xxx-xxx-xxxx yyyyyy x. yyyyyy
0000 xxxxxx xxxx , xxxx , xxxxx 00000
yyyyyy x. yyyyyy
productive, motivated customer service professional eager to contribute dynamic client servicing and interpersonal relation skills toward actively supporting a progressive organization.
ø offer 10+ years experience in customer service, with comprehensive background in project and relationship management.
ø proactive leader who successfully trains/develops, mentors and leads top-performing teams committed to providing superior service.
ø exceptional ability to evaluate industry trends and use findings toward executing innovative strategies.
ø dynamic communication, presentation, relationship building and problem-solving abilities.
ø proficient in microsoft office suite (excel, access, powerpoint, word, outlook), windows, civ, hogan, axcis, mars, irw, ach database and nortel phone applications.
ø consistently maintained above average sales and quality assurance requirements, with an average sales percentage 5% over goal and average quality assurance score 12% over goal.
ø specifically chosen by management out of over 300 employees to represent the center on a resolution panel for the release and implementation of a new systems application.
ø oversaw all aspects of the team pilot program for new software and participated in weekly conference calls to provide suggestions and feedback to boost productivity and efficiency.
ø recognized by customers and management for outstanding customer relations.
bachelor's degree in geography, minor in economics - texas tech university, 2007
my customer training & annual ethics and diversity training - wells fargo
wells fargo - lubbock, tx 2001-present
phone banker ii / assistant team leader (2002-present)
promoted to contribute dynamic leadership skills in supporting phone bankers resolve complaints on complex products and/or services.
steer diverse activities including staffing, training and performance evaluation of new team members.
maintain full accountability for building and establishing key relationships with premier account holders ($250k+ balance).
conduct comprehensive review and analysis of daily sales reports and report trends to management.
phone banker i (2001-2002)
applied industry expertise and strong communication skills toward acting as first point of contact in responding to 100+ daily customer inquiries, troubleshooting problems and delivering service education.
surpassed aggressive sales goals regularly by proactively profiling customer accounts and recommending additional appropriate products and/or services.
exhibited solid organizational and multitasking abilities in handling customer requests including: transfers, payments, fraudulent claims, account closings, loan collateral research, account updates and orders.
deluxe corporation - irving, tx 1996-1998
proficiently managed a multi-line switchboard system, resolved customer complaints, drafted office memorandums and prepared ad-hoc reports for management.
significantly improved customer service by developing and implementing a new customer survey, soliciting feedback to quickly resolve complaints and ensuring top-quality service and satisfaction.
office clerk / receptionist, medical surgical clinic of irving - irving, tx; 1993-1996
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