Experienced Customer Service & Office Manager

Brenda Smith

**** ********* *****Memphis, TN ****5*901-***-*****

***********@*****.***

SUMMARY of QUALIFICATIONS

Extensive experience in security, management and administration of daily branch office operations. Conscientious, resourceful and flexible team member. Major strengths include customer service interaction, research and problem solving. Demonstrated dependability and excellent organizational skills using Microsoft Word and Microsoft Excel.

PROFESSIONAL EXPERIENCE

TruGreen 2015 – present

Customer Service Representative, Corporate Office

Answered inbound customer service calls, responded to customer emails and surveys.

Resolved customer service concerns to determine root cause of the concern.

Escalated customer issues requiring extensive problem solving.

Used save training and current save offers to retain customers at every opportunity.

Updated and maintained customer database with accurate customer information and timely data entry.

Upsell services to existing customers based on customer needs.

Provided resolution and timely follow-up with the customers.

Communicated customer impacting trends and/or ideas for improvement to manager

Performed outbound calls to internal and external customers to schedule applications and/or service calls.

Terminix 1986-2013

Customer Service Representative, (2010-2013)

· Handled customer calls/correspondence for scheduling and inquiries

· Offered assistance to customers with service, billing or other issues

• Maintained level of knowledge and understanding of features of services, operating systems, marketing promos and special offers

• Recorded all customer information and call history information accurately on appropriate paperwork or electronic systems

• Ensured maximum sensitivity, proper routing and responsiveness to all customer requirements

Office Manager, (2002-2010)

Served as liaison between branches, technicians, salesmen and regional offices.

Analyzed office operations and procedures, such as typing, bookkeeping, preparation of payrolls, flow of correspondence, filing.

Reviewed clerical and personnel records to ensure completeness, accuracy and timeliness; prepared employee ratings and conducted employee benefit and insurance programs.

Designed, implemented, and evaluated staff training and development programs, customer service initiatives, and performance measurement criteria.

Trained and instructed employees in job duties and company policies; made recommendations to management concerning such issues as staffing decisions and procedural changes

Bookkeeper, (1986-2002)

Allocated and posted details of business transactions to subsidiary accounts in journals and computer files.

Reconciled and balanced accounts; compiled reports to show statistics, such as cash receipts and expenditures, accounts payable and receivable, profit/loss and other items pertinent to operation of business.

Calculated employee wages from plant records and time cards and prepared checks for payment of wages.

Computed, typed and mailed monthly statements to customers; resolved billing inquiries.

EDUCATION

Central High School Memphis TN

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