Customer Service Representative

GWEN EPPERSON

**** ******** *****, ********, ***** 77406

832-***-**** (Ph.) email: adrs76@r.postjobfree.com

OBJECTIVE

Obtain position within an existing or new call center where I can contribute my extensive experience and skills to ensure the center exceeds expectations for superior customer service, maximum revenue generation, high agent productivity, call efficiency, high attendance, low turnover, and budget adherence.

EXPERIENCE

FEDERAL EXPRESS CORPORATION 2001 – 2014 HOUSTON, TEXAS

Operations Manager/Customer service

Trained, led and directed 30 customer care representatives in an inbound call center. Direct motivational sessions to improve productivity and recommends measures to improve methods, quantity of sales, and suggests changes in working conditions to increase efficiency. Monitor calls to ensure quality standards and make suggestions or recommendations on improvement in quality customer service.

FEDERAL EXPRESS CORPORATION 1999 – 2001 HOUSTON, TEXAS

Senior Customer Service Representative

Responded to all calls in a quick and courteous manner, interfaced with customers on phones and answered questions service scheduling on pricing, delivery dates, and appropriate time of arrival. Effectively resolved problems related to customers’ request. Furnish shipping and tracing information to customers as required and prioritized and organized daily follow-up to ensure timely resolutions. Escalated any operational and/or emergency issue (regarding services and processes) that cannot be resolved, or could potentially cause issues to a large number of customers.

EDUCATION

Phyllis Wheatley Sr. High School 1972-1975

Texas Southern University Associate Degree 1977-1980

KEY ACCOMPLISHMENTS

Recognized as # 1 Customer Service Manager 2004-2010 Houston Metro District

Promoted to Operations Manager September 2001

Retired April 2014 with 25 continuous years of service Federal Express Corporation.

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