Highly enthusiastic,hardworking, and service driven customer service professional with 25 years client service experience. I am dedicated to pursue and contribute further to my success and that of any corporation ready to add me to their team.
Core Strengths
Strong organizational skills
Seasoned in conflict resolution
Microsoft Word and Microsoft Excel
Multi-Task Management
Customer service expert
Adaptive team player
Courteous demeanor
Top sales performer
Educational Background
Milan Institute Kiel, TXExpected in 2006 ā āLicensed :Esthetician - GPA:
Concentration in Specific studies of skincare and aesthetic
Berufschule am RavensburgSan Antonio, TXExpected in 1998 ā āNot completed:Tourism - GPA:
Concentration in continuing Education
Moved back to the United States
Goethe InstituteKiel, Expected in 1994 ā āForeign Language:German - GPA:
Continuing education in German
Thomas JeffersonSan Antonio, TXExpected in 1990 ā āHigh School Diploma: - GPA:
Accomplishments
Customer Assistance
Worked with company systems and diligently completed all assigned tasks, working overtime as needed.
Assisted client call flow with up to 60 calls in queue per hour.
Exceeded corporate target for customer satisfaction on several months in a row.
Work Experience
Dick's Sporting Goods - COLOR LEAD Manassas, VA, 01/2013 - Current
Relocated from La Cantera store as of May to store location at Northstar mall to help build team and impact customer satisfaction metrics.
Assisting in reorganizing the sales floor to meet company demands.
Great American Insurance Group - EDUCATION LEAD Richfield, OH, 05/2012 - 01/2013
Pursued a series of training sessions to advance from a sales associate to a lead position.
Improved service quality and increased sales by developing a strong knowledge of company's products and services.
Trained new employees on company customer service policies and service level standards.
Trained staff to deliver outstanding customer service.
Addressed and corrected sales staff communication issues in a tactful and effective manner.
Sephora - COLOR LEAD City, STATE, 03/2010 - 04/2012
Organized weekly sales reports for the sales department to track product success.
Cross-trained and provided back-up for other customer service representatives when needed.
Worked as a team member performing cashier duties, product assistance and cleaning.
Promptly responded to general inquiries from members, staff, and clients via mail, e-mail and fax.
Guaranteed positive customer experiences and resolved all customer complaints.
Compiled weekly monetary reports and records for store managers.
Maintained adequate cash supply in cash drawers in multiple checkout stations.
Kept abreast of rapidly evolving trends.
Recommended, selected and helped locate merchandise based on customer needs and desires.
Regularly sought opportunities to up sell and add on additional merchandise.
Communicated all merchandise needs or issues to appropriate supervisors.
Performed store opening duties, including counting cash drawers and checking all equipment for proper functioning.
Chase - LITIGATION ANALYST City, STATE, 2010 - 03/2010
Collected debt that had reached a litigation state
Supported the Attorneys that represented the Litigation Department
Negotiated settlements and repayments for the clients
Ensured that clients avoided a lawsuit by agreeing to a resolution repayment plan.
Chase - TELEPHONE BANKER City, STATE, 04/2009 - 2010
Washington Mutual became Chase creating a new responsibility
Managed retail accounts; savings and checking
Responded to disputes
Cross-sold bank products
Resolved customer's concerns and questions
Educated the customer on how to properly manage their accounts
Washington Mutual - TELEPHONE BANKER City, STATE, 01/2009 - 04/2009
Managed and supported inquires primarily in Mortgage Accounts
Processed inquiries on escrow and payments
Educated customers on the type of mortgage they had
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