Customer Service Manager/supervisor

; Prepared invoices for billing of clients on a •••••day cycle.
&#•••••; Typed submittal and proposal for upcoming construction jobs for OH, KY, VA and WVa.
&#•••••; Handled all other office functions such as faxing, filing and typing all correspondence.

••••• Mosler Inc. Hamilton, OH
Team Leader
&#•••••; Interpreted and enforced company policies and procedures; created, interpreted and enforced departmental policies and procedures.
&#•••••; Restructured departmental interviewing and hiring process.
&#•••••; Interviewed potential candidatesfor new hire positions within call center.
&#•••••; Interviewed and tested internal candidates applying for departmental positions.
&#•••••; Responsible for initial training and development of new Customer Service Representatives.
&#•••••; Responsible for development of training programs for new Customer Service Representatives and developed on going training programs for Associate, Senior and Lead Customer Service Representatives.
&#•••••; Monitored and assessed CSRs using an AS/••••• computer system with an ACD (Automated Call Distrubutor) data. CSRs were evaluated on telephone etiquette, using proper call handling techniques. Assessments were given to CSRs to show where improvements can be made.
&#•••••; Utilized query retrieval through AS/••••• system to target additional needs of CSRs.
&#•••••; Responsible for scheduling Call Center on a rotating •••••x7 schedule for ••••• CSRs.
&#•••••; Answered, interpreted and redirected and promptly handled incoming calls from financial, commercial and gaming customers along with field personnel and other inter company calls.

••••• Hammacher Schlemmer Fairfield, OH
Customer Service Representative
&#•••••; Took inbound catalog orders; handled customer service issues from customers calling regarding previously ordered or purchased merchandise.
••••• International Verification Services Hamilton, OH
Customer Service Representative
&#•••••; Took inbound customer service calls and requests for troubleshooting childrens toys, recalled baby products, video game accessories, exercise equipment and in-home delivery.
EDUCATION
•••••present Southern Ohio College Cincinnati, OH
&#•••••; currently pursuing an associates degree in Business Management and Computer Sciences.
••••• ••••• Albion College Albion, MI