Customer Service Representative

Afton Germany

**** ******** ** *** ***

Jackson,Ms 39209 ************@*****.*** Home: 909-***-****

Cell: 909-***-****

Dedicated customer service Representative with 5+ years of experience in “call center” service settings. Consistently achieve record-high customer satisfaction rankings.

Respected employee and leader of customer-focused teams; instill a shared, enthusiastic commitment to customer service as a key driver of company goal attainment. Lead by example and ensure the execution of all safety, security, quality and store operations policies.

Areas of Expertise

Customer Service Management

Complaint Handling & Resolution

Customer Service Representative Customer Satisfaction Enhancement

Call center supervision

Sales & Margin Improvement Teambuilding & Training

Professional Experience

Universal Healthcare- Ridgeland, Ms 03/2009 to Present

Member Service Team Manager

Communicate effectively with all levels both internally and externally - Ensure activities run smoothly and efficiently - Promote the image of the company in a professional and positive manner - Provide supervision, guidance, coaching, recognition, motivation and training to department personnel - Participate in marketing campaigns and product launches - Attain sales, quality control and customer service goals

Claims Adjuster Team lead

Handle health claims from Medicare and Medicaid recipients Life and as well as some property claims.

Member Services Representative 03/08 to 08/10

Receive and processes calls from customers and serve as the end to end point of contact to resolve customer issues with impeccable customer service

Responsible for analyzing and resolving issues to ensure customer satisfaction with all aspects of services rendered

AT&T Ridgeland, Ms

10/03 to 03/2009

Customer Service Tech Support, 9/07 to 03/2008

Customer Service Representative, 10/03 to 9/07

Promoted outstanding customer Service training position and helped to recruit, train and 25+ customer service reps. Foster a can do and will help tone with the customers in which increased our call center quality level and deliver top performances.

Won “Service Excellence Award” for Quality and par metrics.

Reduced staff turnover by 15% in 2008, benchmarking a record-setting improvement in staff retention due to the success of employee-development and morale-building programs.

Continual actions in satisfying the customers need.

Served on special taskforce charged with improving customers mobile devices and laptop connect cards.

Exemplified the second-to-none customer service delivery for which AT&T is nationally renowned in all interactions with customers.

Eckerd’s Pharmacy Ridgeland, Ms 7/01 10/03

Shift Supervisor, 1/01 to 10/03

Previous Positions: Counter Clerk, Cashier, 06/01 to 1/01

Advanced to increasingly responsible positions, culminating in management role with oversight for a full-service Pharmacy. Directed 18 employees and managed P&L, sales, inventory, merchandising and cost controls. Maintained high standards in sanitation and safety and complied with regulatory guidelines. Selected Contributions:

Transformed operation that was posting annual losses to achieve profits within one year. Met or exceeded all sales targets despite increased competition.

Introduced training programs that enhanced employee performance and helped build a motivated workforce.

Education and Training

Jackson State University Jackson, Ms 08/01 to 08/06

Earned 135 credits; concentration in Biology

Training: Completed numerous courses and labs in biology.

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