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Candidate's Name
Atlanta, GA Street Address
EMAIL AVAILABLEPHONE NUMBER AVAILABLEProvides excellent customer service skills over the course of 15 years to include delivering high quality service to both internal and external customers. Consistently applies critical thinking to resolve problems. Strong ability to assist management with escalations and complex problem solving. EXPERIENCENOVEMBER 2022- MARCH 2023CUSTOMER EXPERIENCE REPRESENTIVE; MARTA  ATLANTA, GA Communicated with Marta patrons via email, telephone, and in person to address document. Resolve and follow up on complaints, concerns, requests, suggestions, and commendations. Conducted in-depth investigations on recurring transportation and maintenance issues. Monitored, reviewed and analyzed customer concerned trends. OCTOBER 2010- MAY 2015CSR 3/TRAINER; KASIER PERMANENTE - ATLANTA, GA Provided daily leadership to ensure productivity, quality and service goals were met. Ensured adherence to business practices and policies. Aided in projecting call volumes to ensure appropriate staffing levels. Served as primary liaison for the assigned contact center. FEBUARY 2008- JUNE 2010HR SERVICE ADVISOR; HOME DEPOT- ATLANTA, GA Assisted with implementation of new hire orientation. Processed new employee medical, dental, vision and life insurance benefit packages. Tracked and maintained reports of associate vacation time. Conducted exit interviews for terminated and retiring associates. JANUARY 2001- APRIL 2004QUALITY ASSURANCE SPECIALIST; SUNTRUST BANK - ATLANTA, GA Evaluated calls for accuracy and delivered developmental feedback and coaching to agents Monitored, tracked and updated reports for schedule adherence. Assisted with escalated calls to ensure relationship opportunities were identified and properly managed. Routinely performed maintenance and account inquiries. JANUARY 1997-DECEMBER 1997THE COCA-COLA FOUNTAIN DIVISION; CUSTOMER SERVICE ASSOCIATE  ATLANTA, GA Answered and dispositioned over 100 inbound service calls daily. Placed and managed the life cycle of work orders for high end clients. Maintained a high level of professionalism under pressure. 2EDUCATIONMAY 1993-AUGUST 1995Fort Valley State University; Fort Valley, GASKILLS Mainframe EPIC Insurance Verification CRM HIPPA Trained Patient registration/care