Call Center Customer Service
Resume:
Jocelyn Peters
******.*******@*****.***
Goal: Continue to deepen my experience in the field of Training and Development
Skills
• High energy; Strong Written and Verbal Communication Skills; Great Memory
• Proficient in Excel and standard Microsoft platform software
• Outstanding Customer Service and Team building skills
• Certified through FCRA for Data Furnishers
●Sprint Items, Compliance Based Trainings, and PowerPoint Presentations
Experience
July 2022-April 2022
Lockheed Martin (SearchPros)
Contracted Employee; Production Planner
As a Production Planner, Planning, scheduling and coordinating production of the company’s products for the Technician’s to repair, harvest or test equipment as well as sending them to vendors. Evaluating raw materials and equipment to ensure everything is in place for production. Scheduling shifts and workers to provide proper coverage. Reporting on the production status and any production issues to upper management.
May 2019-July 2022
Hankey Group
Compliance Specialist, Corporate Trainer and Credit Dispute Analyst
As Compliance Specialist, ensure organization remains up to date on all regulatory and licensing requirements in accordance with company, state, and federal regulations. As a Corporate Trainer, responsible for increasing the company’s productivity by teaching new skills and knowledge to current and new employees. Designed and presented successful new employee training course, complete with testing modules. As Credit Dispute Analyst, research credit direct and indirect credit dispute cases to validate appropriate data from internal and third-party systems and ensure appropriate course of action is pursued. Accomplishment: Created and presented compliance violation trainings that significantly decreased violations to avoid future audits or fines. Improve corporate efficiency by mentoring collection agents on conversions, while training all of Westlake Financials and its affiliates new and current call center at all levels.
Sept. 2017—May 2019
Westlake Financial Services
CSR Department Lead, Corporate Trainer, and Credit Dispute Analyst
As Customer Service Lead, assist management team with department oversight. Monitor call coverage and assist with high-call volume throughout the day. Review various reports for compliance purposes. Participate in training and coaching of call center staff. Investigate and resolve escalated issues.
Accomplishments: Wrote, develop & create new trainings, Job Aids and shared tips with call center staff on management and corporate approved methods to improve customer satisfaction.
January 2017—September 2017
Rusnak Porsche
Sales Receptionist
Greet guests, answer phones, provide client refreshments. Present clients with new car and pre-owned information folders. Answered initial floor questions before salesperson steps in. Consult with and remain up to date on sister dealerships Audi and BMW.
July 2016 —January 2017
Corporate office of Realty ONE Group in Irvine, CA
Special Events Coordinator
As Special Events Coordinator, set up, decorate, and coordinate corporate charity events, birthdays, anniversaries, and promotional events. Work directly with facilities and the President of ONE Impressions. Consult with catering companies, venue staff, and affiliated event planners
May 2015—July 2016
Paul Martin’s American Grill in Irvine, CA
Lead Server
Bartending at Paul Martin’s in Irvine has giving me the opportunity to meet people and grow in the customer service industry. I've learned to become a multi-tasker, use my creativity to pair and create drinks and make connections with several individuals that I've created bonds with as well. Customer service to me is more than just putting a smile on, it's properly suggesting options and giving a comfortability with the guest and myself, so they know they made the right decision.
March 2014—January 2015
Paul Martin's American Grill in Westlake Village, CA
Supervisor, Bartender, and Server
Server Supervisor at extremely popular restaurant with loyal customer base. Received extensive training in customer-retention services for which the restaurant is known. Open and close restaurant when upper management is off duty. Make certain the floor is running smoothly and guests are happy. As bartender, observe the same exacting service and attitude standards.
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