Customer Service Assistant Director
Resume:
Olivia M. Gilliam
Forest Hill TX 76140
Business Cell# 682-***-****
Personal cell # 817-***-****
Email address: ***********@*****.***
SUMMARY
A dedicated customer service professional that enjoys assisting customers with any question or problem. I specialize in de-escalating customers and finding unique solutions that will please the customer and my management team. I am always willing to go above and beyond my normal duties to get the job done. I am a dependable, hardworking professional with over twenty years’ experience in a fast paced inbound and outbound call center environment. I enjoy using my expertise in listening, research and problem solving. I have proven leadership and coaching skills. I’ve been awarded several performance rewards while providing encouragement and assistance to co-workers.
PROFESSIONAL EXPERIENCE
Kidz Campus, Fort Worth TX January 2024 – September 2024 (present) Assistant Director Hardworking Assistant Director knowledgeable about practices in the Child Care and Early Childhood Education department. Adept supporting and enhancing operations with a decisive leadership style and strategic approach to decision making for facility. High-energy Lead Preschool Teacher focused on improving teaching strategies and student understanding of material. Eager to help struggling students excel. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. JPS Health Network Fort Worth, TX September 2022 – (present) Admin Staff Assistant Assisting the SURGICAL SPECIALITY TEAM with ordering supplies, maintaining personnel files, payroll time keeping, all other duties needed to obtain a great place to work. Amynta Group dba Warrantech Bedford, TX April 2011 – February 2022 Administrative Assistant Solved warranty claims according to the terms and conditions of the warranty. Proven customer service skills, and decision-making skills. Dependable and hardworking customer service agent with exceptional skills in listening, research and problem solving. Duties include, but not limited to, data entry, problem solving, accounts receivables. ADT LLC, Commercial Monitoring Irving, TX (worked from home) July 2021 – July 2022 Monitoring commercial accounts, dispatching police, and departments as needed. Monitoring systems for service and repair requests, dispatch repair or installation calls as needed Handled 60-70 calls per shift. Following up with business owners as needed. Warrantech CPS Bedford, TX April 2004- July 2010 Service Dispatcher Handling 60-80 calls per day. Dispatching service for appliances and home electronics. Following up with certain situations as needed. Making decisions on repairing, or replacing products as needed. Locating comparable replacements for numerous electronic devices. Kaiser Permanente Fort Worth, TX January 2002- January 2004 Account Service Representative Provided excellent customer assistance in accounting, payment posting, invoice reconciliation, benefit explanations, COBRA eligibility, and HIPPA information. Very knowledgeable in health care rules and regulations
Verizon Wireless. Fort Worth, TX September 2000- January 2002 Senior Cust. Srvc. Rep. Handled high volume of in-bound calls; provided customer assistance with activations, billing inquiries, troubleshooting situations, handled irate escalated callers, and negotiating service plans. Wells Fargo Bank Westlake, TX January 1999 – July 2000 Customer Service Representative Handled 40-50 calls per shift. Helping customers with financial issues concerning their banking account. Offering additional products that would be beneficial for each customer. KinderCare Learning Center Arlington, TX March 1993 – January 1999 Assistant Director Leadership experience and excellent verbal and written communication skills. Self-motivated with ability to problem solve and make decisions independently. General computer literacy. EDUCATION
Paschal High School – High School Diploma
PROFESSIONAL DEVELOPMENT
Coaching, training and development of co-workers
Quality call control training
Troubleshooting techniques
Customer retention training
Escalated call handling
TECHNICAL SKILLS
*Microsoft Office 365
*Windows operating systems
*KRONOS workforce central
*Workday payroll software
*iPhone, iPad, Android interface
*Mastermind security system
*Webex
*Citrix
*Ten key by touch
*MS Power Point
*AS-400 system
*Lotus Notes
PROFESSIONAL REFERENCES
Catherine Whetsell – Program Director
2200 Highway 121 suite 100
Bedford TX 76021
Liz Diaz - Warrantech Account Management Team
2200 Highway 121 suite 100
Bedford, TX 76021
PERSONAL REFERENCES
Kimberly Ellis
2200 Highway 121 suite 100
Bedford, TX 76021
Mrs. Helen Ratliff – Team leader - RN
1500 S Main St
Fort Worth TX, 76104
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