Customer Service Representative

W O R K E X P E R I E N C E••••• Business Consultant, TriBecFrom Home - Monmouth, MaineMarch, ••••• to Present
. Designing and producing business cards, brochures and advertising clips. . Typing reports, creating data bases, and general clerical work. . Inventory Control. Accounting and Book Keeping

Business Consultant, K&H FencingFrom Home - Monmouth, MaineFebruary, ••••• to Present
. Designing and producing business cards, brochures and advertising clips••••• Typing reports, creating data bases, and general clerical work. . Handle all accounting and book keeping••••• Inventory Control

Supervisor, Quality Assurance, Customer Service Representative, EnvisionetAugusta, Winthrop, MaineMay, ••••• to October, •••••
Responded to inbound service calls in a fast-paced, high-volume call center. Provided both Technical Support and Customer Service for several large companies including Microsoft, Dell, and Prodigy Internet. Communicated with customers daily. Successfully pacified hostile or antagonistic callers and negotiated a mutually agreeable solution by patiently providing alternatives to reconcile the customers needs with the companys objectives. Highly trained and skilled in processing personal and confidential information. Researched accounts, answered questions, worked with new customers, researched new and followed up on existing disputes and problems, researched requests, checked availability, and if necessary, recommended alternative products. Committed to the assistance and support of others while maintaining a cheerful and helpful attitude. Communicated information clearly and accurately. Excellent public relations and customer contact ability. Solved customer problems and assured satisfaction. Handled large call volume while maintaining accuracy, efficiency, and a positive friendly attitude. Handled returns and exchanges of defective products for customers. Demonstrated skill in providing excellent customer service••••• Appointed Team Lead in Jan. of •••••, I then supervised a team of ••••• representatives. Provided Quality Assurance monitoring, evaluations and maintained all required paperwork. . Part of the start up team for a new contract where I was in charge of seating and training new employees, tracking breaks and attendance, monitored call times and provided any assistance that was needed to the representatives. . Supervised a team that was making outbound calls and offering a sales pitch to prospect customers. I gathered all information at the end of the day and reported it to the CEO of the contracted company. . Several years experience in escalation calls. I worked on MSN Hots returning calls that had been referred to the main office in Washington. This required me to speak with extremely irate callers. . Worked on Prodigy Technical Support Contract taking escalation calls. This required me to fix the Internet connection problems for the customer. These calls were referred to me because the Technician that received the call was unable to locate the issue. This also required me to speak with irate callers. . Member of the COPC Team, in charge of implementing a Quality Assurance Team and evaluate the current operations of the company to determine whether we met the correct standards that were required for COPC Certification. I worked with the CEO of Envisionet and several administrative titles while on this team••••• Voted #1 team player, three consecutive quarters.

Receptionist, Department of Maternal and Child HealthAugusta, MaineJune, ••••• to September, •••••
. Answered phones and preformed basic secretary duties. Photo copying, note taking, directing mail to correct employee.

Assistant Manager, HR, Advertising, The RiverbendFarmington, MaineJanuary, ••••• to December, •••••
Hired, trained, and supervised kitchen staff. Interviewed and evaluated job applicants. Modified time lines and work schedules according to company needs. Increased the effectiveness and professionalism in each position held. Responsible for assessing staff adherence to policy standards. Responsible for profit attainment, maintained books and financial statements••••• Also provided general duties including ordering and maintaining supplies, answering phones, taking orders, receiving directions, cashier and waitress ••••• charge of all advertising and marketing.

Cashier, Winthrop House of PizzaWinthrop, MaineMay, ••••• to January, •••••
Calmly and effectively handled crisis situations. Consistently recognized for excellent interpersonal skills, and strong ability to work under pressure. Worked effectively under limited supervision and in a cohesive team environment. Competent in all kitchen operations. Cleaned and closed kitchen nightly. Cooked items from short order menu. Coordinated food preparation timing to coincide with other areas of the kitchen. Handled cash flow and revenues, and prepared change fund, dealt with the public, achieved excellent customer service relations on daily basis••••• General responsibilities including answering phones, taking customers orders, receiving directions to customers homes, cashier and waitress duties.
••••• E D U C A T I O N••••• Early Childhood Education Certificate. Retail and Marketing Certificate. Accounting. High HonorsVocationalJune, ••••• High School Diploma received. High Honors junior and senior •••••hrop High School June, ••••• I am currently working towards a Bachelors Degree in Business •••••ses Completed:Business MathematicsCollege WritingPrinciples of SupervisionPrinciples of Accounting IIntroduction to Computer ApplicationsSpreadsheetsBusiness LawTotal Quality AssuranceG.P.A. •••••Presidents Honors two years in a •••••Presently enrolled A F F I L I A T I O N S•••••
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6/••••• - 5/••••• COPC Secretary •••••S K I L L S

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