Customer Service N A

Duane Todd

**** ****** *** *****, *** Antonio, Texas, 78240

210-***-**** *************@*****.***

PROFESSIONAL SUMMARY

Results oriented, highly motivated, enthusiastic leader with a passion for winning. Management professional effective at building highly motivated teams, as well as leading cross functional teams in a fast paced environment. Customer service expert with sound judgment and an ability to resolve problems tactfully and diplomatically. WORK HISTORY

Jaunty Rugs Inc. (Star Furniture)

San Antonio - 8/2016 to Present

Director of Rug Gallery

● Drive and exceed monthly departmental sales goals

● Facilitate and develop ongoing weekly product knowledge training

● Maintain Gallery stock and delivery of product from multiple vendors Citibank N.A.

San Antonio - 1/2016 to 7/2016

Quality Specialist 3

● Prepared, sorted and distributed reports to appropriate Senior Management

● Prepared daily, weekly and monthly performance reports

● Analyzed call volume and average call time to monitor performance and productivity Citibank N.A.

San Antonio - 5/2009 to 1/2016

Client Advocate (Retail Services / Tech Support) Subject Matter Expert

● Initiated operations improvements to better overall call center productivity

● Address and resolve customer product complaints empathetically and professionally

● Manage teams through monitoring and one on one coaching and feedback Citibank N.A.

San Antonio - 5/2008 to 5/2009

Customer Service Associate

● Inbound client service of all company products and services

● Resolve service, pricing and technical problems by asking clear and specific questions

● Professional interaction when addressing negative feedback from customers West Business Services

San Antonio - 1/2002 to 4/2009

Agent Production Manager

● Met all customer call guidelines including service levels,handle time and productivity

● Managed workflow to exceed quality service goals

● Resolve associates service delivery issues revealed by statistical reports West Business Services

San Antonio - 5/2000 to 12/2001

Agent Team Leader (Team Manager)

● Met all customer call guidelines including service levels,handle time and productivity

● Analyzed call volume and ACT to monitor CSR performance and productivity

● Develop and drive performance efficiently and efficiently in a fast paced environment West Teleservices

San Antonio - 3/2000 to 5/2000

● Achieved sales goals and service performance requirements by new customer sales

● Ensured superior experience by addressing customer concerns with empathy

● Asked open ended questions to assess customer needs Transamerica Life Insurance

San Antonio - 1/1992 to 1/2000

Regional Manager/ Sales Manager/ Sales Director

● Trained all incoming sales team members

● Supervised a sales force of 10 sales associates

● Attended sales training camps and brought best practices leadership back to team SKILLS

● Exceptional interpersonal skills

● Creative problem solver

● Strong client relations

● Excellent time management skills

EDUCATION

● Associate of Applied Science - Business

CERTIFICATIONS

● General Lines Life and Health Insurance License

● Property and Casualty Insurance License

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