Customer Service Leader
Resume:
Erica L. Hagan
**** ******* ***** **. ***** MO. *3134
ogbcwk@r.postjobfree.com
Objective Seeking a position that utilizes my experience in customer service, leadership, and completion of administrative duties.
Experience 2005-2008 Enterprise Rent-A-Car St. Louis, MO
Remote Team Manager
Coordinate Transfers/Promotions.
Interview New Hire Candidates and provide employment decision.
Contribute to Operations Bottom Line.
Chair Community Service Advisory Board
Conduct timely performance recaps and reviews.
Train employees and delegate proper duties
Document and report employee activity and progress
Handle employee personnel issues.
Handle special projects as assigned by Department Manager
Monitor employee performance and coach toward goal attainment.
Handle customer and branch service issues.
Conduct agent preliminary and installation home visits
Installed computer and phone equipment for remote agent
Adjusted and authorized agent time cards
Monitored call center service levels and scheduled meetings
Management Trainee
Train and assist New Hire Training Classes.
Worked closely with Team Mangers and Department Managers to learn operational responsibilities
Trained Partnership Programs to Customer Service Representatives, including American Express, Discover Rewards Programs, Sam’s Club, and Costco
Customer Service Representative
Made car rental reservations for Enterprise Rent-a-Car airport, home city, AMX and One-Way customers (in-bound call center)
Assisted roadside customers with tow and lock out service
2001-2005 Gateway Research Edwardsville, IL
Customer Service/Phone Surveyor
Conducted phone surveys with designated clients and residential participants of Gateway Research by placing outbound calls using provided contacts
Education 2000-2005 Southern University Edwardsville IL. Edwardsville, IL.
Bachelor of Arts in Mass Communications
Minor in Psychology
Hard Skills:
Outlook, Microsoft Word, Microsoft Excel, Microsoft Publisher, Totalview (IEX), CMS, Webstation and Work brain applications, PeopleSoft
Leadership:
Southern Illinois University Edwardsville 2004-2005
Vice President of Delta Sigma Theta Sorority Inc. Epsilon Chapter
Enterprise Rent-a-Car 2007-2008
Chair Community Service Advisory Board
American Cancer Society St. Louis 2008-present
Vice Chair of Volunteer Board/2009 Events
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