Customer Service Call Center
Resume:
Angie Davidson
Wapello, IA *****
***************@*****.***
Strategic-thinking individual experienced in customer service and business administration. Owner of small business for more than 5 years. Offering engaging and pleasant personality with expertise improving customer relationships.
Authorized to work in the US for any employer
Work Experience
Owner/Operator
Simple Liberty Soap Co - Wapello, IA
September 2012 to Present
Stayed current with market trends to determine optimal pricing of goods and services and to capitalize on emerging opportunities.
Consulted with customers to assess needs and propose optimal solutions. Conducted target market research to scope out industry competition and identify advantageous trends. Fulfilled customer shipping needs by completing all purchase orders and customer invoices. Promoted business via social media to generate leads and maximize brand identity. Peer Recovery Coach
ALCOHOL AND DRUG DEPENDENCY SERVICES OF SOUTHEAST IOWA - Burlington, IA June 2021 to July 2022
• Provide direct services to clients on an individual, group and family basis in the office setting to teach recovery management skills, promote personal growth, whole health wellness and assist client with recovery goals.
• Document services in agency electronic health records and any other required documentation per grant requirements, state licensure and CARF standards.
• Work within a team model and participate in case consultations and other discussions related to client needs as an active voice for the client.
• Assist client and treatment team to identify those needs of the client and collaborate with treatment team to make an appropriate referral to an outside organization which can meet those needs if necessary
• Responsible for maintaining confidentiality of all client treatment in accordance with applicable state and federal laws and rules (e.g. 42-CFR-2 for substance abuse clients).
• Provide for community awareness/education as needed, group sessions with mental health and dual diagnosis facilities
• Facilitate group sessions in residential treatment Customer Service Representative
J&P Cycles Motorsport Aftermarket Group - Anamosa, IA February 2006 to February 2008
Regularly exceeded daily sales and product add-on quotas. Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Cultivated customer loyalty, promoted repeat customers and improved sales. Answered customer telephone calls promptly to avoid on-hold wait times. Educated customers on promotions to enhance sales. Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes.
Used company troubleshooting resolution tree to evaluate technical problems while leveraging personal expertise to find appropriate solutions.
Provided primary customer support to internal and external customers in fast-paced environment. Responded to customer requests for products, services and company information. Offered advice and assistance to customers, paying attention to special needs or wants. Inventory Control Specialist
West Liberty Foods - West Liberty, IA
February 2005 to March 2006
Completed logs and reports detailing production data such as volume, materials used and quality assurance results, helping management make accurate operational decisions. Addressed internal supply problems head-on and developed creative solutions to prevent delays and missed targets.
Worked with supervisors and team members to understand supply needs and bring levels within desired tolerances.
Scheduled deliveries of materials by specified time to begin production on time. Completed physical inventory counts.
Accepted delivered packages, verified products and checked delivery totals to keep system records current and accurate.
Recorded information, shortages and discrepancies to keep records current and accurate. Completed daily cycle counts to maintain accuracy of records. Recorded production data listing quantity produced. Input data in Office to create updated status reports for quick reference of project progress and deadlines. Audited and corrected discrepancies in inventory numbers. Kept all documentation and records accurate and up-to-date with latest data to prevent errors in processing or delivery.
Implemented organizational systems to optimize product placement and operational productivity. Customer Service Team Leader/Assistant Supervisor
Interactive Technologies Inc. - Cincinnati, OH
March 2000 to November 2005
Supervised team of up to 15 customer service representatives on a rotating basis Developed scripting
Handled escalated customer calls
Scheduling
Collections
Education
Associate's degree in Journalism and Communications Kirkwood Community College - Cedar Rapids, IA
High school diploma or GED
Skills
• Business administration
• Consulting
• Marketing
• Relationship building
• Negotiation
• Client Service
• Partnership development
• Verbal and written communication
• Staff Management
• Project Management
• Business Development
• Coaching and mentoring
• Blogging
• Digital Marketing
• Journalism
• Public Relations
• Research
• WordPress
• Social Media Management
• Restaurant experience
• Software troubleshooting
• Computer literacy
• Mechanical knowledge
• Customer service
• Computer Networking
• Creative Writing
• Behavioral health (1 year)
• Addiction counseling (Less than 1 year)
• Motivational interviewing
• Computer skills
• HIPAA
• Health-care (2 years)
• Administrative experience
• Organizational skills
• Microsoft Outlook
• Microsoft Excel
• Microsoft Word
• Crisis intervention
• Case management
• Warehouse experience
• Collections (4 years)
Certifications and Licenses
CPR
December 2021 to December 2023
CPR and First Aid
Center for Addiction Recovery CCAR
September 2021 to Present
Recovery Coach Training 30 CEUs
Ethics 16 CEUs
DOT UA
2021 to 2024
Certified for Federal, DOT, E-screen, and BAT
Non-Violent Crisis Intervention
September 2021 to September 2023
5 hours CPI
Driver's License
Assessments
Work Motivation — Completed
October 2020
Level of motivation and discipline applied toward work Full results: Completed
Call Center Customer Service — Expert
March 2020
Applying customer service skills in a call center setting. Full results: Expert
Brand Ambassador — Expert
March 2020
Promoting brand awareness and sales.
Full results: Expert
Delivery Driver — Highly Proficient
September 2020
Interpreting instructions or signs and solving problems Full results: Highly Proficient
Retail customer service — Expert
March 2021
Measures a candidate's ability to comprehend and respond appropriately to retail customer needs. Full results: Expert
Customer service — Highly Proficient
November 2020
Identifying and resolving common customer issues
Full results: Highly Proficient
Supervisory skills: Motivating & assessing employees — Proficient July 2021
Motivating others to achieve objectives and identifying improvements or corrective actions Full results: Proficient
Call center customer service — Expert
March 2020
Applying customer service skills in a call center setting. Full results: Expert
Automotive maintenance — Proficient
July 2021
Knowledge of vehicles, vehicle maintenance, and repairs Full results: Proficient
Attention to detail — Proficient
March 2021
Identifying differences in materials, following instructions, and detecting details among distracting information
Full results: Proficient
Customer focus & orientation — Proficient
November 2020
Responding to customer situations with sensitivity Full results: Proficient
Indeed Assessments provides skills tests that are not indicative of a license or certification, or continued development in any professional field.
Contact this candidate