Customer Service Management
Resume:
Daphne Duvall
**** ****** ***** ***** ********, OH 43224
Home: 614-***-**** - Cell: 443-***-****
Email: *************@*****.***
Career Overview
. Inspired, extroverted business professional with multiple college
degrees and a successful 12+-year track record of successful management
and training experience.
. Demonstrated organization, customer service, communication, and
training management skills, which has been proved by 15+ years of
successful customer service, 12+ years in management and 6 years in
training.
. Customer Service Management & Support Specialist Offering an award-
winning track record of customer care excellence within high-volume
environments that include. Call Centers Online Support Customer Service
Desks
. Customer Service Management
. Troubleshooting/ Problem Solving Team Building & Training Retail
Operation Management Call Center Operations
. Customer Satisfaction Enhancement
. Complaint Handling/Resolution
. Reports & Documentation
Core Strengths
|. Word, Excel, PowerPoint, |. Flexible and adaptable - able to maintain|
|Outlook |a |
Conflict resolution |sense of humor under pressure. |
|.|Strong organizational skills |. Poised and competent with demonstrated |
| | |ability |
|.|Creative problem solver |to easily transcend cultural differences. |
|.|Listening skills |. Talent for quickly mastering technology -|
|.|Excellent communication skills |recently completed Microsoft Office Suite |
|.|Fast learner |Course. |
. Problem solver
. Energetic work attitude
. Training development
. Strong client relations
Accomplishments
. Accomplishments Won "Customer Service Award of Excellence" Enhanced
employee achievement and presence through daily counseling, one on one
dissertation and encouragement.
. Phenomenal, unequivocal comments on employee reviews as well as
outstanding feedback from senior management.
Work Experience
Patient Service Representative
October 2011 to September 2012
Quantum Health - Columbus, OH
. Provided customer service for an average of 60 calls per day, answering
customer inquiries, solving problems, and providing information in
regards to benefits, eligibility and claims.
. Recommended, selected and helped locate and obtain in network
providers.
. Provided an elevated customer experience to generate a loyal clientele.
Supervisor
October 2010 to September 2011
Gulf Coast Claims Facility - Dublin OH
. Ensure strict adherence to company policies and procedural guidelines.
. Provide customer service excellence and technical support on telephony
systems to customer service agents.
. Driving the development of superior customer service and high
performance.
. Training and developing, motivating, coaching, evaluating and retaining
qualified staff.
Customer Service Agent
July 2009 to October 2010
Insight Communications - Columbus, OH
. Processed phone line and feature orders, answered questions, responded
to concerns, and mitigated fragile circumstances with expertise and
delicacy.
. Chosen to coach and mentor new and returning customer service
representatives.
. Procured a perfect score on the majority of phone monitors throughout
term.
. Received Customer Service Awards for outstanding customer feedback.
Property Manager
November 2006 to June 2009
CJ Property Management - Columbus, OH
. Serviced the property management requests of clients for 150 - 200
residential homes and 10 doubles.
. Managed a team of 10 company employees.
. Managed the database and cash flow reports for the rental properties.
Customer Service Supervisor
February 2005 to October 2006
National City Bank - Louisville, KY
. Examined and concluded customer apprehension in alliance with
corresponding departments.
. Arrange written responses for banking inquiries.
. Provided measurement on content and inclination to determine banking
education needs and reform customer atonement and recognition.
. Reduced labor costs by recommending staff scheduling changes.
. Received numerous honors from senior management for steadily providing
excellent service and delicately resolving sensitive problems.
Customer Service Supervisor
July 2003 to November 2004
Compass Bank - Chandler, AZ
. Interfaced with customers to identify needs, field questions, and
facilitate account sales.
. Coached and mentored new employees in customer service processes and
company policies.
. Partook in fulfilling new paperless process resulting in modernized
operations.
. Enhanced customer satisfaction ratings by warranting amplitude of
accuracy.
Customer Service Manager
April 1995 to February 2002
Verizon Communications - Oxnard, CA
. Recruit, trained and supervised 25+ customer service representatives.
. Cultivated an environment in which clients enjoyed high levels of
service and employees were inspired to transport paramount performance.
. Manage front-end operations to ensure friendly and efficient
transactions termination.
. Won "Customer Service Award of Excellence".
. Augmented in the increase of sales by 10% by assisting in execution of
aggressive sales plans.
. Instrumental in improving customer-satisfaction ratings through
proposing, constructing, and applying of new reporting procedures.
. Increased employee substance by collaborating with elaboration and
employment of product-awareness program.
. Enhanced employee achievement and presence through daily counseling,
one-on-one dissertation and encouragement approach.
. Received phenomenal unequivocal comments from team members on employee
reviews, as well as outstanding feedback from senior management.
Educational Background
OXNARD CITY COLLEGE 09/1994
Oxnard, CA
Classes in Business Management
Kaplan University 01/2010
Business Management
AS
. Associate's Degree
. Dean's List/President's List continually
. Coursework includes: Speech and Communication, Sociology and Psychology
Kaplan University 01/2012
Business Management
BS
. Coursework includes: Speech and Communication, Sociology and Psychology
. Dean's List/President's List continually
. Related coursework: International Finance, Statistics and
Microeconomics
. B.S. Management
Contact this candidate