Judy Tokos

**** ******** ** *** * 727-***-****

Port Richey, Florida 34668 adr11b@r.postjobfree.com

Experienced Senior Call Center Agent with a strong history of success delivering exceptional Customer Service in fast-paced contact center environments. A great phone negotiator and problem solver individual, who know how to leverage World Class Customer Service principles and experience to attain maximum phone productivity, deliver top performance, streamline call flow, and augment profitability. An effective trouble-shooter who creates solutions for customers and produces results for companies.

STRENGHTS AND EXPERIENCE

Excellent Communicator • Strong Conflict Resolution Skills

Proficient with Retention and Negotiation Skills • Quality Assurance Top Performance

Talented Problem-Solver • Fast and Effective Phone Agent

PROFESSIONAL EXPERIENCE

TELEPHONE SERVICES, INC. – Tarpon Springs, Florida November 2003 – Present

Regulatory Compliance Specialist

Responsible for handling account dispute negotiations by delivering One Call Resolution Customer Services to diverse business clients and their customers. Managed Regulatory Compliance Queue by utilizing performance-based principles to attain production objectives, quality assurance goals, and problem resolution.

Significant Accomplishments:

Achieved an average of $10,000.00 in annualized savings by effectively researching accounts, regulating FCC policies, and negotiating settlements with customers.

Consistently achieved highest Quality Assurance scores by effectively using World Class Customer Service methodologies and guidelines.

Recipient of multiple Certificate Awards for providing Excellent Service and Do the Right Thing

Exceeded Time Management expectations by delivering low talk time while maintaining highest call per hour, top rated quality, and strong retention rates.

Recognized by Executive leadership for having an efficient turn-around-record with Compliance calls and for proactively seeking process improvement through the discovery of procedural gaps and anomalies.

Assigned to manage and resolve complex calls that required critical thinking, negotiation skills, and problem-solving aptitude to prevent Regulatory escalations.

Recognized by leadership staff through promotions from phone agent to Sr. CSR, and eventually Regulatory Compliance Specialist as the result of my performance.

NIELSEN MARKETING – Dunedin, Florida 2001 - 2003

Outbound Interviewer

Responsible for outbound calls conducting surveys for consumers by soliciting opinions and information regarding their TV viewing preferences.

Significant Accomplishments:

Accurately completed phone surveys with detail information and low margin of error

Achieved highest number of surveys completed for each case study

Successfully produced quality customer experience during each contact

TROPHY CLEANERS – Tampa, FL 1994 - 2000

Dry Cleaning Specialist

Responsible for managing the dry cleaning retail store by providing customer service, quality control, stocking of goods and supplies, and carrying out daily sales reconciliation.

Significant Accomplishments:

Provided dry cleaning and customer service to consumers by managing front counter

Assisted customers with dry cleaning needs in three different locations

Accurately processed end of day business transactions and cash reconciliation

Managed deliveries and pick up of customer’s orders

Coordinated work load for employees

Effectively accounted for daily cash and sales revenue without error or discrepancies

Built excellent relationships with vendors, customers, and staff members

EDUCATION AND ADDIONAL TRAINING

World Class Customer Service – Training/Certification

Call Flow Certification

Microsoft Office

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