Customer Service Sales

Michelle Rowley

*** ************ *****, **** *, Homestead, FL 33034

PHONE: (H) 305-***-**** / (C) 786-***-**** E-MAIL: *********@*****.***

Summary of Skills and Qualifications

Over eight years experience in the fields of office management, customer service, and telemarketing. Excellent written and verbal communication skills. Highly organized. Exceptional interpersonal skills, phone manner, and office etiquette. Able to work in high volume environment. Typing: 55-60 WPM. Data Entry: 8,000-9,000KPH. Vastly productive in the use of Microsoft Word, Access, Excel, Power Point, Outlook, FrontPage, Publisher ( 2003, 2007 and 2010 versions) and machine transcription. Knowledge of Lotus Office Suite, Corel Quattro Pro, Peachtree, Adobe Page Maker 6.0, and IBM AS-400 System. Able to work with all office machines; such as, 10-key calculators, printers, copiers, scanners, and fax machines.

Education

• Miami-Dade College Miami, FL

Associate in Science Accomplished April, 2005

Major: Office Systems Technology/ Emphasis: Computer Software Applications/ G.P.A. 3.16

• Ser-IBM Business Institute Miami, FL

Clerk/Typist Certificate Received 1989

• Dade County Public Schools Miami, FL

Florida High School Diploma Received ` 1990

Work History

• Mc Clatchy Corporation Miami, FL

Customer Service Representative 2003-2008

Answered 80-100 inbound phone calls per shift in support of customer needs.

Retained customers through customer complaint resolution.

Provided sales assistance by offering add-ons and up-sales.

• Fingerhut Tampa, FL

Outbound Telemarketing Supervisor II 1997

Supervised a staff of 10 telemarketers while executing daily operations of telemarketing floor.

Prepared work schedules to ensure that sufficient shift personnel were available for call center demands.

Organized and implemented motivational sessions, sales technique instructional meetings and developed competition inducing games and incentives which generated greater work enthusiasm, productivity and sales.

• Precision Response Corporation Miami, FL

Quality Assurance Representative 1993-1996

Collaborated with Marketing Department to assist with establishing customer relationship management actions.

Monitored phone calls to evaluate teleservice representative performance and provided training as to ensure guidelines and procedures were being followed and standards of quality were being maintained.

Provided management with daily, weekly, and monthly progress reports of teleservice representatives for analysis purposes.

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