Customer Service Representative
Resume:
David Lawson
Surprise, AZ ***** n Home: 480-***-**** n ********@*****.***
Customer Service Professional Call Center Environment
Professional Customer Service Representative
Proven experience providing customer support in busy call center environment for multiple work environments
Commitment to customer service, with the ability to build productive relationships, resolve complex issues and build customer loyalty.
Resolved billing issues and mid-level technical support.
Experience
Memories in Motion, LLC
Order Entry /Project Coordinator 2021- 2023
Responsibilities included:
Customer order intake on telephone and on-line
Planned all production timelines per customer insuring completion and delivery requirements
Oversaw QA process for all video production including scanning, editing and packaging
La Quinta Reservations, Phoenix, AZ
Customer Service Agent, 5/2019 to 7/2021
Responsibilities included:
Handled incoming calls for reservations
Awarded Top Reservation Specialist (out of 10 in location) in 2020.
Ranking was based on customer satisfaction time per call, upgrades completed and overall productivity
Stine Enterprises, Inc Phoenix, AZ
Branch Manager 2012 to 2017
Responsibilities included:
Oversaw daily operations of a fast food environment
Responsible for hiring, training and quality of all food prep
Supply inventory management was key to success at P & L level
Developed strong customer service teamwork environment with high customer satisfaction ratings
Resume: DAVID LAWSON Page Two
DISH Network, Phoenix, AZ
Customer Service Representative 6/2010 to 10/2012
Handle telephone customer inquiries, complaints, billing questions and payment extension/service requests. Calmed angry callers, repair trust, located resources for problem resolution and designed best-option solutions. I conducted daily with partners in accounting, field services, new business, operations and consumer affairs divisions.
Resolved an average of 350+ inquiries in any given week and consistently met performance benchmarks in all areas (speed, accuracy and volume).
Became the lead “go-to” person for new reps and particularly challenging calls as one of the company’s mentors and trainers of both new and established employees.
Helped company attain the highest customer service ratings (as determined by external auditors) -- earned 100% evaluations in all categories including communication skills, listening skills, problem resolution and politeness.
Commended for initiative, persuasiveness, intense customer focus and dependability in performance evaluations.
Education & Training
Ponderosa High School, Parker, CO Diploma 1993
Colorado State University, Ft. Collins, CO Business Major 1993-1995
Arapahoe Community College, Littleton, CO Multiple courses in Marketing and MS Software 1995-1998
Customer Intake Training. 2008-2020
I have completed 12 courses including these components:
oGreet, transfer and hold calls
oBuild rapport, listen, clarify and manage conversational flow
oManage upset customers, conflicts and challenging situations
oDeliver outstanding service
oBuilding customer loyalty
oRecognized for performing under significant customer emotional situations.
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