Customer Service Sales
Resume:
Leona Harrison
Los Angeles ca 90003
Dear Human Resources Professional:
Please see my attached resume for your Customer Service representative position preferably in a Call Center environment. I would appreciate an opportunity to talk with you soon about how I could contribute to your organization through my proven self-starter abilities, answered phones professionally, respond to customer inquiries, provided customers with product and service information, process orders, forms and applications, research required information using available resources, handle and resolve customer complaints, identify and escalate priority issues, route calls to appropriate resource, follow up customer calls, complete call logs, and complete call reports.
Until recently for a 12 years , I worked in a "Call Center" environment for an International firm in the Irwin dale where I responded to 200 incoming calls per day. I'm seeking a position that will utilize my diverse experience to positively impact your company's profitability.
I'm computer literate, experienced in e-Commerce websites, a good work ethic, multi-tasking, pleasant demeanor, good phone skills, good listening skills, customer-first attitude, staying in touch with clients, writing skills, communication skills, well-organized work process, the coordination and management of all orders, the trafficking of all orders, finding solutions, resolving issues with clients and communication skills in both English and some Spanish.
In one of my previous positions while employed with Ultimate Print Source, I was independently and successfully servicing 95% on all my accounts and estimates. Four months after being hired, I was reassigned to a different department, which was operating in the red and losing revenue. As the only employee in my new e-Commerce department, my employer reassigned me with the expectations of turning around all operations with positive revenue increases. Within 5 months of taking over the e-Commerce department, for the first time in several years the department had produced positive revenue.
I'm experience in Microsoft Office and Macintosh applications such as Microsoft Word, Excel, Outlook Express, QuickBooks, QuarkXPress, Photoshop and, Illustrator. My typing skills are currently 45 words per minute. I'm responsible, level headed, have established and maintain a good working relationships with others, productive, resourceful, a critical thinker, team-player, and bilingual. If hired, you will get a loyal employee who is productivity, posse’s excellent customer service, creative, resourceful and willing to put in overtime whenever necessary.
Thank you for your consideration, and I am looking forward to hearing from you.
Sincerely,
Leona Harrison
RESUME:
Leona Harrison
353 E. 60TH ST
Los Angeles ca 90003
SUMMERY OF QUALIFICATIONS
Obtain a position as a Customer Service representative in a "Call Center" environment where I can maximize my work experience along with my outside and inside sales experience in a challenging environment to achieve the corporate goals. 12-year background of effective customer service in a sales environment and ability to work efficiently with clients, co-workers, managers, sales staff and vendors. Actively looking for ways to help people with their products and service needs while coordinating, managing, and trafficking of all orders, and finding solutions to clients grievances. Self-starter and innovative individual who is able to work independently and as part of a team to accomplish company objectives. Proven success in working with Microsoft office software, Macintosh graphic design applications with creative design abilities. Computer literate, experienced in e-Commerce websites, customer-first attitude, good phone skills, listening skills, writing and communication skills in both English and Spanish.
WORK EXPERIENCE
Professional Experience
Call Center Supervisor
11/2009 -- 03/2011, Brilliance Boutique, San Francisco, CA
• Supervised and motivated 15 staff of call center, as team leader.
• Provided technical support and customer service to online customers.
• Resolve customer complaints, developed relationship with shipping company to improve customer relations and increases sales over 50%.
Key Accomplishments:
• Met and exceed quality and customer satisfaction goals to ensure customer retention and uphold the company brand.
• Minimize call escalations through effective coaching and support
• Ensured that team members obtained the appropriate training and support to best apply their knowledge and skills on the job
• provided timely feedback to the management team on customer trends, issues and needs
• Facilitate accurate credits, adjustments and returns.
Customer Delight Specialist
07/2008 -- 09/2010, Posit Science Corp, San Francisco, CA (Lay Off)
• Provide quality customer service to over 100 Brain Fitness/Insight users daily via Phone, Internet and email.
• Documenting calls in Sales Force for follow-up coaching assistance.
• Assist Middle aged adults with tech support for PC/Mac via phone and remote access to their computer.
• Coached customers using Brain Fitness/Insight on how to complete the program successful.
• Assisted support staff with creating online tech support/coaching site for company, improving customer satisfaction by 80%
Key Accomplishments:
• Managed a high-volume workload within a deadline-driven environment.
• Resolved an average of 425 inquiries in any given week and consistently met performance benchmarks in all areas (speed, accuracy, volume).
• Helped company attain the highest customer service ratings (as determined by external auditors) -- earned 100% marks in all categories including communication skills, listening skills, problem resolution and politeness.
Customer Service/Intake Rep
03/1999/present , MHN Inc., San Rafael, CA
• Processed 50-100 incoming high-risk emergency/Mental Health calls daily.
• Provide quality customer service to members in a high volume call center environment.
• Assist members with referrals for Therapist, Psychologists, MD's, and quote-mental health benefits.
• Created cases and authorizations for families and individuals using
Key Accomplishments:
• Recognized as "#1 Customer Service Rep" (out of 20 reps in division) by dept manager. Ranking was based on accuracy, customer service, duration of calls and availability.
Education
• PC Repair Certificate -- Stratford Career Institution (Completion Jan 2013)
• Mc Artier High/Berkeley Adult School (High School Diploma)
SKILLS
Skill Name Skill Level
Customer Service Expert
Call Center Service Operations Expert
Complaint Handling/Dispute Resolution Expert
Sales Lead Generation Expert
Data Entry/Records Management Expert
Multiline Phone Use Expert
Microsoft Office Intermediate
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