(555) 432-1000,
Montgomery Street, San Francisco, CA 94105

Experienced customer service leader able to generate leads, connect with customers and close sales. Known for providing unparalleled support to discerning clients. Bringing  over 10  years of related experience combined with dedication to continuous improvement and personal achievement. 

Flexible with any scheduled assignment  with 10 years of success in resolving customer concerns and inquiries. Skilled at accurately documenting call details, preparing reports and organizing documentation. Well-versed in providing helpful answers and relevant information to retain clients.

Reliable Customer Service Representative with extensive track record in demanding sales and account management environments. Strong presenter, communicator and problem resolution and able to work effectively and productively with diverse customers and individual needs.

Enthusiastic Customer Service and Telesales Representative with in-depth knowledge of sales, account management and training. Able to provide superior customer service and resolve all issues with speed and accuracy. 

Hardworking customer service professional accustomed to fast-paced inbound and outbound call center environments. Adept at working quickly to understand, document and resolve customer concerns, driving satisfaction while meeting demanding business objectives. Well-versed in call centers standards and best practices.

  • Office equipment proficiency
  • Adaptive team player
  • Quality control
  • Inbound and outbound calling
  • Problem-solving abilities
  • Technologically savvy
  • Clerical support
  • High-energy attitude
  • Organizational strengths
  • Team leadership
  • Active listening
  • Microsoft Office expertise
  • Quality assurance controls
  • Courteous demeanor
Education and Training
Faith Christian Fellowship Training Institute 4351 Oakland Park Blvd, Expected in 2015 : Home Health Aide - GPA :
  • Completed And Awarde A Diploma in Home Health Aide . I successfully completed the varying courses of the Health Insurance Portability And Accountability Act (HIPAA) 2 Contact Hours
  • Completed 4 Contact Hours In Prevention Of Medical Errors
  • 4 Congtact Hours In Assist With Self-Administration Of Medications
  • Completed 4 Contact Hours of Alzheimer's Disease Related Disorders
  • Successfully Completed and certified in CPR And AED  Program.  This certifies that I completed the cognitive skills and evaluations in accordance with the curriculum of he Ameican Heart Association BLS For Healthcaer Providers
University Of The WI Kingston, Jamaica, Expected in 1997 High School Diploma : - GPA :

Successfully Completed and awarded Certification At the UWI School Of Continuning Studies

  • Completed continuing education in Public Relations
  • Completed continuing education in Supervisory Management
Professional Business And Secretarial Institute (PBS) Kingsgton Jamaica, Expected in 1986 : Business Administration - GPA :
  • Completed professional development in Business Administration and Secretarial Studies
West Avenue Institute Kingston Jamaica WI, Expected in 1986 High School Diploma : - GPA :
  • Completed continuing education in Accounting and Principles Of Business
Convent Of Mercy Alpha Academy High School Kingstn Jamaica WI, Expected in 1985 High School Diploma : - GPA :

Successfully Completed 5 Years and graduated and was  Awarded a Diploma for my academics studies in the Languages and business field.  This included English Language, English Literature, Spanish, French, Accounting, Mathematics, History and Secretarial Where my keystrokes were of 60 WPM.  I also completed the CXC level of examinations.

  • Customer Service Representative Certificate
John Crane Inc - Customer Service Representative
Morton Grove, IL, 01/2019 - Current

I am a multipled skilled representative in my position here at IQOR.  I am considered a Team Of Expert where my daily interaction with customers involved Retaining customers who are considering going to another carrier. This involves having that persuading and convincing skills in order to ensure the longetivity of customers.  My daily chores also involves troubleshooting and fixing of technicali issues.  I also process bill payment, establish payment arrangenment and addressing customers disputes and billing queries.  I interact with different personalities and this is where my cosmetics and customer care skills takes forefront. I feel accomplished when I know as a senior representative I leave knowing that the customers are happy all concerns and issues were addressed and resolved and the overall daily goals are achieved

Center For Diagnostic Imaging - Home Health Care Provider
Waterbury, CT, 02/2014 - 12/2016
  • Provided companionship, personal care and household management assistance to clients within private home settings. 
  • Assisted clients in completing activities of daily living by managing household activities, maintaining daily schedules and providing transportation to and from medical appointments.
West Corooration - Operations Manager
City, STATE, 10/2000 - 01/2010
  • Explored new opportunities in the Call Center Industries by securing numerous fortune 500 new  business relationships.
  • Optimized the overall customer experience through daily client meetings, conference calling, coaching and development of agents managers as an Operations Branch Manager, Production Manager, Operations Team Leader, Floor Trainer and Quality Assurance Manager.
  • Promoted branding initiatives by executing effective marketing campaigns and networking tactics to strengthen outreach.
  • Led quality control initiatives and diminished downtime and increased profits. 
  • Earned the Top Branch Manager, Top Production Manager, Top Operations Team Leader and Top Customer Service Representative.
  • Supervised managers, operational staff, HR and other departments to maximize business efficiency in Customer Service environment.
  • Contributed to development of corporate objectives, strategies, and goals, collaborating with department heads in the establishment of quality metrics and key performance indicators (KPI), as well as strategizing with cross-functional teams on improvement measures related to quality principles awareness, issues and corrective actions.
  • Oversaw the development and launch of many fortune 500 companies
  • Liaised between IT and business to develop structured business architecture to capture key performance indicators (KPIs) for business unit.
  • Managed daily business operations, including sales, logistics, customer service and problem-solving.
  • Product Sales
    Cross-sold services at a rate of 30%, upgrading customers to different plans and product packages.
  • Computed Data Reports
    Provided required weekly, monthly and quarterly reports listing sales figures and client track records.
  • Customer Service
    Researched, calmed and rapidly resolved client conflicts to prevent loss of key accounts.
  • Consistently exceeded daily sales targets 
  • Awarded Top Marketting Representative, Top Operations Team Leader, Top Production Manager, Top Branch Manager.

Currently as a senior representatives I been called on numerous occasions to assist with the development of new agents, Mentoring and developing.

I've been recently been awarded a Certification for my 2 years of consecutive hard and dedicated services by IQOR for excellent service provided to T-Mobile Customers.

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Resume Overview

School Attended

  • Faith Christian Fellowship Training Institute
  • University Of The WI
  • Professional Business And Secretarial Institute (PBS)
  • West Avenue Institute
  • Convent Of Mercy Alpha Academy High School

Job Titles Held:

  • Customer Service Representative
  • Home Health Care Provider
  • Operations Manager


  • High School Diploma
  • High School Diploma
  • High School Diploma

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