Energetic and results-driven professional with more than a decade of experience in clerical and customer service arena. Successful track record of conferring with customers by telephone (outbound and inbound), email, chat and in-person to provide them with information regarding products or services. Expert in taking and entering orders, creating/canceling accounts, and coordinating services with company departments or outside contractors. Familiar with principles and processes of customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction with focus on retention.
Typing 55 WPM
Confidential Customer Service (with Patience, Poise and Tact)
Simultaneous Multiple Program Functioning/ Multiple Screen Functioning
Attention to Detail
Problem Analysis-Problem Solving
Adaptability -Ability to Work Under Pressure
Proficient with CRM/ Interaction Reporting
Consistent High ProductionResults-oriented
Excel in all Managerial Procedures with dignity and grace to customers
Reports generation and analysis
Training and development
04/1986 to 11/2015
Vice President of OperationsJohn Howard Motors － Pittsburgh, PA
Reviewed the work of 32 auto mechanics. Ordered accurate amounts of parts and supplies to maintain necessary inventory. Created executive analysis reports highlighting business issues, potential risks and profit opportunities. Developed and implemented efficient accounting, financial and operational systems. Properly managed retirement and liability funds and prepared monthly, quarterly and annual reports on their statuses. Negotiated and reviewed business contracts and financial models with profitability and financial success in mind. Led the modeling, planning and execution of all financial processes. Employed advanced deal analysis, including hands-on negotiations with potential investors. Secured loans for high level management spending purposes.
Managed a $Multi Million LHired and trained all sales staff for new store location. Monitored customer preferences to determine focus of sales efforts. Generated monthly and annual sales reports. Resolved customer complaints by exchanging merchandise, refunding money and adjusting bills. ed sales calls with team members to establish sales and customer retention goals. sales portfolio.
11/1992 to 08/1999
Front and Back Medical Office Assistant ManagerMedical UPMC － Pittsburgh, paCharted and recorded information in client files. Tracked client movement on and off the unit by documenting times and destinations of clients. Checked facility for open windows, locked doors, malfunctioning smoke detectors and other safety hazards. Quickly responded to crisis situations when severe mental health and behavioral issues arose. Obtained information by contacting appropriate personnel or patients. Scanned incoming documentation. Pulled patient charts for upcoming appointments. Typed medical orders for procedures and laboratory tests.
05/2004 to 08/2008
Call Center Representative Technical and Floor supervisorAmerica online email － Jacksonville, FLCollected customer feedback and made process changes to exceed customer satisfaction goals. Made reasonable procedure exceptions to accommodate unusual customer requests. Provided accurate and appropriate information in response to customer inquiries. Demonstrated mastery of customer service call script within specified timeframes. Addressed customer service inquiries in a timely and accurate fashion. Maintained up-to-date records at all times. Developed effective relationships with all call center departments through clear communication. Ran reports and supplied data to fulfill customer report requirements. Formulated and enforced Service Center policies, procedures and quality assurance measures.
02/1986 to 09/1992
Customer Service/Retention Representative, Team Lead/TrainerAmerican Airlines － Raleigh, NC
Provided onsite training. Monitored multiple databases to keep track of all company inventory. Ensured the completion of all required aircraft forms, logs and reports. Directed and assisted passengers in emergency procedures. Prepared passengers and aircraft for landing, following procedures. Provided for the safety and comfort of passengers and satisfied their needs and requests, within the limits of sound operational procedures. Relayed departure, arrival, delay, aircraft and airfield status to upline controlling agencies. Responded to and reported in-flight emergencies and malfunctions. Created and booked to many calls to count reservations. Outbound Background Verifier.Checked baggage and collected baggage charges. Processed reservations, coordinated stand-bys and monitored cabin availability. Issued travel and hotel vouchers for passengers on overbooked and canceled flights. Responded politely to passenger complaints regarding ticketing and baggage handling.
Attention to Detail, CRM, Customer Service, MS Office, Internet Research, Problem Analysis, Problem Solving, Reporting, Sales, Scheduling, Typing 55 WPM
Education and Training
Associate of Science: Business and Front and Back Office MedicalPenn Commercial － Washington, Pa, usaTop 3[Number] GPA 4.0 % of class Coursework in International Business, Finance and Accounting Coursework in Public Relations