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Cory Ward

Administration & Customer Service Professional

Summary

Highly efficient customer service professional with experience in a wide range of administrative functions, staff management, and operational oversight to ensure exemplary customer service.

  • Direct wide range of office procedures including administration, bookkeeping, customer service, scheduling, event planning, and special projects.
  • Exceptional interpersonal and leadership skills, with the ability to build positive and productive office teams.
  • Leverage outstanding organizational and analytical skills to evaluate and revise administrative processes and improve accuracy and efficiency.
  • Outstanding communication skills to build rapport with clients and employees at lateral and executive levels.
  • Well organized, prompt and can work without direct supervision. 

Work experience

June 2016Present

Customer Service Representative

Consumer Attorney Marketing Group

Answer inbound calls from an auto-dialer system and make outbound calls. Address client inquiries, provide lawsuit information and facilitate courier pick up of signed legal documents. Interface with employees across multiple departments, ensuring efficient completion of special projects. Deliver effective, hands-on training to new employees and motivate existing staff to achieve top-notch performance. 

Key Achievements:

  • Implemented efficient techniques in order to perform at double the production expectancy.
  • Formally commended by senior management for exceptional ability to build rapport and remain poised under high pressure situations. 
2013-12August 2015

Cancellation Department Manager

Vantage Acceptance Inc.

Respond to communication from dissatisfied customers by learning about the situations causing their dissatisfaction, analyzing the facts, and developing unique plans to retain each customer.

Follow up with customers to assure satisfaction, respond to queries, solicit further sales, and solve or refer problems.

● Prepare detailed reports on cancellation prevention successes. 

● Provide a liaison between debt settlement negotiators and debtors.

● Educate clients on their FDCPA rights.

● Answer consistently high volumes of inbound phone calls in a high pressure, fast paced environment. 

● Maintain multiple CRM databases by logging all customer interaction.

● Ensure customer retention by making outbound phone calls to existing clients to update them on account progress. 

Key Achievements:

  • Successfully interacted with clients to generate repeat and referral business.
  • Consistently commended by senior management for maintaining an outstanding record of accuracy, efficiency, and professionalism.
2012-112013-12

Sales Administrative Assistant

Online Trading Academy

2010-072011-12

Cold Calling Appointment Setter

RJM Real Invest - Valencia, CA

● Initiated cold and warm outbound telesales calls to obtain new business from prospects.

● Promptly responded to customer requests for information by phone.

● Offered and successfully up-sold additional services based on customer needs.

● Record each sale in personal log and submit to management bi-weekly to ensure consistency.

2009-03June 2010

Ride Operator

Six Flags Magic Mountain - Valencia, CA

● Ability to apply quick thinking and problem solving skills to ensure customer satisfaction.

● Provide guests with information on what to do during emergency situations.

● Keep track of passengers per hour at each attraction by recording numbers to a log from each turnstile and promptly reporting them by phone to administration every hour.

Education

2005-082008-06

High School Diploma

Quartz Hill High School

Online Course

Skills

Skills

● Critical Thinking

● Adaptability

● Handling Pressure

● Problem Solving

● Strong Work Ethic

● Leadership

● Creativity

● Collaboration

References 

Available upon request.