Customer Service Call Center

JEFFERY

CARROLL

CONTACT

PHONE:

214-***-****

EMAIL:

*******.************@*****.***

HOBBIES

Breeding Dogs

Fishing

Camping

EDUCATION

Western Texas College

Aug. 1996 – April 1998

3.75 GPA/ 36 HRS

Plano Senior High School

Aug. 1991 – April 1993

3.5 GPA

WORK EXPERIENCE

Lavish Rags Boutique

05/2021 - Present

- Prepared boxes for shipping

- Counted item quantities for shipping

- Prepared shipping labels to be picked up by shipping carrier

- Verified addresses on each label

- Verified each item in the package to be shipped

- Sent packages to the designated shipping area

Ace Cash Express Help Desk Supervisor (Promoted)

03/2013 – 04/2020

- Supervised a team of 10- 15 Help Desk reps in call center environment

- Conducted interviews for Help Desk department

- Conducted monthly one on ones to coach and mentor towards meeting departmental standards

- Gave feedback to my reps from the QA team

- Assisted with developing training manual for department and conducted training classes

Ace Cash Express Tech Support Rep (Promoted)

04/2010 To 03/2013

- Operations 2nd level technical support

- Diagnosed and troubleshooting of all POS and SSM system issues

- Remote (phone) correction instructions and coaching to center employees

- Ordered and arranged shipment of replacement equipment

- Configuration of POS PCs and related equipment for deployment to retail outlets as required

ACE Cash Express Help Desk Representative

12/2008 To 04/2010

- Fielded inbound Help Desk/Customer Service calls from Customers

- Provided Tier 1 Technical Support to retail center representatives

- Assisted in training new hires

- Consistently met metrics in areas of Talk time and QA’s

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