Customer Service Data Entry

Regina Terry

919-***-**** **************@*****.*** Fuquay Varina, NC 27526

SUMMARY

Resourceful and client-focused Customer Service Manager with over 15 years of experience leading teams in exceeding goals and customer expectations. Meticulous and results-oriented with expertise educating employees on all stages of order cycle while recommending best options to meet short- and long-term needs. Personable relationship builder with polished communications skills. Boost customer service team productivity while maximizing customer satisfaction with strategic call management and process improvement strategies. Skilled leader with excellent relationship-building and administrative expertise. Accomplished in mentoring established associates to drive continuous improvement.

SKILLS

Project management abilities

Quality assurance controls

Report generation

Problem-solving abilities

Adaptive team player

Courteous demeanor

Staff development

Customer service

Communication

Friendly, positive attitude

EXPERIENCE

Workforce Management Specialist, Skybridgeamericas, September 2019-Current Greenfield, MN

Handled all schedule-related requests, including PTO, shift swaps and overtime. Determined appropriate schedules and made proactive adjustments to meet coverage and service objectives.

Adhered to guidelines and enabled compatibility through effective analysis and troubleshooting.

Oversaw daily calls, offline work and training to enhance business operations. Customer Service Representative, skybridgeamericas, August 2017-September 2019 Greenfield, MN

Informed customers about billing procedures, processed payments and provided payment option setup assistance.

Asked probing questions to determine service needs and accurately input information into electronic systems.

Documented conversations with customers to track requests, problems and solutions. Fielded customer complaints and queries, fast-tracking them for problem resolution. Workforce Analyst, Xerox, October 2014-July 2016

Raleigh, NC

Collaborated with senior and department leaders to develop and implement workforce plans. Created workforce planning and development models for quarterly scheduling and processes.

Created and updated different documents, reports and spreadsheets with software such as Excel.

Determined appropriate schedules and made proactive adjustments to meet coverage and service objectives.

Developed new-hire training materials regarding all attendance and schedule matters. Handled all schedule-related requests, including PTO, shift swaps and overtime. Manager, Verizon, August 2003-July 2013

Cary, NC

Evaluated operational trends and made proactive strategy adjustments to maintain alignment between performance and objectives.

Collaborated with staff to maximize customer satisfaction, streamline procedures and improve bottom-line profitability.

Assigned tasks to associates to fit skill levels and maximize team performance. Trained employees on additional job positions to maintain coverage of roles at all times. Recruited and hired qualified candidates to fill open positions. Remained calm and professional in stressful circumstances and when dealing with unhappy customers, effectively diffusing situations.

Forecasted trends in expected business levels and adjusted labor and inventory to match expectations.

EDUCATION AND TRAINING

Bachelor of Science

Political Science / Pre- Law, North Carolina Central University, Durham NC May 1988

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