DIANE'S RESUME

Diane Hartsook -Baty ** plus years in Customer Service

**** ********* **. **********@*******.***

Powell, TN 37849 865-***-****

Objective: Administration where my skills and experience can be effectively utilized to smoothly handle customer complaints and improve company image.

Experience: 04/1992 -12/2010 First Tennessee Bank First Link Call Center Knoxville, TN

POSITION: First Link Customer Service Lead IV – 04-2009 to 12-2010

• Assist Supervisors

• Take customer calls inbound, Training

• Coach new agents, provide feedback

• Key Team Stats in System

• Responsible for resolving customer problems

First Link Customer Service Supervisor 01/1995-04/2009

• Demonstrate the ability to problem solve while taking calls from irate customers.

• Develop individual agent training plans

• Enforce attendance and tardiness to ensure schedule compliance.

• Conduct agent testing and monthly reviews to ensure quality standards are achieved

First Link Customer Service Representative 04/1992-01/1995

• Responsible for outstanding customer service while

• regarding inquires on various types of accounts and

• Maintained a working knowledge of product lines which included: checking, savings, CD’s, loans, online banking, and credit cards.

01/1979- 03/1992- Winn Dixie Stores Knoxville, TN

Bookkeeper and General Merchandise Manager

• Responsible for counting cashier tills, weekly scheduling, enforcing disciplinary action, closing and locking up office, administer accounting accuracy, ordering merchandise, ensuring shelves are properly stocked at all times, and providing excellent customer service to shoppers.

• Participate in the building of several Habitat for Humanity homes

• Provided assistance in the Knoxville Special Olympics and Loaned executive for the Greater Knoxville United Way

Education: Graduated with high school diploma

Skills: Microsoft Word, Excel, and Outlook

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