More than 7 years' successful experience in customer service and support with recognized strengths in account maintenance, problem-solving and trouble-shooting, sales staff support, and planning/implementing proactive procedures and systems to avoid problems in the first place. Possess solid computer skills. Excellent working knowledge using both IBM and Mac systems; Lotus 1-2-3, Microsoft Excel, WordPerfect, Microsoft Word. Ability to train, motivate, and supervise customer service employees. A team player, acknowledged as "Total Quality Customer Service Professional." Develop plan, conduct audits and variance analyses, process payroll and payroll tax reports and filings, and maintain/update accurate inventories. Synopsis of Achievements Increased customer retention by 19%, from 72% to 91%. Reactivated 9 key accounts ($253K/year), utilizing persuasion/mediation skills. Proactive planning led to notable increase in morale in all departments. Created customer satisfaction survey, drastically reducing potential problems.
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