Amy Flowers

*** ***** **** **. • Middletown, OH *5044 • 513-***-****

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

PART-TIME ADMINISTRATIVE/CUSTOMER SERVICE

HIGHLIGHTS OF QUALIFICATIONS

• Skilled in Microsoft Office, Internet Explorer, Ecometry, and Witness.

• Served customers and offered satisfaction in compliance with company guidelines and procedures. Consistently used strong phone etiquette. Provided strong customer satisfaction with good conflict resolution skills.

• Conducted quality assurance/auditing through the 'Witness' System and ‘Nice’ to effectively coach representatives in call quality while maintaining their self-confidence and self-esteem to produce performance results.

• Strong analytical, internet research and writing skills.

• Demonstrated, met and maintained quality productivity goals and call center scorecard expectations.

• Member of the Hundred Club for a period of 18 months.

EXPERIENCE

Cornerstone Consolidated Brands Inc., West Chester, OH 10/03 – 12/07

Performance Specialist/Customer Service, Order Review & Fraud

• Reviewed incoming orders, flagged suspicious orders for further investigation, and contacted customer to verify inconsistencies with orders.

• Tracked call patterns to explore potential service failures due to system errors or personnel.

• Maintained tracking system used by QA Department and supervisors.

• Surveyed and monitored daily activities keeping notice of any incongruent or inappropriate behavior.

• Facilitated calibration meetings to ensure accurate scoring of customer service calls.

• Co-facilitated customer service training.

• Created and collaborated with other Performance Quality Specialists/Auditors in a department newsletter providing QA Department updates.

Miami University Research Center (Temporary), Middletown, OH 3/03 – 10/03

Call Center Supervisor

• Directed and reviewed day-to-day operations of a 45-person call center.

• Managed staff schedules, monitored and evaluated survey progress and performance, and tallied surveys on an hourly basis,

First Financial Bank, Hamilton, OH 8/02 – 3/03

Clerical Assistant/Closer

• Hired as a Clerical Assistant and then promoted toCloser.

• Performed credit checks, employment verifications, finance

• Verify and examine information and accuracy of loan application and closing documents.

• Interview loan applicants in order to obtain personal and financial data, and to assist in completing applications.

• Assembled and compiled documents for loan closings, such as title abstracts, insurance forms, loan forms, and tax receipts.

• Prepared and typed loan applications, closing documents, legal documents, letters, forms, government notices, and checks, using computers.

• Presented loan and repayment schedules to customers.

Cincinnati Children's Hospital, Cincinnati, OH 1/02 – 2/02

Development Intern

Butler County Regional Transit Authority, Hamilton, OH 7/01 – 11/01

Communications Intern

EDUCATION

Miami University, Oxford, OH 12/01

Bachelor of Arts in Speech Communication with Focus in Public Relations

Graduated Cum Laude

REFERENCES

Available upon request

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