Customer Service Representative Resume Baton Rouge, La - Hire IT People

PROFILE

Results-oriented Sr. Customer Service representative for an International company, which achieved J.D. Powers certification for 8 consecutive years. Over 15 years in management and customer service with proven ability of leadership skills and dedication to effectively telecommute with very minimum and no supervision. Have demonstrated proficiency in multitasking, sales support, coaching and monitoring representatives. Strong analytical, organizational and problem solving skills earning the reputation as the 'go to' person to get the job done. Motivational team builder with excellent communication skills to promote and maintain high morale earning Most Motivated and Most Dedicated awards.

PROFESSIONAL EXPERIENCE

Confidential, BATON ROUGE, LA 2012 Staples is the world's largest office products company with 23 billion in sales to business of all sizes and consumers in 27 countries throughout North and South America, Europe, Asia and Australia.

Sr. Sales Liaison, 2011-2012

Handled calls for agents from Account Managers to exceed high resolution of service.
Implement new processes, systems and procedures which improved customer service satisfaction.
Evaluate performance of representatives and provide guidance and training when required.
Provide customer service for an average of 20-60 calls and emails per day consistently meeting and exceeding call and email handle times.
Completed Proof of Delivery project which provided the process and tools ensuring accuracy in deliveries and credits were properly applied.
Maintain up to date knowledge of products for the company which enabled proper communication with Account Managers and customers.
Communicate with vendors regarding backorder availability, future inventory and special orders.
Provide coaching and served as mentor to other associates which improved and drove high performance results.
Complete follow-ups in a timely manner which reduce call backs, volume and service levels.
Complete side by side observations ensuring quality, handle time and after call work goals were met.
Attend various strategizing and conference calls which ensured the highest level of quality was being provided to our customers.
Supported team managers and internal partners when needed to provide the best resolutions to Account Managers and customers.
Certification of Recognition for 100 Quality.
Certification of Recognition for Most Valuable Associate.

Staples Sr. Customer Service Representative, 2008-2011

Provided customer service for an average of 20-60 calls and emails per day which included problem solving, customer inquiries and providing new product information.
Constructed and provided New Hire Assessments which ensured the best candidates are selected for the company.
Investigated and resolved customer inquiries and complaints in a timely and empathetic manner.
Completed follow ups in a timely manner which reduced call backs, call volume and service levels.
Provided leadership and training to CSRs ensuring uniform and exceptional service.
Constructed and implemented Partner for Success program which enabled reps to partner and share ideas that improved performance results within the company.
Constructed and implemented Delayed Delivery Project which provided timely call back to the customers directly reducing call volumes by 30 .
Evaluated performance of reps through live monitoring/recorded calls and provided guidance and training when required.
Provided Kana Email support responding to customer inquiries and technical troubleshooting daily.
Certification of Recognition of Most Valuable Player.
Certification of Recognition of Everyday Hero.

Other Employment:

Confidential, Swing Manager, Baton Rouge, LA. 2005-2008 Confidential, Assistance Manager, Baton Rouge, LA. 2001-2005

EDUCATION

Associates Degree in Computer Information Systems

TRAINING AND CERTIFICATIONS

Sr. Customer Service Representative training Code of Ethics training Personal Peak Performance training Harassment Prevention training Certification of Recognition, JD Powers 8 years

Technical Skills

Avaya CMS supervisor Microsoft Word, Excel Outlook NICE training Envision Quality Monitoring System AS400 Sunrise System

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Customer Service Representative Resume

Baton Rouge, LA

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