Sep 2009 - Oct 2014
Customer Service Agent
- Effectively managed a high-volume of inbound and outbound customer calls.
- Accurately documented, researched and resolved customer service issues.
- Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment.
Jan 2003 - Jul 2009
- Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
- Trained staff on operating procedures and company services.
- Responsible for maintaining and updating employee records using Excel.
- Presented in company meetings status updates and recommendations for improvements.
Sep 1994 - Jun 2000
High School Diploma
Duluth East High School
- Articulate and well-spoken
- Maintains confidentiality
- Accurate and detailed
- Consistently commended by superiors for resolving volatile customer situations quickly and courteously.
- Recipient of "Customer Service Agent of the year" award in 2013.
- Recipient of "Employee of the year" award in 2007.