CUSTOMER SERVICE REPRESENTATIVE Summary Recognized able promote exceptional results productivity team individuals. Six years experience within Contact Center Operations, supervised teams 20 100 employees. Extensive experience within Contact Center Operations environment, including daily communications levels leadership supervisor, management. Recognized ability multitask excel task assigned, analytical organizational skills. Skills Microsoft Office Verint Siebel RTA Avaya Operating Systems Vista Windows 7 Windows 8 Windows 10 Experience 08/2015 Current Customer Service Representative Company Name － City State Handled large call volume able multi task provide accurate information consumers maintaining high level quality service. Keep records customer interactions transactions, recording details inquiries, complaints, comments, well actions taken. Confer customers telephone person provide information products services, take enter orders, cancel accounts, obtain details complaints. Refer unresolved customer grievances designated departments investigation. Complete contract forms, prepare change address records, issue service discontinuance orders, using computers. 09/2014 07/2015 Customer Service Supervisor Company Name － City State Provides supervision leadership team 20 60 customer service representatives various communication channels within operations (telephone, e- mail, written correspondence, web-chat). Met contract specific goals/objectives required Extensive experience Healthcare Marketplace Supervise, develop, coach CSRs assure productivity, quality, attendance, timeliness work completion assigned projects departmental goals Maintain daily reports regarding adherence, service level, staffed hours assure CSR's team meeting contract department goals Assume leadership responsibility floor management (including agent placement), department tasks, contact center incentives Work closely team CSR's, supervisors, customer service managers, senior site managers within operational areas contact center Complete deliver employee performance appraisals monthly yearly basis corrective actions needed Interviewed hired qualified candidates CCO customer service representative well performed substantial portion recruitment new hire employees (including advertising job fairs) General Dynamics Information Technology. 10/2013 09/2014 Customer Service Representative Company Name － City State Handled large call volume able multi task provide accurate information consumers maintaining high level quality service. Keep records customer interactions transactions, recording details inquiries, complaints, comments, well actions taken. Confer customers telephone person provide information products services, take enter orders, cancel accounts, obtain details complaints. Refer unresolved customer grievances designated departments investigation. Complete contract forms, prepare change address records, issue service discontinuance orders, using computers. 06/2011 10/2013 Customer Service Representative Company Name Handled 100 calls day able multi task provide accurate information consumers maintaining high level quality service. Keep records customer interactions transactions, recording details inquiries, complaints, comments, well actions taken. Confer customers telephone person provide information products services, take enter orders, cancel accounts, obtain details complaints. Practiced Conflict Resolution, refer unresolved customer grievances designated departments investigation. Complete contract forms, prepare change address records, issue service discontinuance orders, using computers. Education Training 2013 Associate Science Psychology Eastern Kentucky University － City State Skills administrative, advertising, Avaya, budget, coach, Conflict Resolution, Prepare contracts, clients, customer service, dispatching, e- mail, forms, Information Technology, Inspect, ISO 9001, leadership, materials, Microsoft Office, Operating Systems, developer, performance appraisals, personnel, progress, quality, quality control, recording, recruitment, safety codes, Siebel, supervisory, supervision, telephone, Time Management, Vista, written