Customer Service/Cashier

Ebony S. Sayles

*** ******** ** *.*. Atlanta, Georgia 30331 **.*********@*****.*** 678-***-****

Qualifications Summary

Highly personable Customer Service Professional with over five years of experience in account management, claims and sales processing, and call-center operations within the mortgage, insurance, and franchise industries. As well pursuing an Associate’s Degree in Marketing and Entrepreneurship. My goal is to find a brand, company, or incorporation who could utilize a bright energetic mind and ideas.

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 foreclosure 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.

Professional Experience

S.N.I Logistics - East Point, Georgia 2008-2010

Account Manager

At S.N.I Logistics I was responsible for daily communications with drivers, their check points, and to make sure that their pick up and drop off schedule’s were met accordingly to the customers. I was in charge of processing documents for payroll. I delegated which companies we would ship merchandise for. I am proficient in Microsoft Word, Excel, PowerPoint, I had to type formal report to the lead Account Manager of daily functions of our drivers. I brokered l for companies to receive the best affordable driver and transportation available.

All Cities Mortgage – Edina, Minnesota 2005 to 2007

Assistant Loan Officer

Serve as assistant loan officer for a major mortgage company with over 200 clients across the metro cities of Minnesota. Coordinated and prepared financial information for clients. Responsible for confidential documents and processing them appropriately. Developed strategies for clients to become buyers. Promoted to lead team of 15 employees in daily call center operations. Collaborate with Customer Care Manager to create strategic plans to enhance customer satisfaction. Provide 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.

Contributed to increasing the daily cash allowances for excellent leads.

Instrumental in improving customer-satisfaction ratings through suggestion, development, and implementation of new reporting procedures.

Increased knowledge by assisting with development and implementation of the growth in personal home owner’s awareness program.

Enhanced employee performance and attendance through daily mentoring, one-on-one discussions and motivational strategies.

Received outstanding positive comments from team members on employee reviews, as well as exceptional feedback from senior management.

Midwest Publishing Incorporated 2004 to 2006

Customer Service Representative

Recruited to provide top-notch service to both internal and external customers. Extensive experience in customer service, responding to customers request and addressing concerns to ensure total satisfaction. Met and exceeded all call quotas, as well completed weekly surveys, fundraising, and sales. Competent in written and oral communication to assist in sales to identify products. Proficient in outbound and inbound calling. Effectively able to operate cash registers also handling all check systems and credit card purchases. Ticket orders, answered questions, responded to concerns, and alleviated delicate situations with professionalism and sensitivity. Assisted Training Manager in creating and updating training materials. Prepared weekly reports for Customer Care Supervisor.

Selected to coach and mentor new customer service representatives for opening of new call center.

Achieved perfect score on all phone monitors throughout tenure.

Received Customer Service Award for outstanding track record of positive customer feedback.

Education and Training

Minnesota Department Of Education Roseville, Minnesota

General Education Diploma 2004

St. Paul Technical College St. Paul, Minnesota

Associate of Arts – Business Management 2005-2007

Dekalb Technical College Clarkston, Georgia Associate of Arts- Marketing/ Entrepreneurship 2010- Present

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