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Customer Service Representative Resume Example

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CUSTOMER SERVICE REPRESENTATIVE
Executive Summary

MANAGEMENT/OPERATIONS Over 20 years of successful management and leadership experience with a reputation for meeting the most challenging organizational goals and objectives. A pragmatic and focused individual recognized for "making seemingly impossible situations work." A proven and VERIFIABLE record for:


Producing higher performance standards and enhancing productivity during a period of shrinking budgets. Controlling growth management - able to motivate and maximize productivity and employee morale without financial incentives. Took a division with the lowest performance level (out of 5 divisions) and improved to #1 ranking in less than 12 months.


High-energy Manager successful in building and motivating dynamic teams. Cultivates a company culture in which staff members feel comfortable voicing questions and concerns, as well as contributing new ideas that drive company growth.

Core Qualifications

Windows XP/2000/NT/98/95, Microsoft Exchange, Novell, DOS, TCP/IP, UNIX; ERP


Software / Tools MS Office Suite 2000/2003/2007 (including MS Publisher and MS Access); Trackit, Lotus, Symantec Ghost, Symantec PC Anywhere, Mcafee Antivirus, Intellireach Anti-Spam


Windows/Netware Environment Novell administration (troubleshooting login issues, monitoring printers, monitoring server stats); maintaining virus software and network backup software on Windows.
Professional Experience
Customer Service Representative
September 2008 to March 2009 Palmetto GBA/Kelly Services － Columbia, SC
  • Deliver world class customer service and build customer satisfaction and loyalty.
  • Provide effective and timely resolution of a range of customer inquiries.
  • Strive for one-call resolution of customer issues.
  • Complete ongoing training to stay abreast of script changes, service and policy changes.
  • Strike a positive and cooperative tone with both customers and coworkers.
  • Demonstrate best judgment in helping the customer choose the best Medicare plan to fit their needs.
  • Increase the customer experience by providing information on Medicare plans, and services.
Help Desk/ GSI Map making/AV setup
April 2006 to June 2007 Office Team － Washington, DC
  • Various Office assignments Including GSI map making, help desk, and graphics For the Army Corp of Engineers during Hurricane Katrina, Office Manager, Customer Service, And administrative Assistant.
  • Help desk providing service in resetting passwords, remote installations of software, and tech support.
Office Manager/Executive Secretary
October 2004 to April 2005 Vista Research － Arlington, VA
  • Report directly to both the Chief Financial Officer and the Chief Executive Officer.
  • Collaborate with various levels of management to gather information pertaining to key issues.
  • Communicate with external contacts to properly handle direction of business relations and distribution of company literature.
  • Follow through with meeting arrangements as needed.
  • Coordinate the interviewing process between management and 'new hire' candidates; Assist out-of-town candidates with travel, hotel and car service arrangements.
  • Organize details of off-site functions involving participants' availability, securing of location, menu choices, travel arrangements and material preparation, i.e.
  • correspondence, charts and slide presentations.
  • Process expense reports and invoices reflecting proper adherence to center budget codes.
  • Assist with customer-service, product availability and quality control related issues.
  • Assess assignments to determine the prioritization of work flow; Screen calls and mail.
  • Devise and maintain extensive filing system and corresponding cross-referenced list.
  • Managed team of 5 of professionals.
Boatswainmate
September 1984 to September 2004 United States Navy － Arlington, VA
  • 1st Class - Completed 20-year career with the U.S.
  • Navy.
  • Gained upper-level manager status.
  • Participated in the complete revitalization and overhaul of the U.S.
  • Military in general - and the U.S Navy specifically - from the low status perceived in the 1970's to the most powerful and effective military in history.
  • An active participant in the swift/forceful turnaround of the armed forces that led to the U.S.
  • victory in Operation Desert Storm.
  • Part of the management team that proved that the military could be managed like a well-tuned corporate machine (same size as Exxon Corp.).
  • A successful record for managing complex organizations, supervising thousands of people through hundreds of line-management personnel, responsible for millions of dollars in assets.
  • Specific duties and achievements include: Led team of up to 80 personnel with full responsibility for work assignments, scheduling, performance review, disciplinary action, and long-term career planning, development and promotion.
  • Expert qualifications in evaluating personnel needs and developing responsive training programs.
  • Operations & Logistics.
  • Specific duties and achievements include: Led team of up to 80 personnel with full responsibility for work assignments, scheduling, performance review, disciplinary action, and long-term career planning, development and promotion.
  • Expert qualifications in evaluating personnel needs and developing responsive training programs.
  • Early career experience managing the audit and examination of personnel records to ensure regulatory compliance.
  • Directed recruitment and retention of supervisors and staff of 60 Military Personnel.
  • Trained, supervised and evaluated staff, coached improvement management skills.
Training & Development Tier I Help Desk Technician
August 1999 to April 2003 PENTAGON － Arlington, VA
  • Provide local and remote desktop support for Pentagon SALC and 4 satellite locations.
  • Assisted in Implementing a Help Desk Support Department and Data Recovery Center.
  • Planned and managed the upgrade of 50 workstations to Windows 2000 and MS Office Suite.
  • Led the company-wide installation and configuration of commercial and proprietary applications.
  • Established formal lines of communication for project teams including pagers and messaging boards.
  • Assisted in transitioning the company from an AS400 to ERP system involving critical data migration.
  • Reduced technical resolution turnaround time from two weeks to same day.
  • Managed Pentagon's Skills Assessment and Learning Center.
  • Training over 3000 Department of Defense Personnel Military and Civilians in all areas of Microsoft Office Suite from beginners to Advance , Speed Reading, also Instructed Adult basic education, train the trainer also Administered Pre-LSAT, SAT, ACT.
  • Maintained the upkeep and maintained of 50 computers, 1 network server, and 3 Visual aid machines Instructed Microsoft Office Suite TECHNICAL EXPERTISE.
Education
Associate of Arts : Business Management/Marketing, 2014 Limestone College － Columbia, SC

Coursework in Business Administration and Finance
Diploma : Computer Information System, 1994 Strayer University － Washington DC GPA: GPA: 3.6 Computer Information System GPA: 3.6
Military Courses US NAVY － SC, USA

Navy Leaders Course, Norfolk, Va


Management, Leadership, and Administrative Procedures, 2000


Navy Hazmat Managers course, Norfolk Va


Managing Hazard Material
Skills
Administrative, administrative Assistant, Antivirus, Army, armed forces, AS400, backup, basic, budget, charts, SC, customer satisfaction, customer-service, Customer Service, data migration, DC, direction, DOS, ERP, filing, Financial, Ghost, graphics, Help Desk Support, Help desk, Instructor, Leadership, Logistics, Lotus, Mainframes, management skills, Managing, Mcafee, messaging, MS Access, Microsoft Exchange, mail, Microsoft Office Suite, MS Office Suite, Office, MS Publisher, Windows, Microsoft 2000, Windows 2000, 2000, 98, NT, Windows XP, Navy, Network Administrator, network, Novell, Netware, Novell administration, Office Manager, Operating Systems, PC Anywhere, Personnel, presentations, printers, promotion, quality control, Reading, recruitment, Safety, SAT, scheduling, script, supervising, swift, Symantec, TCP/IP, tech support, desktop support, Trackit, trainer, training programs, travel arrangements, troubleshooting, UNIX, upgrade
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Resume Overview

Companies Worked For:

  • Palmetto GBA/Kelly Services
  • Office Team
  • Vista Research
  • United States Navy
  • PENTAGON

School Attended

  • Limestone College
  • Strayer University
  • US NAVY

Job Titles Held:

  • Customer Service Representative
  • Help Desk/ GSI Map making/AV setup
  • Office Manager/Executive Secretary
  • Boatswainmate
  • Training & Development Tier I Help Desk Technician

Degrees

  • Associate of Arts : Business Management/Marketing , 2014
    Diploma : Computer Information System , 1994
    Military Courses

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