Customer Service Agent
Resume:
Lisa Koontz
CUSTOMER SERVICE SUPERVISOR
Apt. 2710
San Diego, CA 92101
**********@***.***
Willing to relocate
Authorized to work in the US for any employer
February 2018 to February 2019
Work Experience
BANK OF AMERICA CARD SERVICES - CARMICHAEL, CA
Customer Service Agent
Responsibilities:
• Answered calls for various agencies and provided assistance to customers relating to debit cards issued on behalf of the agency
• Duties also included but not limited to activation of new debit cards, sent replacement cards that have been lost or stolen, investigated fraud claims and processed western union disbursements from card balances for emergency use AT&T – SACRAMENTO, CA
Customer Service Supervisor May 2016 to February 2018 Responsibilities:
• Led a team of 10 agents
• Responsible for coaching agents to increase performance
• Conducted regular team meetings to ensure agents were aware of any changes with the company’s service
• Managed time, attendance and scheduling
• Trained new associates
Lead Quality Assurance May 2013 to May 2016
Responsibilities:
• Monitored calls for all AT&T sites to ensure agents handled calls appropriately and according to company policy
• Coached agents on errors made during a call
Customer Service Agent November 2012 to May 2013
Responsibilities:
• Answer calls relating to cable, internet and phone service and billing
• Soft sales
• Troubling shooting
Accomplishments:
• Promoted to Lead Quality Assurance 6 months after being employed with the company.
• Top salesperson for 4 consecutive months
• 100% Customer Service Quality survey score,
• Perfect attendance for 2 consecutive years.
Education
Marion Abramson High School
Graduated June 1983
Greater Sacramento Urban League
Microsoft Suite Software Specialist Certification
Graduated May 2011
Skills
Office Suite, Microsoft office Excel, Microsoft Word 2007, PowerPoint, Outlook, One point. Retail Sales and management, AS400, Rumba, Account Payables, Insurance Quotes. Collections, Medical, Dental, 10 key by touch, Typing, Switchboard.
Contact this candidate