Service Representative Customer

LaVonne A. Canava

Highly motivated self-starter with over 20-years of combined experience delivering exceptional Customer Service including team management. Outgoing, friendly and people oriented. Well organized, efficient, adaptable, strong communication skills and the ability to manage multiple tasks in a fast paced environment. Always a team player with a positive attitude engaged in team participation and building a strong team camaraderie. Torrance, CA 90501 310-***-**** **********@*****.*** WORK EXPERIENCE

AT&T — Team Sales Manager - MSS

AT&T — Customer Service Representative

TRE Printing — Account Manager

08/2019 to 08/2021, Cerritos, CA

Monitored and supervised the day-to-day productivity, utilization and schedule adherence of 12-15 direct reports in a high volume call center.

Provided on-going coaching and training on best practice strategies to continually develop employees sales and service techniques and KPI standards.

Analyzed team and individual performance to identify trends, areas of opportunity and propose solutions to upper management.

Diligently performance managed employees not meeting expectations by having connected coaching sessions and accountability conversations with follow up.

Maintained attendance records, reviewed time cards, and other administrative processes. Ensured all policies and procedures were followed including approvals of all warnings and terminations and participated in nal warnings and terminations as needed. Assisted sales oor to create positive and motivating environment with a positive team connection. 10/2014 to 07/2019, Cerritos, CA

Responded to customer requests or questions concerning services, products, billing and payments, equipment, claims, and reported problem areas.

Provided the highest degree of courtesy and professionalism while maintaining company integrity and adhering to company guidelines.

Transitioned each call to a sales opportunity with a personalized recommendation of other AT&T products and services.

Handled business transactions in connection with activations of new customer accounts on computer terminal. Executed nancial decisions to protect/collect revenues and adjust customer accounts as needed. Maintained working knowledge of all company products, services, promotions, and policies. Served as an Mi60 on numerous tours; participated as Globe Ambassador; continually contributed on the Fun at Work committee.

10/1998 to 07/2013, Torrance, CA

Oversaw all graphic design, and marketing campaigns for prominent car rental agency’s used car sales. EDUCATION

California State University, Dominguez Hills — Pharmacy Technician Grossmont Community College — O ce Administration

Proofed and edited materials to improve the verbiage and tone; ensured messaging optimized the client’s brand and engaged audiences.

Collaborated with in-house graphic design team to brainstorm new campaign ideas. Remained highly detail oriented and organized while overseeing numerous projects. Handled tight deadlines while maintaining client relations and keeping production teams on schedule with the ability to regulate and reprioritize to changing environment. 07/2013 to 09/2013

08/1991 to 12/1993

General studies, o ce administration

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