Call Center Customer Service

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PHONE:

913-***-****

EMAIL: *****************@*****.***

JANICE K MATTHEWS

Part Time Data Entry or Customer Service from Home

E D UCATION

Baker University

Bachelor of Business Administration

I completed a four-year degree in less than three years through an accelerated program.

WORK EXPERIENCE

Synchrony Bank, Multi-client Manager, Specialist

October 31, 2017-August 4, 2023 (6 years)

Job Duties: Handle incoming calls for customers that require a manager or supervisor to resolve their concerns regarding multiple credit cards. A lot of thinking outside the box to ensure customer satisfaction while maintaining company and federal laws associated with the bank and credit card. This position required great communication skills, time management, and written skills.

DST, Telecommunications Call Center Programmer

1996–2017 (21 years)

Job Duties: I started as a customer service manager for a mutual fund company. I was tasked with getting the service level to meet the clients' standards. The call center was at a 0% service level and was losing money for the company. With a great team of supervisors and a new trainer, we exceeded expectations and exceeded the necessary service level. We also initiated the involvement of a tri-state outside company to independently rate our service. Our team provided a basis for customer service in all our companies call centers. During time with the Call Center, I was required to obtain my Series six license.

After two years as a Call Center Manager, I was recruited by the Telecommunications team to build the call center technology. I contacted our telephone vendors to initiate a new toll-free number; put in a work order for our Telecommunication Technician's to install the interior wiring schematic as they worked with the telephone company to install the necessary outside equipment/cables. I worked very closely with the Client and Call Center Managers to ensure that the call center programing met with their expectations to provide the best ability to meet service levels. I recorded all the recordings necessary for the call center and the entire company. (i.e.., Please hold...) I trained the new call centers in the use of their telephone equipment and the call center managers in using the call center monitoring systems. I traveled with this company for new installations and Avaya program and system training. The training materials were developed by me.

This job required excellent communication at all levels of the company and with Clients; time management skills; independent project management; and a good knowledge of the Avaya Call Center telecommunication systems and programming.

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