Service Representative Customer
Resume:
Shannon Higgins
***************@*****.*** 859-***-**** Lexington, KY
SUMMARY
Seeking Customer Service Representative role with 17 years of experience in call center and hospitality environments. Proven expertise in communication, troubleshooting, and reservations management. Skilled in rapport building, escalation management, and professional telephone demeanor. WORK EXPERIENCE
Kentucky Utilities Lexington, KY
Business Representative Jan 2008 - Present
• Participate in projects focused on data capture, storage, and forecast analysis, contributing to strategic decision-making.
• Collect and analyze business intelligence data from various sources to inform business strategies.
• Create detailed process flows and user stories to document system requirements and design effective solutions.
• Assess and validate system functionality through thorough review of plans, scenarios, scripts, cases, and results matrices.
• Provide guidance on software design principles and best practices, ensuring compliance with industry standards. EDUCATION
Henry Clay
Diploma, General Education
Lexington, KY
1994
Morganfield Job Corp
Certificate, Vocational Training
Morganfield, KY
1995
Bluegrass Community and Technical College
Associate's Degree, General Studies
Lexington, KY
1997
SKILLS
Rapport Building • Coordinator • Microsoft Outlook • Team Development • Technical Support • Delivery Scheduling
• Office Equipment Proficiency • Follow-Up Skills • Tactful and Diplomatic • Professional Telephone Demeanor • High-Energy Attitude • Escalation Management • Adaptive Collaborator • Customer Education • Report Creation
• Research • Administrative Support • Business Development Understanding • Microsoft Excel • Problem Solving • Order Fulfillment • Typing Proficiency • Staff Training • Credit Card Processing • Courteous Demeanor • Microsoft PowerPoint • Multi-Task Managing • Problem-solving • Interpersonal Skills • Multi-tasking • Computer Proficiency • Emotional Intelligence
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