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Work experience

May 2006Present

Customer Care

Reliant Energy

�Interact with customers who are typically more difficult to satisfy since their issues may not have been resolved prior to referral to this group.

�Diffuse customer frustrations and establish a trusting relationship that creates confidence that the customer issues will be promptly resolved. (Customer save skills).

�Perform research/analysis of accounts to determine the origin of the customer’s issues.

�Resolve escalated customer issues utilizing job knowledge and/or internal/external contacts in a timely manner.

�Apply the Company’s credit policies, practices, and procedures relative to analysis of out of protocol scenarios, credit extensions, and customer financial profiles.

�Engage in sales and service transactions.

�Demonstrate customer service abilities to handle difficult customers.

�Strong analytical skills and desire to research problems to seek resolution.

�Proficient in verbal and communication skills including excellent listening skills.

�Excellent problem solving skills and ability to use good judgment to make decisions.

�Collect outstanding balances.

�Assist customers with setting up and managing online accounts.

�Reset and retrieve usernames and passwords for customers with online accts.

Apr 2005Jan 2006

Shift Manager

Beauty First

�Responsible for opening, operation, and closing of the store and for daily banking and reporting procedures.

�Accurately handle store assets, including merchandise.

�Keeps interior of the store clean and organized.

�Functions as Manager on Duty when assigned.

Sep 2004Apr 2005

Shift Manager

Beauty Brands

�Train and develop the Customer Service Specialists.

�Assisting the manager in managing the store’s capital resources.

�Assisting the manager in managing the store’s human resources by participating in the selection, training, and counseling of the store team.

�Functions as Manager on Duty when assigned.

�Responsible for opening and closure of the store and for daily banking and reporting procedures.

�Ensures that all current Beauty Brands operational and administrative procedures and guidelines are followed.

�Participates in cycle and physical inventories.


Aug 2002Dec 2003


San Jacinto College
Aug 1998May 2002

High School Diploma

E.L Furr High School


Utilize my current skills to secure an applicable position within a strong company and apply my knowledge, talents, and skills to contribute to the success of the company.


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