Senior Call Center Representative

Aiyana S. Pelham

**** ******** **.

Fort Washington, MD 20744

240-***-****

Experience

Graduate School, USDA 12/2006-Present

Senior Call Center Representative

Responsibilities include:

 Assigning duties to staff

 Supervising and mentoring a Call Center Team

 Resolving escalated complaints

 Providing performance feedback, training and cross-training

 Updating training manuals

 Providing oral and written information regarding enrollment procedures

 Researching a range of internal and external customer inquiries

 Providing and assisting with job aids

 Monitoring call volumes at peak periods

 Screening and directing calls to the appropriate staff member

 Providing administrative support to the Director

 Responding to e-mail inquiries from the Customer Service Center in box

 Assisting participants with registration and course information

 Entering data into Stars Database

 Updating records

Graduate School, USDA 03/2006-12/2006

Customer Service Representative/Call Center

Responsibilities included:

 Entering data into Stars Database

 Screening and directing calls to the appropriate staff member

 Assisting participants with registration and course information

 Responding to e-mail inquiries from the Customer Service Center in box

 Providing administrative support to Managers and Participants

 Providing oral and written information regarding enrollment procedures

 Researching a range of internal and external customer inquiries

 Updating Records

Graduate School, USDA 02/2001-03/2006

Program Assistant

Responsibilities included:

 Ordering and shipping materials for courses

 Entering data into Stars Database

 Organizing materials and equipment for classroom set up

 Setting up and opening classes

 Making courtesy calls to participants

 Providing administrative support to Instructors and Managers

 Processing Billings

 Maintaining files

 Typing Agendas

Graduate School, USDA 08/2000-02/2001

Receptionist

Responsibilities included:

 Entering data into Stars Database

 Greeting and assisting participants with registration questions

 Providing administrative support to Instructors and Students

 Maintaining and organizing the Front Office

 Ordering office supplies to restock inventory

 Retrieving and responding to on-line registrations

Education

Central High School 09/1992-06/1996

Graduate School, USDA 08/2000-11/2007

Skills

Lotus Notes, Microsoft Excel, Microsoft Windows, Microsoft Word, STARS, WordPerfect, Type 60 wpm

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