Need Work
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Objective
I am a young persevering black woman and my plan in life is to become a federal prosecutor, so to execute that plan I am interested in career opportunities that will better my Social and Customer relation skills in a fast paced and challenging office setting. Authorized to work in the US for any employer.
Education
BA CRIMAINAL JUSTICE | Keiser University
OCTOBER 2018 � PRESENT
High School Diploma | Lincoln High School
AUGUST 2011 � MAY 2015
Experience
CSR | 24-7Intouch Tampa
NOVEMBER 2018 � PRESENT
� Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution
� Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution
� Build sustainable relationships of trust through open and interactive communication
� Place or cancel orders
� Assist with placement of orders, refunds, or exchanges
� Follow communication procedures, guidelines and policies
Customer Care Supervisor/Administrative Supervisor | Conduent Commercials Solutions LLC
SEPTEMBER 2016 � MAY 2017
� Successfully managed, coached, and trained a team of 20 CSRs and 100+ indirect reports.
� Provided accurate, specific, and real time performance feedback to all CSRs. Identified individual development needs and focused on them in weekly coaching�s with each team member.
� Manage, process, and review timesheets, payroll, and daily attendance of call center employees.
� Utilized workforce management tools to ensure schedule adherence of staff for daily phone coverage increasing bill to pay month over month by 10%.
� Reviewed individual production, work quality, performance management and initiating corrective action as needed. Investigated and resolved customer escalations in an empathetic manner.
Portal Sweeper (Quality Control Department) | Sales Verification Company
JUNE 2017 � JUNE 2018
� Portal sweeper/data analysis and call monitor, call corrections, quality control reports( several daily), account manager(closing), assistant call supervisor, data specialist
Skills
� Time Management
� Ability to Work Under Pressure
� Communication
� Quick Book Knowledge
� Self- Motivation
� Active Listener
� Dependability
� Fully equipped in Microsoft
Activities
Volunteer Library Assistant | Leroy Collins Main Library
2013-2014
� Basic office responsibilities, and customer service duties: answers questions informing customers answering phones, basic cleaning and sorting and shelving books.
Volunteer Office Assistant and Project Manager | Keep Pinellas Beautiful
JUNE 2015-AUGUST 2015
� Responsibilities DIGITAL Projects such as power PowerPoint presentations, brochures, and website designing. Also, day to day office duties such as filling, answering phones, and data entry
� Accomplishments Power presentation for Annual Awards Luncheon and 2015 adoption brochure.
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Objective
I am a young persevering black woman and my plan in life is to become a federal prosecutor, so to execute that plan I am interested in career opportunities that will better my Social and Customer relation skills in a fast paced and challenging office setting. Authorized to work in the US for any employer.
Education
BA CRIMAINAL JUSTICE | Keiser University
OCTOBER 2018 � PRESENT
High School Diploma | Lincoln High School
AUGUST 2011 � MAY 2015
Experience
CSR | 24-7Intouch Tampa
NOVEMBER 2018 � PRESENT
� Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution
� Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution
� Build sustainable relationships of trust through open and interactive communication
� Place or cancel orders
� Assist with placement of orders, refunds, or exchanges
� Follow communication procedures, guidelines and policies
Customer Care Supervisor/Administrative Supervisor | Conduent Commercials Solutions LLC
SEPTEMBER 2016 � MAY 2017
� Successfully managed, coached, and trained a team of 20 CSRs and 100+ indirect reports.
� Provided accurate, specific, and real time performance feedback to all CSRs. Identified individual development needs and focused on them in weekly coaching�s with each team member.
� Manage, process, and review timesheets, payroll, and daily attendance of call center employees.
� Utilized workforce management tools to ensure schedule adherence of staff for daily phone coverage increasing bill to pay month over month by 10%.
� Reviewed individual production, work quality, performance management and initiating corrective action as needed. Investigated and resolved customer escalations in an empathetic manner.
Portal Sweeper (Quality Control Department) | Sales Verification Company
JUNE 2017 � JUNE 2018
� Portal sweeper/data analysis and call monitor, call corrections, quality control reports( several daily), account manager(closing), assistant call supervisor, data specialist
Skills
� Time Management
� Ability to Work Under Pressure
� Communication
� Quick Book Knowledge
� Self- Motivation
� Active Listener
� Dependability
� Fully equipped in Microsoft
Activities
Volunteer Library Assistant | Leroy Collins Main Library
2013-2014
� Basic office responsibilities, and customer service duties: answers questions informing customers answering phones, basic cleaning and sorting and shelving books.
Volunteer Office Assistant and Project Manager | Keep Pinellas Beautiful
JUNE 2015-AUGUST 2015
� Responsibilities DIGITAL Projects such as power PowerPoint presentations, brochures, and website designing. Also, day to day office duties such as filling, answering phones, and data entry
� Accomplishments Power presentation for Annual Awards Luncheon and 2015 adoption brochure.