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Audio File Introduction:


Years Experience: 11

Degree: Bachelor

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

SupportShift, Inc

Customer Service Manager


* Order management

* Right plan verification

* Queue management

*Agent staffing

* 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 – July 2012

Convergys Sprint Account

Customer Service Representative

Escalations Supervisor


*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 customer’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 customer’s complains are handled
and resolved.

*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
managers’ requests concerning cashier and financial issues.

*Scheduling cashiers for the week. En-cashing employees’ checks.

The Gap


*Greeting customers and ensuring high quality assistance.

*Assisting customers with their needs ensuring sales are made.

*Organizing stocks on the floor.

(To learn more, point to text below) $21 Hourly
$15 Hourly
Plus Bonus
No Set Up or Hidden FeesWe provide a business development solution without hurdles.
No Long-Term CommitmentWe have created a �pay-as-you-go� program, renew because you want to continue!
Guarantee If you are not fully satisfied, we will refund unused hours.
DatabaseOur Database includes 19 Million US & 1.4 Million Canadian Businesses -
Call Guide Development AssistanceWe believe �less is more� during the first call. Please send us your Script/Call Guide and we will provide our feedback.
HourlyChoose between our pricing options, either $14 per hour or $9 plus $20 per every qualified appointment. $21 $15
Bonus (per qualified appointment)Qualified Appointments will be decided by our clients, the standard: any appointment which happens at the specified time, with decision make to discuss products/services of our client. - $20
Prepayment (40 hours) Varies on the program you choose, please read Guarantee above, refund available for unused prepayment if not satisfied. Weekly Weekly
1-h SEO ConsultationIdea2Result is ranked #1 for all Appointment Setting related keywords. Adam Fridman, Founder of Idea2Result, will review your site and provide a no charge 1 hour consultation to offer suggestions to improve your website organically. -
Total $840 $600
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