Customer Service Project Manager
Resume:
Jessica M. Massie
**** ********** ***** *****, *********, IL 60404
SUMMARY • Strong communication skills and ability to establish rapport with clients.
• Multichannel sales through service leader.
• Self-motivated innovator with a record of success in troubleshooting and problem resolution.
• Demonstrates sense of urgency in busy call center environments in both retail and telecommunication industries.
• Technical proficiency in MS Word, Excel, and Power Point.
RELEVANT Patterson Medical Bolingbrook, Illinois
EXPERIENCE Customer Service Agent (February 2010 to Present)
• Respond to inbound service calls in a fast-paced, high-volume call center.
• Provide superior customer service and work quality while demonstrating attention to detail, flexibility and innovation in resolving problems.
• Resolve most customer inquiries during initial contact and monitor issues that require follow-up and research.
• Efficiently and effectively maintain a portfolio of National Health Group accounts.
• Provide account analysis to produce best resolution for needed products.
• Sales techniques utilized in cross selling of products for continuous revenue generation.
• Researched market trends and customer needs in order to support launch of new products and services.
• Recognized formally with Employee of the Month award on two occasions for exceptional customer service.
• Developed, mentored and coached new hires to meet and exceed customer service goals.
Dish Network El Paso, Texas
Customer Service Agent (November 2007 to May 2009)
• Proactively ensured customer satisfaction through the new accounts set up process.
• Resolved an average of 550 inquiries weekly and consistently met performance benchmarks in all areas (speed, accuracy, volume).
• Met and exceeded quality and customer satisfaction goals to ensure customer retention and uphold the company brand.
• Application of functional knowledge of Dish Network and competitors’ products in order to secure sale.
• Built solid productive relationships with all levels of leadership and support teams.
• Effectively deliver change communication while still maintaining sales and service standards.
EDUCATION NEW MEXICO STATE UNIVERSITY
Bachelor of Arts, Communications
Degree expected June 2014
REFRENCES:
Lynne Reiser
Supervisor, Customer Service
Patterson Medical
Contact phone number: 630-***-****
DeAndre Robinson
Supervisor, Customer Service
Patterson Medical
Contact phone number: 630-***-****
Chris Gish
Capital Purchasing Manager/REIT Project Manager
Sun Health
Contact phone number: 505-***-****
Contact this candidate