Customer Service Manager
Resume:
Cathy Winters
Houston, TX 77077
(713) 987 – 4229
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Dear Hiring Professional:
I am a hard driven, goal-oriented, progressive individual with more than 12 years of experience in Customer Service, Recruiting and Information Technology. Knowledgeable in fields that helped me develop my management, sales, and public relations skills. I feel my skills and qualifications are ideal to fill the position of Customer Service Representative/Manager.
My background has positioned me to accept employment by building rapport with businesses to make sure customers come back for more services This is where I can make use of a wide set of skill sets within a company to allow me to provide a wealth of experience to employ a combination of skills of an inbound call center. I have screening, hiring, training, motivation, recruiting, scheduling, monitoring, taking orders, networking plus billing, for this customer service/manager position.
I have enclosed a copy of my resume for your review. Please feel free to contact me at your earliest convenience if you have any questions or would like to schedule an interview. I look forward to discussing the mutual benefit of our association.
Thank you for your time and consideration.
Sincerely,
Cathy Winters
RESUME
Cathy Winters
1510 Eldridge Parkway #140 • Houston TX 77077 • 713-***-****
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Objective Customer Service Representative/Manager
Summary
Dependable and proficient in providing excellent follow-up by email, telephone, fax, and VOIP conferencing, and responding to customer inquiries
Strong written, analytical and interpersonal communication
Focus on details and keeping customers satisfied plus entrusted with the most complex issues with resolution obtained in one communication
Solid computer skills as well as proprietary software and sales ability in up-selling products
Provide timely assessments; exceptional verbal communication skills, interface with reps in a firm but polite manner, assured LSE’s treated members with respect and friendliness
Polite and to the point resolution to move quickly to the next customer
Employment History
Giant Pay • Customer Service Rep/Team Lead/Supervisor/
SR LSE/Manager 2004 – 2010
Serviced inbound customers with conflict and resolution for problems/questions
Monitored records and customer service representatives activities
Recruiting, screening, hiring and training new hires, motivating, scheduling, and monitoring employees
Conducted Live calls in absence of CEO and held meetings for the teams plus members
Tested and monitored testing of proprietary software applications
Provided exceptional problem solving skills and decision making for 2 departments (HR /Management)
Strong customer service and building relationships to work in a team environment as well as independently
Tested software to put into our network to simplify program usage
Assisted in Ebook and manual development and layout with our team
Superior in generating sales and explaining complex discrepancies to over 100,000+ members
Maintained call center operations 12 to 15 hours a day. Made sure LSEs (Live Sales Executives) were in our call center and 30 or more customer service representatives were actively responding to inbound calls
Other Employment
Synovate Opinions Tested new products and evaluated marketing and use of major brand products
(Kraft, Downy, Febreze, Air Wick, Ragu, Glade, etc.)
Managed Answering Service for more than 10 businesses with paging, telephone, and email for business professionals and emergency situations using specialized database
Home Shopping Network (Now QVC)
Order taking for home shopping network including debit/credit card payments
Offered value added products to increase sales
Met call limit requirements
Education & Training
Alexandria Technical College - Alexandria,MN
Administrative Secretarial/Receptionist - Certificate
Minnewaska High School • Glenwood, MN High School Diploma
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