Customer Service Agent
Resume:
LAURA CLAY
****************@*****.*** 662-***-**** Eupora, MS 39744
Knowledgeable and dedicated customer service professional with extensive experience in the customer service and support industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
• Team Oversight
• Negotiation
• Profit and Loss
• Client Service
• Employee performance evaluations
• Complaint resolution
• Inbound and Outbound Calling
• Creative problem solving
• Technical Support
• Account management
• Client Needs Assessment
May 2013 - Mar 2020
Owner
Clay Cleaners
Recruited, hired and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
•
Maintained up-to-date administrative records to
monitor operational conditions.
•
Established, optimized and enforced business policies to maintain consistency and high-quality standards across industry operations.
•
Cultivated forward-thinking, inclusive and
performance-oriented business culture to lead industry in innovation and push progress.
•
Devised processes to boost long-term business success and increase profit levels.
•
Developed key operational initiatives to drive and maintain substantial business growth.
•
Trained and developed team members to build
human capital.
•
PROFESSIONAL SUMMARY
SKILLS
WORK HISTORY
Cultivated forward-thinking, inclusive and
performance-oriented business culture to lead industry in innovation and push progress
•
Recruited, hired and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization
•
• Optimized team hiring, training and performance
Nov 2010 - May 2013
Assistant Manager of
Operations
Oakland Express
Leveraged fair evaluation processes, employee
reviews and staff mentoring to drive performance and job satisfaction at all levels.
•
Established and administered annual budget with
controls to prevent overages, minimize burn rate and support sustainability objectives.
•
Devised processes to boost long-term business success and increase profit levels.
•
Taught employees how to collaborate on daily job
tasks and achieve service targets.
•
Enhanced employee management by developing
schedules, tracking time and administering payroll.
•
Assessed supplier quality to maintain tight cost controls and maximize business operational performance.
•
Helped team members maintain business
professionalism by coaching each on methods for
delivering exceptional service to every customer.
•
Developed and maintain operational guidelines for
staff.
•
Supervised operations team to support operational
excellence and excellent customer service.
•
Evaluated current operational strategies and
recommend improvements.
•
Coordinated with General Manager in different
operational issues and promotional activities.
•
Enhanced employee management by developing
schedules, tracking time and administering payroll
•
Set, enforced and optimized internal policies to
maintain responsiveness to demands
•
Spearheaded daily staff meetings to identify
improvement strategies, discuss policy updates and facilitate open communication
•
Taught employees how to collaborate on daily job
tasks and achieve service targets
•
• Developed and maintain operational guidelines for staff
Evaluated current operational strategies and
recommend improvements
•
Monitored employee productivity and optimized
procedures to reduce costs
•
Mar 2006 - Jan 2010
Billing Call Center Manager
Quality Medical Group Inc.
Reviewed billing problems, researched issues and
resolved concerns.
•
Worked with customers to develop payment plans and bring accounts current.
•
Performed testing for billing modules, enhancing new functionality and process improvements.
•
Created new standard operating procedures
improving billing accuracy and cash flow.
•
Established and checked coding procedures,
monitored reports and updated internal files.
•
Kept up-to-date and accurate funding accounts for
internal departments, key programs and special
projects.
•
Developed strategic plans for day-to-day financial operations.
•
Performed routine closings, maintained clean,
accurate and accessible records and kept close eye on transaction updates throughout each quarter.
•
Handled large amounts of calls per day to address
customer inquiries and concerns.
•
Psychology
Holmes Community College Grenada, MS
EDUCATION
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