Customer Service Leader with 10+ Years Experience

B’nai B’rith Coleman

***********@*****.*** 612-***-**** Minneapolis, MN

SUMMARY

Accomplished Customer Service professional with over 10 years of experience providing high-quality support and building strong customer relationships. Skilled in complex de-escalation and communication, with a proven track record of increasing customer satisfaction ratings and loyalty. Eager to leverage organizational and problem-solving expertise to help an organization achieve its mission and goals. EDUCATION AND TRAINING

Associate of Science in Human Services Anticipated Graduation: 2027 Minneapolis Community and Technical College Minneapolis, MN

• Relevant Coursework: Ethnic America, Promoting Systems Change, Fundamentals of Communication and Interviewing Skills, Multicultural Aspects of Human Services Pharmacy Technician Certificate

Summit Academy OIC Minneapolis, MN

• Relevant Coursework: Medical and Pharmaceutical Terminology, Human Anatomy, FDA Drug Safety PROFESSIONAL EXPERIENCE

Customer Service Representative May 2023 – Sep 2025 Express Employment Greater Minneapolis-St Paul, MN

• Answered questions and scheduled appointments related to car maintenance

• Supported sales efforts at local car dealerships, utilizing strong communication skills to help connect customers with appropriate salespeople

• Responded to customer inquiries regarding car make, model, and functionality Contract Customer Service Team Lead Sep 2019 – Jan 2023 Target Corp./Randstad Brooklyn Park, MN

● Managed Randstad’s nonpermanent talent ensuring quality and resolution targets were met by auditing metrics, listening to calls, and managing attendance

● Performed developmental and behavioral coaching daily, weekly, and monthly

● Participated and trained agents on new processes, updated policies, and company guidelines

● Attended weekly meetings with Target leadership providing agent performance and feedback Accounts Monitoring Specialist Jan 2019 – Aug 2019 Stanley Security Solutions Plymouth, MN

● Monitored customers’ accounts in real time

● Informed and dispatch individuals and departments about emergencies and non-emergencies

● Assisted customers on security concerns and made informed decisions according to the information gathered

● Worked with customers to understand security concerns making customers experiences a pleasant one Customer Service Representative Nov 2017 – Oct 2018 Blanks USA Minneapolis, MN

● Dealing nationally with paper merchants, printers and various big box retailers

● Account set-up, initiated and responded to phone and email client inquiries

● Problem resolution, order research and providing product information and pricing

● Providing detailed documentation for all clients Customer Service Coach Sep 2015 – Oct 2017

Data Recognition Corporation Brooklyn Park, MN

● Resolve escalated issues with appropriate resources

● Work with leadership to set performance goals

● Provide timely feedback, coaching and encouragement to staff

● Plan, communicate and delegate work assignments

● Assist with training new hires within the company Customer Service Representative Sep 2014 – Jun 2015 Kelle’ Company New Hope, MN

● Placed costume order over the phone

● Located orders within the company system

● Helped with calculation and material cost

● Set up new accounts depending on documents received Customer Service Representative Nov 2011 – Aug 2014 Air-Serv Mendota Heights, MN

● Initiated and responded to client calls

● Tracked order status and created computed reports

● Assisted technicians with troubleshooting problems

● Created new customer accounts

Customer Service Representative Apr 2010 – Sep 2011 MoneyGram International Brooklyn Center, MN

● Responded to and analyzed customer service problems

● Analyzed database to process various online transactions

● Verified customer identity to prevent fraud

● Assisted clients with account management

Mutual Fund Adjustment Processor Feb 2000 – Aug 2008 Ameriprise Financial Minneapolis, MN

• Assisted attorneys and advisors on research

• Managed insurance applications

• Promoted numerous times for productivity

• Processed mutual fund transactions

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