Experience professional with over 10 years providing service and support to the public. Possesses confidence and patience to effectively communicate with thousands of customers from all cultures and economic levels. Superior multi-tasking ability allows for troubleshooting while using computer applications, maintaining a professional demeanor, researching and resolving issues. History of award winning performance in problem solving and ensuring customer satisfaction. Self-motivated, exercises sensible judgment; highly organized and detailed-oriented with a proven ability to meet deadlines. Key Strengths Experience providing customer support in a call center environment. Use of Cisco Call Agent. Skills include in Windows Applications, Remedy, and Service Now - Days Production ticketing system Strategic relationship/ partnership- building skills-listen attentively, solve problems creatively, and win customer loyalty.
Wyle Info Systems Customer Service Skills Training 4/2010-6/2010 Completed five 4-hour modules of customer service training.
Topics included how to: Greet transfer and hold calls Build rapport, listen, clarify, and mange conversational flow Manage upset customers, conflicts, and challenging situations Deliver outstanding service, exceed expectations, and build long-term loyalty.
eCommerce Specialist01/2015 to 06/2016 EBayBethesda, MD
Responsible for shipping 50-75 orders monthly.
Take and edited photos with Adobe photo editor.
Explained services to potential customers and checked in new items.
Responsible for all purchasing decisions ex: garage and estate sales.
Responsible for all accounts payable and receivables.
Kept excellent records of all transactions using 2010 Microsoft excel.
Managed all customer service issues to ensure a positive feedback 98% or higher.
Call Center Supervisor06/2013 to 03/2015 Wells Fargo Financial AcceptanceFrederick, MD
Responsible for leading, supervising and coach a
staff (in-house and work at home) of twelve to fifteen associates, including
monthly performance reviews.
Analyze statistical call center metrics and reports,
identified area to improve, implemented measures that improved service levels
and achieved team objectives.
Execute the quality assurance program through
monitoring and audits. Set clear performance expectations with team and
communicate successfully how performance goals are linked to company goals.
Monitor team service performance on a real-time and
ongoing basis to ensure targeted goals are achieved.
Create and develop plans to ensure team achieves
business objectives. Provide constructive feedback and obtain improvement
commitments from staff. Attend meetings and cross functional teams for
diverse policy and process improvements
Call Center Helpdesk Representative07/2009 to 06/2013 Wyle Information SystemsGermantown, MD
Provided helpdesk support for NOAA Financial System including Commerce Business systems and Travel Manager Software system interface.
Calm angry callers, repair trust, locate resources for problem resolution and design best-option solutions.
Interface with system support team to resolve helpdesk tickets beyond basic administrative issues (user setup and system logins).
Managed a high-volume workload within a deadline-driven environment.
Resolved an average of 250 inquiries in any given week and consistently met performance benchmarks in all areas (speed, accuracy, volume).
Became the lead "go-to" person for new reps and particularly challenging calls as one of the company's primary mentors/trainers of both new and established employees.
Helped company attain the highest customer service ratings (as determined by external auditors) -- earned 100% marks in all categories including communication skills, listening skills, problem resolution and politeness.
Officially commended for initiative, enthusiasm, tenacity, persuasiveness, intense customer focus and dependability in performance evaluations.
Administrative Assistant02/2007 to 05/2009 Exalt Integrated TechnologyAtlanta, GA
Hired to perform administrative tasks.
In administrative capacity, maintained records, responded to staff, client inquiries, and wrote correspondence as needed.
Managed multiple-line phone system, providing fast efficient service to client inquiries.
Sort incoming and outgoing mail.
Responsible for scheduling meetings for all employees; escort visitors to staff members offices, along with provides hospitality service arrangements as requested by staff.
Decreased office expenditures by $50 each month for a non-profit by reducing waste, reusing supplies and heading and coordinating an office supply donation drive.
Awarded with 'Best Administrative Employee Award' for incorporating a better and effective management at workplace in Exalt Integrated Technology.
High School Diploma: Basic Alumni1995West Phildelphia High SchoolPhiladelphia, Pennsylvania, United States
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