Customer Service Call Center

Anthony D. Jones

**** ********* ***, **********, ** 30005 (Cell) 678-***-****

Email: *************.*****@*****.***

Objective:

Seeking career opportunities with room for advancement that will allow me to exhibit my abilities to lead as well as be a team player.

Experience:

2020-Present Various Contract roles in Call Center/Customer Service

Equifax Information Systems: Oct2008 – April 2020

Atlanta, GA

Customer Service Dispute Resolution Supervisor

Responsible for all team policies and procedures

Distribute workload based on volume, employee experience, bandwidth and business priority

Advanced knowledge of consumer or business credit processing/ operations

Ensure team meets or exceeds goals and metrics

Handle customer escalations professionally

Responsible for managing budget and payroll

Encouraged employee development and career advancement

New hire training

Develop, implement, and update best practices to streamline operations, standardize processes, and enhance customer service

Ensure team complies with FCRA/CFPB/ Security and compliance regulations.

Foster positive relationships with cross functional teams

Manage phone and written quality

Equifax Information Systems: May 2004-Oct 2008

Atlanta GA

SBE (Small Business Enterprise) Customer Care Specialist: provides

Provide excellent customer service for all small business owners, telephone or written

requests for disclosure and dispute

Back up to other Equifax or outsourcing locations in regards to contacts

Participate and provide input to the development of automated system

Work with Equifax business customers with priority handling and service

Handle escalations referred by SBE call center unit

Provide Support for sales and marketing associates

Education:

Hill College

Hillsboro, TX

Major: Physical Therapy

*Continued Education: Beginning Access and Excel, Windows 98, Windows11, Oracle

Skills:

Approachable yet professional

Self-starter but able to work efficiently within groups

Proficient in Windows, Microsoft Office, and Lotus Applications

Dependable and Motivated

Excellent with time management and organization

Typing Speed: 45-50 wpm

Professional and Personal References Available Upon Request

Contact this candidate