Livecareer-Resume
Jessica
Claire
resumesample@example.com
(555) 432-1000,
Montgomery Street, San Francisco, CA 94105
:
Career Overview
A Dynamic Customer Service Supervisor who leads diverse teams to achieve company goals. I am a  Customer Service  SME , bringing 22 years of extensive call center experience in an inbound, outbound and blended environments. My Strengths are in training and development, account maintenance , account management, staff support, client relations and problem solving with sound judgment and an ability to resolve problems tactfully and diplomatically. Ability to lead, train, motivates, and supervises customer service employees
Core Strengths
  • Call center SME management experience
  • Dedicated to process improvement
  • Conflict resolution proficiency
  • Service solutions expert
  • High customer service standards
  • Devoted to data integrity
  • Strong problem solving ability
  • Troubleshooting skills
  • Proficient with Microsoft Office Suite
  • Team management
  • Client relations specialist
  • Meticulous attention to detail
  • Persuasive
  • Focused on customer satisfaction
  • Talent development
  • Skilled multi-tasker
  • Training and development
  • Scheduling
  • Deadline-oriented
Educational Background
Strayer University Rockville, MD Expected in 2014 Bachelors of Arts : Human Resource Management - GPA : Human Resource Management I have completed 70 credits
Long & Foster Real Estate School Gaithersburg, MD Expected in 2006 : - GPA : Obtained Maryland Real Estate License
Pilgrim Academy Pomona, NJ Expected in XXX High School Diploma : - GPA :
, Expected in Skills Legacy Systems-Exact, WFA-C, TIRKS, CABS, LMOS, SOAC, LFACS, ICOLLECT, IFINALS Web Based-Accord, NDMTDSS TOLL PMT, DRIVE THRU,CLLINET, RECOVERY TICKETS, REQUESTNET, ASSIST TICKETS, NTAG, TIP TICKETS, NETSTATUS, CFA ROLLOVER TOOL, WORKBRAIN, LOTUS NOTES, AVAYA AND OUTLOOK : - GPA :
Accomplishments
  • 2001 Received Verizon Excellence Award, Business Unit Center Award for Outstanding Achievement
  •  Researched and Reinstalled circuits that were taken down in error Ø  Proactive planning led to notable increase in morale in all departments.
  •    Lead a team of Maintenance Administrators that were assigned to a special project.
  • Exceeded corporate target for customer satisfaction for 4 yrs
  • Managed call flow with up to [number] calls in queue per minute. in a row.
Work Experience
Collins Aerospace - Customer Service Administrator
West Des Moines, IA, 10/2000 - Present
  • Work with several account managers covering the Potomac regional to include 4 states (Washington DC, VA, MD & NJ), Support account managers in opening new accounts and upgrading existing service.
  • Quickly and effectively solve customer challenges.
  • Maintain quality control/satisfaction records, constantly seeking new ways to improve customer service.
  • Global Wholesale Ordering and Provisioning Project managed and worked orders for the UNE/SPUNE Circuits Research issues for Carriers, disconnect in errors, billing for circuits that do not belong to them, busy CFA's Trained coworkers on process for minimal, PAVA, UNE/SPUNE Daily carrier escalation conference calls for order status.
  • I would work with supplier organization in getting the carrier their FOC (firm order confirmation).
  • Also participated in calls on clearing carrier issues with getting orders into the gateway error free.
  • processed meet point orders and exchanged with the other LECS (local exchange carrier service) Processed orders for these Low to High Bandwidth Services: DDS, voice grade, analog, DSO,DS1,DS3, DARK FIBER,SONET,IBT,IOTS VZON ETHERNET.
  • Worked Special Report orders and minimal process ROLLS, DIES and creating orders manually.
Frontier Communications - Maintenance Administrator
Toledo, OH, 11/1997 - 10/2000
  • Supported a national seminar group.
  • Call center environment.
  • processed request from customers and technicians to open trouble tickets for out of service request Verified of the technician has been dispatched and when will he/she arrive at the location.
  • Soft tested POTS line to try and resolve issues on telephone lines.
  • Answered customer and technician inquiries into trouble history.
  • Interacted with supplier organizations to resolve all of my customer issues.
Verizon - Directory Assistance Operator
City, STATE, 01/1993 - 01/1997
  • Provide callers with customer service over the phone regarding placing collect calls, giving out phone numbers, and locating businesses.
  • Supply caller with cost of a phone call.
  • Run private branch exchange (PBX) switchboards for businesses and organizations.
  • Facilitate person-to-person calls.
  • Answer large volume of calls daily.
  • Plug in headphones when signal light flashes on cord switchboard, or push switch keys on cordless switchboard to make connections.
  • Provide excellent customer service.
  • Greet callers warmly.
  • Obtain information from caller.
  • Record details of each call.
  • Look up local or long-distance telephone numbers.
  • Use computerized alphabetical or geographical directories.
  • Provide reports as needed.
  • Interpret instructions on customer service procedures.
  • Scan directory or microfilm viewer to locate number.
Atlantic Commercial Group - Office Assistant/ Manager
City, STATE, 01/1989 - 01/1992
  • Opened/closed the office, answered the phones.
  • Handled the appointment schedule, correspondence, reports, opening new files and general filing for 3 commercial real estate agents.
  • Collected rents from the building tenants, did some limited banking transactions ie deposits and petty cash.
  • Managed the janitorial staff order supplies for the building and the office, did some account payables.
Skills
AVAYA, banking, billing, C, Call center, excellent customer service, customer service, DDS, DC, ETHERNET, filing, gateway, ie, LOTUS NOTES, exchange, office, OUTLOOK, payables, PBX, quality control, Real Estate, Research, SONET, switchboard, switch, technician, telephone, phones, phone, upgrading

By clicking Customize This Resume, you agree to our Terms of Use and Privacy Policy

Disclaimer

Resumes, and other information uploaded or provided by the user, are considered User Content governed by our Terms & Conditions. As such, it is not owned by us, and it is the user who retains ownership over such content.

How this resume score
could be improved?

Many factors go into creating a strong resume. Here are a few tweaks that could improve the score of this resume:

69Fair

resume Strength

  • Personalization
  • Target Job

Resume Overview

School Attended

  • Strayer University
  • Long & Foster Real Estate School
  • Pilgrim Academy

Job Titles Held:

  • Customer Service Administrator
  • Maintenance Administrator
  • Directory Assistance Operator
  • Office Assistant/ Manager

Degrees

  • Bachelors of Arts
  • High School Diploma
  • Skills Legacy Systems-Exact, WFA-C, TIRKS, CABS, LMOS, SOAC, LFACS, ICOLLECT, IFINALS Web Based-Accord, NDMTDSS TOLL PMT, DRIVE THRU,CLLINET, RECOVERY TICKETS, REQUESTNET, ASSIST TICKETS, NTAG, TIP TICKETS, NETSTATUS, CFA ROLLOVER TOOL, WORKBRAIN, LOTUS NOTES, AVAYA AND OUTLOOK

By clicking Customize This Resume, you agree to our Terms of Use and Privacy Policy

*As seen in: