Customer Service/ Office Assistant
Resume:
Sharon Reese Thompson
Mesquite, TX 75181
f0vtqc@r.postjobfree.com
Home: 214-***-****
Cell: 214-***-****
OBJECTIVE: To obtain a position in a growth-oriented organization. I am a high performer that is driven by challenge. Team player as well as team mentor. Embraces change and have the ability to work well under pressure; willingness to learn new skills and developments.
SUMMARY OF QUALIFICATIONS:
High independent confident go-getter with great attitude
Demonstrates an elegant style and initiative, a self-starter who takes responsibility while responding positively to all demanding situations
Provide support for call center agents, supervisor and managers
20 years of customer support experience
PROFESSIONAL ACCOMPLISHMENTS:
Blockbuster Inc. Dallas, Texas
Store Support Coordinator January 08 to April 2011
Managing inbound and outbound calls and emails with Stores, District Manages, Vendors and corporate personnel by demonstrating a first-class level of customer service.
Effectively coordinating all aspects of order entries for product distribution trough Musicbox, Resolve and various other applications and spreadsheets.
Increasing profitability for Blockbuster through ensuring accurate data is entered when conducting surveys, placing orders and reporting missing or shipping errors to the appropriate department.
Able to troubleshoot various issues to provide resolution of service issues that were creating barriers to customers and their satisfaction.
Responsible voicemail on a daily bases to retrieve messages left by stores that have issues after hours and/or not able to hold on the line for the next available coordinator.
As well as performing other duties as assigned.
Blockbuster Inc. Dallas, Texas
Senior Customer Care Associate March 07 to January 08
Responsible for co-managing a team of 80 or more Associates.
Development of new associates by conducting individual mentoring sessions.
Identify issues and trends to add CSA (application used to review and update customer membership information) and RNT, RightNow Technologies (application used to communicate to customer via email) subjects. Tested and helped develop software. Developed information handouts for weekly or monthly team meeting
Assist with mapping and troubleshooting various applications.
Support four teams within the call center (80 plus agents) Taking escalated calls regarding billing, shipping, allocation issues, etc.
Responsible for updating a Daily Scorecard for phone and email teams to review their previous day status.
Monitor and run reports on an hourly basis to ensure the call center meet daily, monthly, and/or yearly metrics. This includes documenting agents that are out, late, departing early and any issues affecting the service level. Created, updated and assisted with various training aids including but not limited to Training Manuals, Power Point presentations, Employee of the Month Awards and quick reference guides.
Submit Online Security Forms for all permanent employees for access to various systems, specific servers, directories and system tools (badges, building access, Lotus Notes, Kronos AS400, internet access, etc.
Submit MAC (Move Add Change) Forms to the facilities department to request phone, computer, and other equipment to be set-up for an employee who is moving to a new cube location.
Perform special projects as assigned.
Blockbuster Inc. Dallas, Texas
Customer Loyalty Associate Nov 04 to March 07
Managing inbound and outbound interactions with customers by demonstrating a first-class level of customer service.
Able to increase profitability with customers through effective dialogue and product knowledge.
Took personal ownership of meeting and exceeding the expectations of handle time, schedule adherence, not ready time, and quality to ensure the service level agreements where met.
Effectively communicated the value of the product and service to build and retain current membership base.
Able to troubleshoot technical systems and processes on various computer applications to provide resolution of service issues that were creating barriers to customer’s their satisfaction.
As well as performing other duties as assigned.
One call resolution
Honor Credit Agency, Dallas, Texas
Customer Care Associate Jan 02 to Nov 04
Collector/Customer Service support for in bound and outbound calls
Commercial and Residential Collections for past due or delinquent accounts
Bell South, Central Power and Light collections for delinquent accounts
Southwestern Bell and American Honda Finance for customer with delinquent accounts
McKesson Pharmaceutical Carrolton, TX
Account Analyst April 01 to Jan 02
Managing small accounts
Receiving EDI Reports, Reports to denials
Recovering money owed to the wholesaler
GLM DFW, Inc Dallas, TX
Cost Containment Analyst Oct 99 to April 01
Processing Invoices
Cost Containment
Billing Reports, Customer Service
Incoming-outgoing calls
Handled dispatching haulers to specific locations.
Ensure appropriate and proper pickup at the scheduled time.
Providing customer phone support.
Comtex Comunications Dallas, TX Sept 08 to Oct 99
Sales Coordinator
Rental Coordinator, Working as an inside sales representative.
Selling two-way pagers and Sprint PCS cellular phones.
Customer Service Call Center and providing support to outside sales staff.
Collaborating with a team of Billing Analyst to audit and analyze the end-user billing for commercial customers. Reconcile records for billing to insure the rates, usage and calling plan are accurate according to the product sheet.
Addition to performing research of customer issues prior to
Invoices to the customer, as well preparing proposals, bids, and quotes for the outside sales team.
EDUCATION:
PCDI – Business Management & Accounting 2004- Dallas, TX
BMI – Office Technician - Longview, TX
Longview High School - Longview, TX
SYSTEMS KNOWLEDGE:
Microsoft Office Applications, Excel, Access, Power Point, Lotus Notes, Outlook, Nortel phone systems, Aspect, Nortel Symposium Reports, Cisco Systems, Cisco CRA Historical Reports, Snag-IT, Cyber Source, Test Director 8.0, Kronos (AS/400), Right Now Technologies, Certegy (Payne Merchant Application), DOS
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