Audio File Introduction:Leah
Years Experience: 11
Previous Campaigns: Sales Agent ; Customer Service Manager ; Supervisor/ Floor Walker; Customer Service; Front Desk Manager
LED Agent: No
Bachelor of Science in Nursing
Graduated March 2005
August 2011 – Present
Customer Service Manager
* Order management
* Right plan verification
* Queue management
* The bottom line of my job is to provide exceptional customer service to customers over the phone
while pushing my agents and my team to exceed performance goals and metrics.
Nov. 12, 2007 â€“ July 2012
Convergys Sprint Account
Customer Service Representative
*Answered inbound calls in support of customer needs
*Conveyed in a reassuring manner and step-by-step instructions to resolve multiple issues.
*Performed queries in multiple databases.
*Answered an average of sixty customer calls in a day through the call center queue
*Managing customerâ€™s account
*Worked as customer finance and care representative to ensure customers are given assistance in
bringing their spending limit and/or pass due account current.
Offline Support/Floor Walker
*Assisted Team JPaul for three months
*Coached agents from the team
*Listened to their calls and determined root cause for none IR, DCDF done everyday for each team
member, assisted and took supervisory and RC calls
*Acted as a Mini Team Leader for the three months.
Pergament Home Center
Front Desk Manager
*Worked as a customer service representative for one year. Assisting customers with their returns and
exchanges, rebates, discounts and credit card applications. Ensuring customerâ€™s complains are handled
*For three years worked as a front desk manager for the same company. Managing cashiers and their
sales for the day. Financial papers are readied for next day pick up by bank. Act in response to all
managersâ€™ requests concerning cashier and financial issues.
*Scheduling cashiers for the week. En-cashing employeesâ€™ checks.
*Greeting customers and ensuring high quality assistance.
*Assisting customers with their needs ensuring sales are made.
*Organizing stocks on the floor.