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Click here or scroll down to respond to this candidateCandidate's Name
Street Address Rochester Avenue, Apt. #1D
Brooklyn New York Street Address
Phone: PHONE NUMBER AVAILABLE Email: EMAIL AVAILABLE
Customer Service Professional
Summary of Qualifications:
More than 20 years successful experience in customer service and support with recognized strengths in
account maintenance, problem-solving and trouble-shooting, sales staff support, planning/implementing
proactive procedures and systems to prevent problems.
Promoted twice with prior company for leadership and the ability to handle multiple tasks.
Proficiency operating Microsoft Office, Avaya Systems, NICE systems and computer programs.
Ability to train, motivates, and supervises customer service employees.
A team player, acknowledged as Total Quality Customer Service Professional.
Professional Experience
First Transit, Long Island City, New York
Quality Assurance Agent 2007
to 2013
Measured and gauged all activities of call center employees.
Listen to and resolve customer complaints regarding services or personnel.
Monitored phone calls to ensure call center employees are in compliance with the rules and
regulations of the company.
Provide staff with assistance in performing difficult or complicated duties.
Quickly and effectively solve customer challenges.
Maintain quality control satisfaction records, constantly seeking new ways to improve customer
service.
Lead Reservation Agent 2003
to 2007
Assisted distressed customers who could not be assisted by regular call center agents.
Entered both customer requests and the completion information of those requests into an order
processing system with minimal errors.
Reservation Agent 2000
to 2003
Plan routes, itineraries, accommodation details, and compute fares and fees, using schedules, rate
books, and computers.
Make and confirm reservations for transportation and accommodations, using telephones and
computers.
Inform clients of essential travel information, such as travel times, transportation connections, and
medical requirements.
Determine whether space is available on travel dates requested by customers, assigning requested
spaces when available.
Additional Experience
Collector, Cardholder Management Services, Long Island, NY 1999-2000
Passenger Service Representative, American Airlines, JFK Kennedy Airport, 1995-1999
Customer Service Representative, New York City Dept of Ed., Long Island City, NY 1990- 1994
Education
Mansfield Business School, El Paso Texas, Word Processing Concept
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