SBA Customer Service Representative Resume Example Itm Marketing Inc.

SBA CUSTOMER SERVICE REPRESENTATIVE

Summary

Enthusiastic, down-to-earth individual with superior skills in working in both team-based and independent capacities. Bringing strong work ethic and excellent organizational skills to any setting. Reputation for positive attitude, determined work ethic and sound judgment. Adaptable to anticipate issues and proactively solve problems. Excited to begin new challenge with successful team.

Experience

Itm Marketing Inc. - SBA Customer Service RepresentativeCoshocton, OH03/2020 - Current

Communicated with team members to answer questions in order to ensure overall understanding of program details.
Maintained a positive, respectful, and caring attitude.
Improved operations by working with team members to find workable solutions.
Learned on-the-fly about program details and guidlines.
Assisted callers with technical issues on sba applications and the sba portal.
Flexible scheduing.

Itm Marketing Inc. - U.S. Army Recruiting Support RepresentativeCoshocton, OH08/2017 - 02/2020

Created a unique schedule for the team to work around the personal schedules of individual team members.
Always available for any time outside of schedule to cover shifts if needed (call offs, team members pto, etc).
Trained new team members on my shift.
Worked long hours while utilizing downtime to clean and perform daily tasks for the company as well as respond to emails and create spreadsheets for multiple other programs.
Developed a high profesional reputation with the clients by having a great first impression as a more than capable agent.
Boosted productivity by maintaining strong call control and quickly working through scripts to address diverse problems.
Data entry.
Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
Taught agents on my shift successful strategies for positively influencing call experiences, maintaining control of call flow and de-escalating conflicts.
Corrected issues by giving agents targeted and highly constructive feedback.
Delivered excellent customer service with positive and professional attitude.
Accurately documented calls and caller data as needed.

ITM Group Inc. - Kirkland's Home Décor CSRCoshocton, OH03/2017 - 02/2018

Demonstrated company's values and mission through customer service to ensure complete customer satisfaction.
Acted as supervisor to de-escalate calls with irate customers when lead agents or supervisors were overwhelmed by the caller.
Engaged customers while solving issues and providing solutions with fast and accurate transaction processing.
Maintained up-to-date knowledge of store policies regarding payments, returns and exchanges in order to provide speedy and accurate service to each customer.
Interviewed customers regarding product issues and reported feedback to management team.
Kept detailed records of customer accounts, including actions taken, issues resolved and contact information.
Upheld privacy and security requirements established by regulatory agencies.
Evaluated benefits for each caller to determine service needs and address concerns.
Worked closely with team members to deliver project requirements, develop solutions and meet deadlines.
Improved customer satisfaction by finding creative solutions to problems.

Belden Brick - Brick Yard Laborer, Packer, DrawerSugarcreek, OH08/2015 - 01/2017

Worked in dangerous conditions where injury or worse could happen at any moment.
Acted as rescue personel in the middle of crisis on several occasions to individuals stuck between machinery, buried beneath brick, or caught between train cars in which my quick reactions and problem solving abilities allowed me to reduce their injury and possibly save their life.
Physically handled 35 tons of brick on a regular day, working through extreme temperature and injury aquired from heavy labor.
Inspected incoming materials and outgoing shipments to maintain effective quality assurance standards, protecting both customer and company interests.
Used tools, sprayers and cleaning solutions to clean contaminants from work areas.
Operated hand trucks, pallet jacks and forklifts to move materials.
Utilized pallet jacks to move items to and from different warehouse locations.
Assembled and prepared cartons, crates and containers to protect materials during shipment.
Reviewed packing slips and other documentation to properly box requested items for shipment.
Promoted workplace safety and production efficiency by keeping workspaces clean, organized and free of hazards.
Inspected orders for accuracy by carefully reviewing containers, products, packaging and labeling.

Activities and Honors

16 years dedicated to competitive american folkstyle wrestling.
3 year team captain
4 year letterman

Coaching

Have coached over 100 individuals in 2 sports.
Have held wrestling classes for MMA combatants of all ages, both amateur and professional.

Skills

Great leadership qualities
Strong attention to detail.
Knowledge of windows operating systems and functional knowledge of word processing, spreadsheet and presentation software.

Excellent communication skills.
Work well under pressure.
Top tier problem solving skills.

Education and Training

Some College (No Degree): General StudiesDarton State CollegeAlbany, GA

Some College (No Degree): NursingWest Georgia Technical CollegeLa Grange, GA

High School DiplomaLaGrange High School, LaGrange, Ga05/2012

Resume Overview

Companies Worked For:

Itm Marketing Inc.
ITM Group Inc.
Belden Brick

School Attended

Darton State College
West Georgia Technical College
LaGrange High School, LaGrange, Ga

Job Titles Held:

SBA Customer Service Representative
U.S. Army Recruiting Support Representative
Kirkland's Home Décor CSR
Brick Yard Laborer, Packer, Drawer

Degrees

Some College (No Degree) : General Studies
Some College (No Degree) : Nursing
High School Diploma

SBA Customer Service Representative Resume Example

Resume Score: 80%

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