Customer Service Representative Manager / Front Desk Manager/

GAYLE KNOTTS

ADDRESS: **** **** **** ** ***** LAS VEGAS NEVADA 89031

Phone:650-***-****

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

** ***** ******** ******* **********

*/**/****-*/*/2003

MANAGER CUSTOMER SERVICE REPRESENTATIVE CREDIT AND COLLECTIONS, AT&T-SAN FRANCISCO CA

Managed and supervised a group of 26-30 Customer Service Representatives. Duties included monitoring 5 calls a month making sure accurate and courteous procedures and information was given to each caller. Provided coaching and development if needed. Monitored attendance. Handled escalation calls for angry customers to make sure all their needs were met, and they were satisfied with the complete outcome and the reason for their call.

3/15/2005-12/31/2006

Call Center Manager for American Building Maintenance (ABM)

Managed the call center for the Customer Service Representatives who took calls for

maintenance orders for the Bank of America Branches across the United States. Duties included making sure all work orders were processed, received, and completed daily within the 2–4-hour time frame. Made sure there was enough Customer Service Representatives staffed daily to adequately handle the work orders coming in. Monitored calls to make sure all procedures were handled properly.

1/02/2007-3/24/2018

CALL CENTER CUSTOMER SERVICE REPRESENTATIVE SUPERVISOR, City and County of San Francisco

Managed and supervised a group of 15-20 Customer Service Representatives. Duties included monitoring 5 calls a month making sure accurate and courteous procedures and information was given to each caller. Provided coaching and development if needed. Monitored attendance. Handled escalation calls for angry customers to make sure all their needs were met, including they were satisfied with the complete outcome for their call. Conducted on site recruiting/hiring interviews for new hire candidates applying for the Customer Service Representative position.

8 /27/2018-12/13/2018-Temporary Assignment

On call /Call Center Customer Service Representative -Golden Nugget Hotel Las Vegas Nevada

Received 100-150 inbound calls per day for customers inquiring about the hotel and casino’s everyday activities, as well as pricing. Provided information daily on updates and pricing for events and room rates, for Nevada as well as Atlanta. Transferred calls when appropriate to specific departments to meet the customer needs.

1/25/19-5/17/21

Front Desk Customer Service Representative /Assistant Team Leader H&R Block-Seasonal Position -Henderson Nevada

In a fast-paced environment. Managed front desk for the tax season by answering the phones, making, and changing appointments. Spoke with clients directly about their income tax filing recommendations for dollar amounts of eligibility for certain tax breaks, filing status. Created schedules weekly based on the needs of the business, ran daily reports for the office, keeping all files updated daily. Checked the clients in for their appointment. Processed payments for the clients. Assisted Tax Professionals with their needs.

10/22/2021-4/22/2022

Front Desk Customer Service Representative /Assistant Team Leader H&R Block-Seasonal Position -Henderson Nevada

In a fast-paced environment. Managed office daily for the tax season by running office reports,

checking schedules, making sure there were enough employees staffed to accommodate the scheduled appointments as well as the walk in appointments. Spoke with clients directly about their income tax filing recommendations for dollar amounts of eligibility for certain tax breaks, filing status. Created schedules weekly based on the needs of the business, keeping all files updated daily, checked the clients in for their appointment. Processed payments for the clients. Assisted Tax Professionals with their needs.

09/15/2022-Present

Front Desk Customer Service Representative /Assistant Team Leader H&R Block-Seasonal Position -Henderson Nevada

In a fast-paced environment. Managed office daily for the tax season by running office reports,

checking schedules, making sure there were enough employees staffed to accommodate the scheduled appointments as well as the walk-in appointments. Spoke with clients directly about their income tax filing recommendations for dollar amounts of eligibility for certain tax breaks, filing status. Created schedules weekly based on the needs of the business, keeping all files updated daily, Checked the clients in for their appointment. Processed payments for the clients. Assisted Tax Professionals with their needs.

EDUCATION

1973

HIGH SCHOOL DIPLOMA JEFFERSON HIGH SCHOOL, DALY CITY CALIFORNIA

SKILLS

Over 43 years Customer Service Skills

Accurate problem solving

Dependable and Reliable

Multitasking /Microsoft Word

Friendly and Outgoing

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