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Work experience

Sep 2009Oct 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 2003Jul 2009

Quality Control

  • 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 1994Jun 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.