Skilled Customer Service Manager committed to addressing customer concerns with speed, accuracy and professionalism Resourceful Representative who consistently meets and exceeds productivity goals Customer-focused Representative with a proven capacity to troubleshoot issues to ensure customer satisfaction Customer Service Manager with track record of developing a quality call center workforce Call center Representative versed in high call volume customer support Remarkable computer skills and telephone etiquette Highlights Mac and Microsoft operating systems Savvy with Microsoft Office, Adobe software, and customer account software such as Avaya, Passport and Salesforce Knowledgeable multi-channel contact center software operator Excellent troubleshooting skills ranging from IT to customer issues Outstanding communication abilities
People skills: great bedside manner, enthusiastic people person, advanced problem-solving, great organizational skills
H&M Hennes and MauritzApril 2012 to November 2014Call Center Supervisor Chicago, Illinois
Collected customer feedback and made process changes to exceed customer satisfaction goals Demonstrated mastery of customer service call script within specified time frames Developed effective relationships with all call center departments through clear communication Worked with upper management to ensure appropriate changes were made to improve customer satisfaction Assisted with the development of the call center's operations, quality and training processes Formulated and enforced Service Center policies, procedures and quality assurance measures Provided cross training to staff members on how to improve customer interactions.
United Parcel Service UPSAugust 2010 to February 2011Customer Service Representative Chicago, Illinois
Managed will call department and coordinated with drivers to retrieve parcels for customers Opened, maintained and closed down will call department center Prepped list of customers that made requests Retrieved parcel to accommodate the customers request for pick up Responsibly handled all customers inquiries in a professional and timely manner.
Revolver RecordsJanuary 2006 to January 2010Owner Chicago, Illinois
Delegated work responsibilities and duties for all employees Opened, organized, maintained and closed down store Coordinated weekly meetings with vender's and employees Completed all store web orders to insure quality service Arranged and conducted in-store events.
Life FitnessJanuary 2003 to January 2007Customer Service Representative Schiller Park, Illinois
Provided technical support to Life Fitness technicians out in the field & in major gyms Worked closely with military and government accounts Responsible for taking all inbound calls from account holders Processed and verified all client*s account information over the phone.
Provided unmatched customer service.
Proviso West High1 1995High School DiplomaHillside, IL