Annette Oliver

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

Little Rock, Arkansas 72209

501-***-****

OBJECTIVE:

To work for a company where my present skills can be utilized as a manager, supervisor, customer service or trainer.

SUMMARY OF QUALIFICATION:

12+ Years Success in Management and Training, Led Numerous Training Sessions in Customer Service

A detail-oriented manager with extensive experience in positions requiring superior interpersonal, communication and problems solving skills.

Experience in recruiting, training, troubleshooting, controlling shrinkage and maintaining inventory level.

Developing and implementing sale goals and scheduling employees in accordance to customer traffic and demand.

High energy level, dynamic and proactive in handling customer complaints.

Seasoned in answering inquiries over the phone and in writing – understand when the situation warrants either means of response.

Skilled in reviewing responses to pinpoint areas for quality improvement.

CAREER HIGHLIGHTS:

Instrumental in success of 2 new store launches. Drop abandoned call rate to 11% in 2000 and 3% in 2001 and 4% in 2002. Earned fast track promotions serving a vast range of clientele within 2-year base on exception rack record, top performance reviews positive personal review and thank you from customers; proven ability to build service-oriented teams who exceed expectations. Lead by example ·Nominated #1 Associate by staff; received departmental award for service excellence.

PROFESSION EXPERIENCE:

Paul Morrell, Little Rock, AR, March 2013 – Present

Customer Service Lead

Train and develop new accounts on company policies and procedures. Developed a method for sizing customers upcoming formal events. Responsible for monitoring of calls for new and existing customers for quality assurance and control purposes. Establish and communicate training materials that results in excellent customer service and company growth.

Welspun, Little Rock, AR, September 2010 to December 2012

Machine Operator; inspecting and grinding large pipes made for gas lines.

International Computer Systems March 2010- August 2011

Customer Service Representative/Receptionist

Call customers that advertise in AT&T yellow pages and collect payments, handles complaints and file claims for customers. Answered customer/client requests or inquiries concerning services, products, billing, claims, and report problem areas. Switchboard Operator; filling; typing; general office duties.

AT&T Wireless March 2007- March 2009

Customer Service Representative

Answered customer/client requests or inquiries concerning services, products, billing, equipment, claims, and reports problem areas. Worked in one or multiple queues/skill sets over various customer contact channels. Responsible for improving customer retention through programs and service provided to the customer. Utilized mechanized systems to initiate and complete service orders and handle customer requests. Continually maintained working knowledge of all company products, services and promotions. Made recommendations according to customer's needs on features, accessories, upgrades and rate plans. Utilize operational systems to process purchases of AT&T products and services for collections, payments for wireless bills, and accessories.

Staff Management, North Little Rock, AR - Group Leader/ Shipping Clerk 2005-2007

Responsibilities included packaged product according to quality procedures or packaging standards. Verify orders have accurate parts and quantity. Generate end of day shipping records. Prepared daily weekly and monthly reports for senior management; prepared paperwork for domestic and International shipments. Picked parts for work ordered kits, assemble as required. Route and stock incoming parts/material.

Maintained orderly and clean work area in compliance with Company Safety Rules.

Ensured compliance with regulatory and company policies and procedures.

Using the UPS and Fed Ex systems, ship customer orders in a timely and accurate manner.

Troubleshooted order issue. Work with Customer Service to minimize and eliminate problems.

Processed international orders with the appropriate documentation necessary.

Determined methods of shipment to meet cost and arrival guidelines.

Assisted Customer Service as needed. Oversee and provide delivery confirmation of orders.

Maintained all supporting documents for shipping.

Ilium and Associates. Los Angeles, CA Call Center Manager - 1997 – 2004

Prepared weekly and monthly reports for senior management. Received award for consistently achieving highest telephone usage time for client service.

Counseled staff 1:1 as needed to motivate them and keep them at peak performance levels. Supervised a staff of 18 customer service representatives who handled telephone interaction. Established goal and monitored conversation to assure service commitment were met and time was productively invested. Recruited, hired, trained and assessed individual performance and made recommendations for promotions base on merit. Identified a need to empower associates and made staff autonomous by requiring completion of a Signature Service Certification Program.

DESIGNS, INC. Los Angeles, CA

Store Manager 1992 – 1997

Ensured outstanding customer service and develop a loyal client base. Recruited, trained, and managed a staff of 35 employees to peak level of performance. Directed daily operations of an 18,000 square foot store generating over $8 million annually. Developed and implemented strategic merchandising plans to ensure revenue objectives are attained. Initially hired as an Assistant Store Manager and promoted in recognition of superior performance. Interacted with buyers to provide feedback regarding merchandise strategies for greatest sale volume.

The Boys Market, Culver City, CA

CO- Manager, 1989 – 1992

Participated in interviewing and hiring of all personnel. Monitored cashier performance and oversaw training of all new employees. Coordinated customer assistance through detailed knowledge of each department. Managed day-to-day front end operations of this $ 20 million upscale supermarket. Maintained accurate pricing, inventory tracking and ordering to maximize productivity. Created schedules to ensure sufficient personnel during peak hours and submitted payroll documentation.

EDUCATION BACKGROUND:

COMPUTER LEARNING and BUSINESS COLLEGE. Los Angeles, CA

Microsoft Office Suite, HIPPA (Health Insurance Portability and Accountability Act), Medical Billing and Terminology

Diploma: Computerized Business Systems. * GPA: 4.0 1992 – 1993

PROFESSIONAL AND COMMUNITY AFFILIATIONS

Instructor - “Know When To Say When In Service,” “Diffusing the Angry Customer,” Developmental Service. Member and Co-Founder, “LOVE” Team (Lunchtime Outreach Visits To Elderly). Tutor for Special Needs Children. Special Olympics Volunteer.

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