbound calls from customers who needed car rentals, hotel reservations, dining reservations, airline reservations and sightseeing tours.

11/2009 to 12/2013 VIP Desk (WFH)

Team Manager for JPMC Program – Mentor, develop and inspire BAs to provide superior customer service in accordance with client values and program goals; Evaluate, research and resolve customer issues; Monitor live calls and provide instant feedback to Brand Ambassadors; Grade calls utilizing the Quality Tool; Identify and coach Brand Ambassadors who require additional program skills; Motivate Brand Ambassadors by developing educational contests, introducing new initiatives, addressing program issues, and adjusting to meet all program objectives; Administered disciplinary actions, addressed complaints and resolved issues in a timely manner.

11/8/2008 to 11/2009 VIP Desk (WFH)

Independent Contractor – Eddie Bauer program, taking incoming calls for orders and offering up-sales, handling customer service calls (exchanges, complaints, status of order, offering up-sales, and answering emails of orders, questions about clothing, status of orders, etc.

2/2007 to 11/2009 LiveOps, Inc (WFH)

Dedicated Associated Facilitator for Outbound - over 400 agents. Held sessions for Selling Skills, Scripting and product knowledge, issued disciplinary actions, maintained client goals, etc.

10/2006-2/2007: LiveOps, Inc (WFH)

Dedicated Associated Facilitator for AIG program.

8/2006-10/2006 LiveOps, Inc (WFH)

Associated Facilitator for a team of approximately 250 agents taking inbound sales calls.

10/2005-8/2006 LiveOps, Inc (WFH)

Independent Contractor taking inbound sales calls for a variety of vendors.

3/2000-8/2006 Special Data Processing, Inc., Clearwater, Fl

Senior Supervisor for Sales Associates in both the Entry Level Dept. and Verification Dept. Trained associates on scripts, rebuttals, magazines sales, and how to take credit cards. Also took inbound calls and entered customers into the Sweepstakes sponsored by National Magazine Exchange and as a Sales Supervisor took the credit card information to finalize the sales.

3/1999-3/2000 Mease Morton Plant Hospital Clearwater, Fl

Billing Clerk - Processed ICD9 codes for billing to insurance companies.

2/1996-3/2000 A-1 Answering Service Hudson, Fl

Telephone Operator Processed all incoming calls and forwarded them to the customer.

2/1996-3/2000 Oak Hill Hospital Brooksville, Fl

Switchboard Operator

References: Will submitted upon request.

Summary of Qualifications: As a Supervisor on the sales floor and as a Home Agent Supervisor, handled all payroll issues, trained, oversaw all reps on the floors, and at home, role played, monitored, handled scheduling, daily reports, the RTD, all computer issues either at home or on the floor. Stayed positive at all times and made sure the teams were always left with a good feeling about their days work.

Concierge/Blackcard, I worked with customers to plan/research and book vacations, weddings and business trips. Also, I booked tickets for concerts and sporting events.

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