Customer Service Call Center
Resume:
Tanya
Scott
Tanya Scott
Newport News, VA 23602
*****.********@*****.***
ㅡ
Objective
ㅡ
Skills
A motivated, customer service specialist with over 15 years retail experience in a fast-paced, team-based environment. Customer service professional seeking a management role. Skilled in training staff and establishing rapport with clients. Self-motivated with exceptional communication and computer capabilities. Experience in credit card services, fraud operations and collections. Team player with exceptional listening and critical thinking skills.
Fiscal budgeting knowledge
Financial reporting specialist
Accounting operations professional
Strong communication skills
Superior attention to detail
Cash flow analysis
QuickBooks expert Oracle proficiency
Financial modeling capability
Self-motivated professional
ㅡ
Experience
Customer Service Associate 04/2014 to Current
Tmobile – Richmond, VA
Improve call center functionality and service capacity by resolving customer complaints efficiently and quickly.
Analyze call volume and average call time to monitor Customer Service Representative performance and productivity.
Oversee call center employees to ensure customer satisfaction goals were consistently met.
Manage customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment.
Accurately document, research and resolve customer service issues.
Develop all process controls and metrics for daily management of the Call Center.
Manage high call volume with tact and professionalism.
Meets or exceed service and quality standards every review period.
Lead Associate 08/2010 to 09/2013
Virginia ABC – Richmond, VA
Managed a wide variety of customer service and administrative tasks to resolve customer issues quickly and efficiently.
Recipient of multiple positive reviews acknowledging dedication to excellent customer service.
Ensured superior customer experience by addressing customer concerns, demonstrating empathy and resolving problems on the spot.
Routinely answered customer questions regarding merchandise and pricing.
Asked open-ended questions to assess customer needs.
Implemented marketing strategies which resulted in 15% growth of customer base.
Scheduled staff shifts to cover peaks and lulls in customer inquiries.
Devised and published metrics to measure the organization's success in delivering world class customer service.
Fiscal Technician 05/2002 to 09/2009
Virginia Correctional Center for Women – Goochland, VA
Assisted with the merger of accounting information into the Oracle financial platform.
Reconciled vendor statements and handled payment complaints or discrepancies.
Supervised invoice processing, purchase orders, expense reports, credit memos and payment transactions.
Filed and addressed employee complaints in accordance with company policies and government regulations.
Successfully implemented new technologies and process automations to encourage continuous improvement.
Maintained integrity of general ledger, including the chart of accounts.
Suggested budgetary changes to increase company profits.
ㅡ
Education
Associate of Science: Health Care Administration
Stratford University - Richmond, Virginia
ㅡ
Awards
Contact this candidate