Customer Service Csr

PEGGY DODSON

PROFILE

Innovator specializing in team-building

and education. I enjoy building and

maintaining strong interpersonal

relationships, and using those

relationships to accomplish

organizational goals.

Especially enthusiastic about working

with teams with a culture of openness,

innovation, and high-quality service.

CONTACT

PHONE:

904-***-****

ADDRESS:

19207 Clevera Walk Lane

Houston, TX 77084

EMAIL:

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

REFERENCES

Lib Noori

Communication & Marketing Specialist

Masterword Inc.

940-***-****

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

Alycea Price

HR & Diversity Manager

Masterword Inc.

281-***-****

Alicyn Bolton

Personal Reference

713-***-****

EXPERIENCE

2021 - 2022

Human Resource Coordinator • Masterword Inc. • Houston, TX

• Coordinated talent recruiting and onboarding process.

• Prepared performance reviews for all corporate employees.

• Created and administered Employee Wellness Program.

• Evaluated and expanded in-house training opportunities.

• Led and coordinated employee “Fun Committee”, including work with local charities and non-profit groups.

2021

Administrative Specialist • Riverway Business Services • Houston, TX

• Coordinated employee onboarding process, including document management.

• Updated and streamlined training manuals and materials in order to increase efficiency.

• Invoice and data-entry tracking.

• Conducted employee offboarding after completed employee assignments.

• Assisted with SalesForce management.

• Calculated and tracked employee commissions.

2019 – 2021

Customer Service (CSR) Manager • Keystone Advisors • Houston, TX

• Coordinated data tracking for CSR division of health insurance contracting firm.

• Developed and maintained systems to recruit, train, and retain highly effective customer service representatives.

• Designed and implemented company-wide strategies for quality assurance.

• Designed and implemented programs for corrective action coaching.

• Led “morning huddle” meetings to focus and motivate CSRs.

• Organized and conducted campaigns for customer outreach and expansion.

• Served as prime facilitator of customer service escalation. 2009 – 2018

Teacher • American Sign Language • Niceville, FL

• Wrote assessments at school and county level.

• Expanded program from a two-year to a four-year curriculum.

• Helped implement new ASL programs at three other district high schools.

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