Customer Service Sales
Resume:
Briana Buffkins
Customer Service Representative & Office Professional
******.********@*****.*** - 260-***-****
Highly personable Customer Service Professional with over two years of experience in account
management, claims and sales processing, and call-center operations within the credit card processing,
food, and banking industries.
Talent for identifying customer needs and presenting appropriate company product and service
offerings.
Demonstrated ability to gain customer trust and provide exceptional follow-up, leading to increased
repeat and referral business.
Track record of assisting in the design and implementation of reporting procedures that reduce labor
costs and improve customer-satisfaction ratings.
Expertise in resolving escalated customer service issues.
Secured numerous company achievement awards for delivery of exceptional customer service.
Proficient with Microsoft Office System (including Microsoft Word, Microsoft Excel, Microsoft
PowerPoint®, Microsoft Access, and Microsoft Outlook®).
Work Experience
Inquiry Response Coordinator- Seasonal
Spherion - CEC - Chicago, IL
November 2011 to October 2012
Inbound Enrollments, Outbound Prospective Dialing, Filing Paperwork, Charting Data and Percentage
of Enrollments, Statistics, Goals & Quotas
Customer Service Representative - Seasonal
Dreams Retail - Chicago, IL
November 2010 to December 2010
Served as a customer representative working for over 25 online stores including the Chicago Bulls,
Philadelphia Eagles, and Barry Sanders.
Responded to several email queues and answer multi line phone systems to collaborate with other
Customer Care Representatives to resolve customer issues and enhance satisfaction. Used a Multi-Line
phone system while responding to 7 emails minimum per hour.
• Successfully completes returns and exchanges along with processing business and company orders.
• Placing online order and tracking various packages along with refunds and credits all on encrypted
web systems
• Up-selling of products related to customer's specific retail item request
Email Specialist
Hayneedle - Omaha, NE
May 2010 to July 2010
• Served as Email Specialist for a major online store with 220+ stores, serving all 50 states and large
international countries.
2
• Responded to several email queues with Customer Care Representatives to resolve customer issues
and enhance satisfaction. Provided employees with tools to maintain and increase service levels to both
internal and external customers. Work closely with other departments to promote sales contests, clarify
information, and distribute reports. Gather, analyze, and report daily/weekly/monthly sales and service
statistics.
• • Responded to 12 emails minimum per hour while taking inboound service calls
• Cross sold/up-sold products related to a customer's specific purchase via email or phone.
• • Instrumental in improving customer-satisfaction ratings through suggestion, development, and
implementation of new reporting procedures.
• • Successfully completed returns and exchanges along with processing business and company orders.
• • Received outstanding positive comments from team members on employee reviews, as well as
exceptional feedback from senior management.
Customer Service Agent
Omaha Steaks - Omaha, NE
October 2009 to January 2010
• Handled claims processing for a leading beef and food company.
• Investigated and resolved customer concerns in collaboration with taking and replacing probable stolen,
lost, or damaged goods.
• • Responsible for up-selling additional food items to increase customer's food order.
• • Dramatically enhanced customer-satisfaction ratings by expediting all claims and ensuring a high
degree of accuracy.
CNA
Ruston Nursing & Rehabilitation Center - Ruston, LA
April 2009 to October 2009
Nurse Tech
HealthSouth Specialty Hospital - Ruston, LA
June 2009 to August 2009
Nurse Tech
Eastern Nebraska Veterans Home - Bellevue, NE
January 2009 to March 2009
CNA
Maple Crest Care Center - Omaha, NE
September 2008 to November 2008
Telephone Banking Representative 1
Bank Of The West - Omaha, NE
March 2008 to May 2008
• Served as Telephone Banking Representative for a leading Midwest and West coast financial institution.
• Interfaced with customers to identify needs, answer questions, and service accounts. Resolved account
issues including fraud and collections.
3
• • Played key role in reducing fraud.
• Up-sold variety of fraud alert packages
• Received numerous accolades from senior management for consistently providing excellent service
and tactfully resolving sensitive issues.
Fraud Detection Analyst 1
First Data - Omaha, NE
June 2007 to January 2008
Served as Fraud Detection Analyst for a leading credit card processing and global fraud detection
company.
Interfaced with customers to identify needs, answer questions, and service accounts. Resolved account
issues including fraud and collections.
• Received numerous accolades from senior management for consistently providing excellent service
and tactfully resolving sensitive issues.
• Promoted consistency of reduced fraud card services by use of positive fraud detection procedures.
Customer Sales Associate
Convergys - Omaha, NE
February 2007 to May 2007
Served as Sales Associate for a Fortune 500 Company as an advocate for American Express.
Answered both inbound and outbound calls to customers to sell American Express and to upgrade
customer's cards and line of credit.
• Played key role in elimination of cold calling.
• Received numerous written and verbal compliments from customers for great performance.
OTHER EMPLOYMENT
Remodeling Associate
Wal-Mart - Louisville, KY
June 2006 to August 2006
Hostess
Hollywood Diner - Omaha, NE
November 2005 to May 2006
Cashier
Dairy Queen - Omaha, NE
April 2004 to January 2005
Education
William Rainey Harper College Pre-Pharm
2011
4
Criminal justice
University of Phoenix-Axia College - Omaha, NE
2007 to 2008
Criminal justice
Grambling State University - Grambling, LA
2006 to 2007
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