Category: INFORMATION-TECHNOLOGY

         CUSTOMER SERVICE REPRESENTATIVE       Summary     Recognized for being able to promote exceptional results and productivity from a team of individuals. Six years experience within
          Contact Center Operations, supervised teams of 20 up to 100 employees. Extensive experience within the Contact Center Operations environment, including daily communications with all levels of leadership supervisor, management. Recognized for ability to multitask and excel at any task assigned, analytical and organizational skills.       Skills          Microsoft Office  Verint  Siebel  RTA  Avaya  Operating Systems  Vista  Windows 7  Windows 8  Windows 10              Experience     08/2015   to   Current     Customer Service Representative    Company Name   －   City  ,   State      Handled large call volume while being able to multi task and provide accurate information to the consumers while maintaining a high level of quality of service.    Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.    Confer with customers by telephone or in person to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints.    Refer unresolved customer grievances to designated departments for further investigation.    Complete contract forms, prepare change of address records, or issue service discontinuance orders, using computers.         09/2014   to   07/2015     Customer Service Supervisor    Company Name   －   City  ,   State      Provides supervision and leadership to a team of 20 to 60 customer service representatives and through the various
communication channels within operations (telephone, e- mail, written correspondence, and web-chat).  Met contract specific
goals/objectives as required
 Extensive experience with the Healthcare Marketplace
 Supervise, develop, and coach CSRs to assure productivity, quality, attendance, and timeliness of work in the completion
    of assigned projects and departmental goals
 Maintain daily reports regarding adherence, service level, and staffed hours to assure CSR's and team are meeting contract
    and department goals
 Assume leadership responsibility for floor management (including agent placement), department tasks, and contact center
    incentives
 Work closely as a team with CSR's, other supervisors, customer service managers, and senior site managers within
    operational areas of the contact center
 Complete and deliver employee performance appraisals on a monthly and yearly basis and corrective actions as needed
 Interviewed and hired qualified candidates for CCO customer service representative as well as performed substantial
    portion of recruitment for new hire employees (including advertising and job fairs)
General Dynamics Information Technology.         10/2013   to   09/2014     Customer Service Representative    Company Name   －   City  ,   State      Handled large call volume while being able to multi task and provide accurate information to the consumers while maintaining
a high level of quality of service.  Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well
        as actions taken.  Confer with customers by telephone or in person to provide information about products or services, take or enter
        orders, cancel accounts, or obtain details of complaints.  Refer unresolved customer grievances to designated departments for further investigation.  Complete contract forms, prepare change of address records, or issue service discontinuance orders, using computers.         06/2011   to   10/2013     Customer Service Representative    Company Name          Handled 100 calls a day while being able to multi task and provide accurate information to the consumers while maintaining a
high level of quality of service.  Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well
         as actions taken.  Confer with customers by telephone or in person to provide information about products or services, take or enter
         orders, cancel accounts, or obtain details of complaints.  Practiced Conflict Resolution, refer unresolved customer grievances to designated departments for further
         investigation.  Complete contract forms, prepare change of address records, or issue service discontinuance orders, using computers.          Education and Training     2013     Associate of Science  :   Psychology    Eastern Kentucky University   －   City  ,   State              Skills    administrative, advertising, Avaya, budget, coach, Conflict Resolution, Prepare contracts, clients, customer service, dispatching, e- mail, forms, Information Technology, Inspect, ISO 9001, leadership, materials, Microsoft Office, Operating Systems, developer, performance appraisals, personnel, progress, quality, quality control, recording, recruitment, safety codes, Siebel, supervisory, supervision, telephone, Time Management, Vista, written