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QS1 - Customer Support Agent Resume Example

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Tjetanne K. Acstryl
XXX XXXXXXXX XXXXX, Spartanburg, SC 29301 | (H) XXXXXXXXXXXX | XXXXXXXXXXXXXXXXXXXXX
Professional Summary
I have over 15 years of Call Center Management Support experience and am able to decipher data regarding wait times, answer rates, and callbacks. I am able to prioritize and lead multiple teams while coordinating with other departments and decipher data realted to those processes.

I bring to the table a high level of energy and the desire to produce results to immediately and effectively show achievement and sustainability.

I have a sincere desire to see QS/1 remain in business and profitable for many years to come. That can happen, with some changes, and I bring to the table some ideas that we can use to bring that to fruition.

I look forward to the opportunity to discuss this with you in person. Thank you for your consideration.

Jannette K. Crystal


Skills
  •  Excellent knowledge of all customer support related activities.
  • An excellent communicator with good interpersonal skills and the ability to make sound and timely decisions.

  • Working knowledge of all company products and able to use the phone, CRM and other systems.

  • Experience producing KPI standards, monitoring staff to ensure compliance, changing and or redirecting resources to accomplish desired outcome.

  • Experience managing other processes related to call center teams such as training, hiring, coaching, counseling and terminations. Shift changes and other sound and timely decisions when needed.
  • Strong management skills and abilty to lead multiple teams and monitor work.
Experience
Customer Support Agent, 1 12/2010 to Current
QS/1 Spartanburg, SC
Providing technical support to customers in relation to use, function and trouble shooting of all peripheral pharmacy management systems and answering inbound questions on function and use of software products via telephone and/or internet.

Marketing Associate 04/2009 to 04/2010
Level One, Inc. Greer, SC
Initiating sales by answering questions of prospective tenants and providing appropriate additional information regarding apartment communities, amenities, and
specific apartment homes via email.
Contractor 01/2003 to 01/2004
Self Employed/APCC Services, Inc. Fairfax, VA
Cost effective operation and overall sales initiatives with event planning and onsite management for annual tradeshow including exhibit sales and management related thereto. Full revenue responsibility for bi-monthly magazine sales.
Client Services Manager 01/2003 to 01/2004
APCC Services, Inc. Fairfax, VA

Exceeded established goals for service levels while maintaining critical client relationships through negotiations and finesse and performing periodic and qualitative and quantitative assessments of program effectiveness through evaluation of survey data. Provide data related to dial around collect ion and web management. 

Research/Customer Support Manager 08/2002 to 01/2003
Global Securities Information, Inc. (GSI) Washington, DC
Manage inbound Call Center team to ensure timely and successful completion of call resolution in matters pertaining to attorneys, global companies, and individuals seeking out Securities and Exchange Commission initiatives and documents, while training and coaching team to ensure success. Responsible for legal written documentation. Reporting to Director of Operations.

Customer Support Manager 02/2000 to 06/2002
CareerBuilder, Inc. Reston , VA
Manage multi-site Call Center operation s (LA & VA). Provide call center operational support within service level matrix and budget for all CareerBuilder products (internet/phone/web). Work on interdisciplinary teams to ensure compliance with and changes to call center operations to provide support. Purchase and maintenance of hundred-thousand-dollar equipment and reporting to VP operations of overall goals and initiatives and establishing teams to fulfill workflow initiatives.
Customer Service Supervisor 05/1999 to 02/2000
Sprint PCS Herndon, VA
A supervisor in a large National Test Center (over 250+ employees). My team was the beta test group in support of all aspects of new technical and complex products including coaching, training and development of staff, interdisciplinary team and reporting.
Customer Service Supervisor 02/1997 to 05/1999
Atcall, Inc. Fairfax, VA
A lead Supervisor in a call center focused on prepaid calling cards and related support for local and international dialing. Providing platform support and discretionary credits. Writing and ensuring all external data and communications were in line with corporate goals. Overall management of other supervisors and support staff.  Reporting to VP of Operations.
Review and Recovery Supervisor 04/1996 to 02/1997
APWU (American Postal Workers Union) Glen Burnie, MD
Supervisor of a team dedicated to ensuring monies paid erroneously, but in good faith, were recovered while providing written responses and supporting documentation of legal basis for such. Coordinating corporate objectives and team support for other departments in support of initiatives and fiduciary responsibility. Responding to grievances and other employee union-related matters as a member of the management team. 
Customer Support Supervisor 01/1983 to 03/1996
CAC (Claims Administration Corporation) Rockville, MD
Supervisor in a large Call Center dedicated to one of many federal employees health benefits programs offering Health / Dental insurance for the Mail Handlers Benefit Program. Direct responsibility for written correspondence to the Office of Personnel Management, State Insurance Agencies and others of intent and limitation of plan benefits. Review and recovery of monies, and on-site representation of plan at Health Plan seminars, military bases, postal facilities and other locations. Employee training, counseling, and activities related thereto.
Education
Theology Jun 2002 Washington Baptist Theological Seminary - Washington , DC
Business Administration Jun 1981 Strayer College - Washington , DC
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Resume Details

This is a real resume for a Customer Support Agent in Spartanburg, South Carolina with experience working for such companies as Qs1, Level One Inc, Self Employedapcc Services Inc. This is one of the hundreds of Customer Support Agent resumes available on our site for free. Use these resumes as templates to get help creating the best Customer Support Agent resume.

Previous Companies:

  • QS1
  • Level One Inc
  • Self EmployedAPCC Services Inc

Previous Job Positions:

  • Customer Support Agent
  • Marketing Associate
  • Contractor
  • Client Services Manager
  • Research

Schools:

  • Washington Baptist Theological Seminary
  • Strayer College

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