Customer Service Quality Assurance

Floyd Henningham

**** **** ****** **** # *, Calgary AB, T2T 3M9

Telephone:403-***-**** Email:**********@*****.***

OBJECTIVE: Seeking Position as a Customer Service Representative

Team Leader Promoting Goodwill and Customer Relations

HIGHLIGHTS OF QUALIFICATIONS

9 years successful Customer Service experience in fast track environments

A highly energetic, personable and result oriented

Outstanding customer-service skills

EMPLOYMENT HISTORY

Labourer, Waymark Interior Demolition July 2010- Aug 2011

• Removal of walls, carpets

• Recycling program

Accounts Receivable, World Health December 2009- July 2010

• Was responsible for making sure the money the gym clubs made matched up

• Deposited all cheques that we received

• Did all the bank deposits

• Responded to all customer request

• Extensive use of Moneris

Alarm Agent, ADT Canada, June 2009 to December 2009

• Worked with 40-60 clients a day resolving problems relating to technical support and alarm response

• Always achieved goals that were set forth regarding customer service.

• Mentored new employees, and assisted with some of their training.

• Worked in the Quality Assurance department

• Client Services Supervisor, TLS Solutions, London, ON 2002-2008

• Managing budgeted hours

• Building relations

• Hiring new agents

• Training and coaching of all agents

• Payroll administrations

• Responding to all upper management complaints and queries

• Making of weekly schedules

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• Technical Support Agent, Teletech Holdings, London, ON 1999-2002

• Worked with 40-60 clients a day resolving problems relating to technical support and billing issues of their Internet Service Providers.

• Always achieved goals that were set forth regarding customer service.

• Mentored new employees, and assisted with some of their training.

• Worked in the Quality Assurance department.

Banking Specialist, TD Canada Trust, London, ON 1997-1998

• Opening new accounts

• Arranged account Transfers

• Coordinated wire transfers and stop payment

• Demonstrated excellent communication skills-written and verbal

• Handled deadline sensitive operations

Sales /Customer Service - Shift Team Leader, Canadian Tire, London, ON 1992-1997

• Supervised 8 other staff members, assigned daily responsibilities, then made sure assignments were completed within their specified deadlines

• Reported to Manager daily

Trained new employees

EDUCATION/TRAINING

Business Marketing, Payroll Administration and Accounting Diploma

Thames Valley College June 2000

Basic and Personal Financial Planning Certificate

Fanshawe College May 1997

Hotel & Restaurant Management Degree

Westervelt College October 1995

High School Diploma

Laurier Secondary School June 1994

References Furnished Upon Request

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