Customer Service Manager
Resume:
Erica L. DuPriest
Philadelphia, PA 19145
********@***.***
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CUSTOMER SERVICE REP/ 9 YEARS IN RETAIL AND OFFICE SETTINGS
Polished, professional customer service rep offering:
• 6 years of experience providing customer support in fast paced retail environments.
• 3 years of experience providing customer and clerical support for taxing and sports entertainment companies.
• An unwavering commitment to customer service with the ability to build productive relationships, resolve complex issues and win customer loyalty.
• Strategic-relationship/partnership-building skills listening attentively, solve problems creatively, and use tact, and diplomacy to find common ground and achieve win-win outcomes.
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EXPERIENCE
Client Service Professional
Dec. 2011- Present, H&R Block, Philadelphia, PA
Responsible for setting and confirming appointments using H&R Block’s Appointment Manager Software. Interacts with clients in person and via telephone to solve tax questions, and refund inquires. Help match clients to the optimal Tax Professional (using client matching software). Effectively manages client flow in the tax office. Receives cash, check and credit card payments for tax services and routinely balances cash register.
Key Accomplishments:
• Managed high volume phones within a fast paced environment. Resolved 150 inquiries from tax clients on a weekly basis regarding refund statuses, audit support, and appointment dates. Consistently met corporate goal of reaching 100% in calling prior clients and issuing thank you calls for new clients.
• Became the “go-to” person to provide clients with their refund dates from the IRS and the State website databases.
Money Runner/Office Clerk
May 2011- Sept. 2011, Aramark at the Philadelphia Zoo, Philadelphia, PA
Provided clerical support to the Accounts Receivable Department (i.e. light bookkeeping, filing, copying and faxing). Handled all monetary responsibility for concessions by providing change to its cashiers, and was responsible for counting and reconciling sales money on a daily basis, and effectively maintained a balanced safe.
Key Accomplishments:
• Become the Head Accountant “go-to” person to oversee and engage in all monetary responsibilities between fellow money runners and other cashiers.
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EDUCATION
Sept. 2005- May 2010, Community College of Philadelphia, Philadelphia, PA
A.A. in Liberal Arts
• Office Administration
• Public Speaking
• Creative Writing
• Professional Keyboarding
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SKILLS
Skill Name Skill Level Last Used/Experience
Customer Service Expert Currently Used/ 9 years
Compliant Handling Expert Currently Used/ 9 years
Dispute Resolution Expert Currently Used/ 9 years
Multi-line Phone Use Expert Currently Used/ 3 years
MS Word, Excel & Access Intermediate Currently Used/ 10+ years
File Preparation Intermediate Currently Used/ 3 years
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Additional Info:
• Willing to travel up to 75% of the time.
• Willing to relocate if expenses are paid.
• Very fast learner and willing to receive additional training if necessary.
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