Data Entry/Customer Service

*** ****** ***** • Kissimmee, Fl *****

Phone 407-***-**** • E-mail *******@*****.***

Dehan Veronica McLain

Objective

To secure a position in your company by utilizing excellent customer service skills, creating and implementing the right solutions, applying great communication experience required in your company.

Work experience

September 2003-November2007 Lake Mary,Fl

Forecaster/Scheduler

·1 Analyzes call trends, volume, patterns, staff productivity, and attrition rates to forecast call volumes

·2 Make recommendation on analysis to drive increased staff utilization and to reduce expenses

·3 Schedule all new employee training, meetings, associates’ lunches and breaks

January 1997-September 2003 Convergys Corporation Lake Mary,Fl

Assistant II/customer service representative

·1 Transfer information from Digital Solutions into TotalView.

·2 Provide Quality Customer Sevices for Palm, Sunbeam, and Dell

·3 Input new hires in to all databases: ACD, Totalview , CMS, and CRDB

·4 Update information in CRDB for PPM scorecards.

·5 Responsible to issuing MIA report, Interval Report, Historical Adherence, and Morning Audix if required to.

Education

1993 - Present Valencia Community College Winter Park, Fl

Goal: Associates Degree in Liberal Arts

Summary of qualifications

Windows XP,Microsoft Office, Word Perfect, Word 3.1, Totalview, Centravu, Clerical Support, Filing, Copying,Faxing, Multi-Line PBX Switchboard, Bookkeeping, Superb Knowledge in Administrative duties.

References AVAILABLE UPON REQUEST

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