Experienced Customer Service Representative
Resume:
Brandi Counsell
Granite City, IL 62040
******.******@*****.***
Dear Sir or Madam:
I read, with interest, your posting for the Customer Service position on an online job search website. I believe I possess the necessary skills and experience you are seeking and would make a valuable addition to your company.
As my resume indicates, I possess more than 16 years of progressive experience in the Customer Service/Management field. My professional history includes positions such as RTA Support Supervisor at YTB, Customer Retention Agent at Convergys as well as Risk Interviewer for Quest Diagnostics.
Most recently, my responsibilities as a Risk Interviewer taught me the fundamentals of complying with HIPPA laws and maintaining applicant’s privacy. As a Customer Retention Agent, my responsibilities included: Providing excellent customer service, active listening and confidentiality on every call and meeting all Client (ATT) required metrics, including call handling time, managing after call work, quality control and upholding all internal policies. While as a Support Supervisor, I successfully managed a 7–9 person team on a daily basis, monitored quality of employee work, hosted weekly team meetings and performed reviews of team members. My supervisor also relied on my ability to answer questions concerning training courses, travel credentials, site maintenance, and cancellation issues. These positions really strengthened my existing customer service skills and improved my knowledge of other fields.
I have attached my resume and also a letter of recommendation from a previous employer for your review and I look forward to speaking with you further regarding your available position.
Thank you,
Brandi Counsell
Brandi Counsell
2909 Buxton Ave.
Granite City, IL 62040
******.******@*****.***
OBJECTIVE: Seeking a position to utilize my current customer service skills, to acquire new computer skills, and to gain more work experiences while continuing my education.
QUALIFICATIONS:
Proficient in: Microsoft Word, Excel and other data entry programs
EDUCATION:
1998 Southwestern Illinois College - General Studies
2006 Southwestern Illinois College - Office Technology Certificate
2015 Ashford University – BA in Human Resources Management (currently enrolled)
EXPERIENCES:
Quest Diagnostics St. Louis, MO
Risk Interviewer I 08/2016-present
Contact applicants regarding life insurance applications
Gather medical, financial, occupation and avocation histories for applicants
Observe and comply with company polices and laws regarding the gathering and use of all supplied applicant information
Maintain and exceed all company expectations regarding phone and production time
Convergys Arnold, MO
ATT Customer Retention Agent 10/2010 to 06/2014
Provide excellent customer service, active listening and confidentiality on every call.
Meet all Client (ATT) required metrics, including call handling time, managing after call work, quality control and upholding all internal policies.
Worked from home as a Telecommute Agent, able to self-supervise and troubleshoot all required equipment.
Your Travel Biz.com Wood River, IL RTA Support Supervisor 03/2007 to 06/2010
Answer inbound phone calls from RTA/REPs in the field.
Process payments for Initial Set up fees and monthly maintenance fees.
Answer questions concerning training courses, travel credentials, site maintenance, and cancellation issues.
Coordinate shipping requests.
Proficient in travel bookings, vender contacts and commission payouts
Successfully managed a 7 – 9 person team on a daily basis, monitored quality of employee work, hosted weekly team meetings and performed reviews of team members
Taco Bell Granite City, IL
Shift Manager 1/2000 to 07/2006
Wrote, designed and produced a filing system for tracking customer complaints.
Coordinated activities of workers engaged in keeping business records, collecting and paying accounts, ordering and purchasing supplies and delivery of foodstuffs to customers.
Interviewed, hired and trained personnel.
Trained and managed a 22 person team: scheduled work hours, resolved conflicts, and determined salaries and achieved significant improvements in their productivity.
Brandi Counsell
2909 Buxton Ave.
Granite City, IL 62040
******.******@*****.***
REFERENCES
Jessica Weiser
Verizon Sales Team
Granite City, IL 62040
***************@*****.***
Katrina Bridges, Vice President of Support
YourTravelBiz.com
Wood River, IL 62095
********@***.*********:***@***.***
Selena Ingles
Equifax Inc.
St. Louis, MO
**********@*****.***
Barbara McKernon, Supervisor
Quest Diagnostics
Gregory Kristensen, Supervisor
Quest Diagnostics
St Louis, MO
********@*****.***
June 17, 2010
To Whom It May Concern:
It is with great pleasure that I write this letter of recommendation for Brandi Counsell, whom I have worked with for the past 3 years.
Brandi joined our organization in March, 2007 and was employed until a recent layoff, which was certainly not a result of performance. During her employment period, she demonstrated all the qualities that employers seek in searching for employees with a strong work ethic.
As an organization with constant change, Brandi quickly picked up on new direction with various projects and concepts, including cross-training for various departments. Brandi performed her work with a passion for service, always ensuring that our customers were well cared for. She is a team player, dependable, and dedicated – all great qualities that would contribute to your organization. Brandi has a positive attitude, regardless of the situation, that is infectious with other team members. She was a Team Supervisor that clearly put the needs of her team first and was extremely dedicated to helping them succeed. She understands what it takes to make a good leader and to help others achieve the same.
It is unfortunate for YTB that, due to economic circumstances, we were forced to reorganize our company and lose valued employees such as Brandi. I would highly recommend her for any position or career that she may now seek to pursue.
If you have any additional questions, please do not hesitate to contact me via e-mail, *******@***.*** or 618-***-****.
Sincerely,
Duane Vancil
Chief Operating Officer
YTB International, Inc.
YTB International, Inc. YourTravelBiz.com YTB Travel Network
1901 East Edwardsville Road, Wood River, Illinois 62095-2268 Tel: 618-***-****
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