Customer Service Agent
Resume:
Theodis Lane II
Phone no. 813-***-****
*************@*****.***
Objective
A skilled customer service agent with supervisor experience seeking a position as a driver/transporter in the Tampa Bay area.
Objective Statement
A high energy and results-driven professional with over 20 years of customer service experience as well as transportation.
Highlights and Recent accomplishments while working at EPIQ
Employee of the Month (July of 2019)
Recognized on the QA list several times (2018 and 2019)
Has Maintained over a 95 QA average (October 2017 – Present)
Has great attendance
Dedicated to the Citi Case but has worked various cases to help with productivity
Helped with Floor Support (helping agents understand the details of the case)
Versatile and a Team player always willing to assist
Core Competencies
Communication Skills
Data collection and analysis
Problem analysis and problem solving
Decision-making
Planning and organizing
Presentation Skills
Technical Skills
MS Office
Technical writing skills
Latest technology trends, digital platforms and applications
Work History
Agent/Help Desk Representative/Customer Service Representative 2
October 2017- April 2022
Working to achieve the best possible outcome in customer service, by providing valuable information/results to various clients. Helping customers by providing solutions to their questions. Making sure that data was kept and logged in a secure and efficient manner. Maintained an above average Quality Assurance Score (above 95). Recognized as Employee of the Month for July 2019. Worked in a Supervisor Role by helping Agents with calls and giving solutions to their problems. Handling various administrative actions to fulfill and progress the company’s agenda.
Care Giver -
November 2015 – July 2017
Took care of my sick Father for 2 years. Transported to medical appointments ensured quality of life was provided.
Florida Hospital- Customer Service/Security/Safety employee.
April 2010 -April 2014
Worked under Security and Safety by providing safety to visitors, patients, and employees. Was trained in communicating hospital rules and regulations to various personnel. Was in an environment where great customer service was paramount for success. Answered phone calls and gave accurate information to various important situations.
Critical Intervention Services Patrol -Ofiicer
May 2009- March 2010
Patrolled Neighborhoods in Tampa Bay by reaching out to residents with great Customer Service skills to improve the quality of living. Helped de-escalate potential problems by using inter-personal skills. Relied heavily on communication to complete various tasks within several Tampa Bay Communities.
Hillsborough County Sheriff’s Office – Deputy
April 2004- July 2008
Insured inmates, visitors, employees of the Sheriff’s office was safe and secure. Transported personnel to court and various places. Was highly trained in interpersonal skills, descalation skills, and following protocol. Learned to adapt quickly in adverse situations. Customer Service was paramount in all levels of the Sheriff’s department.
Securitaas Company. – Field Supervisor
May 2003 – February 2004
In charge of 27 different sites. Was in charge of Client Relations, officer training and accountability. Instructed and lead in instilling superior customer service skills to officers. Developed a great relationship with various clients. Implemented Communication Skills to officers that helped them succeed in their assignments.
Lear Seigler Inc. – Logistical Analysis
January 2001 – March 2002
Communicated with the government and local units to ensure parts were received in a timely manner. Developed superior customer relation skills by interacting with various sections of the government and the U.S Army.
U.S Army – Non- Commissioned Officer/ Sgt
October 1994- July 2000
Worked as an automated logistic specialist and an ambassador of U.S (Last 2 years being a part of the 10th Mtn Div Band). As a logistic specialist was in charge of ensuring that parts was received and ordered for the HQ Unit’s motor pool. Developed communication skills that helped in major transactions to help the readiness of the Unit. Served as a vocalist of the Army Band (an ambassador of song). Toured the eastern coast of the United States and Bosnia (Peace keeping Mission). Developed superior communication skills while with the Army Band. Received the Army Achievement Medal, National Defense Ribbon, and the Army Commendation Medal.
Education
Robinson High School 1994
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