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CCI - Field Relations Resume Example

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Ecran Neavs
XXXX XX XXXXXXXXXXXX XXX, Fullerton, CA 92831 | (H) XXXXXXXXXXXX | XXXXXXXXXXXXXXXXXXX
Summary

Seasoned Field Relations Specialist with more than 20 years of experience in fast-paced call center environment. Excellent customer service skills and a track record of achieving exceptional results in all aspects of my job performance.

Professional Highlights
  • MS Office Suite - Word, Outlook
  • CRM - Lead Creation database at Zenith
  • Text Queue, Chat Queue
  •  Quality Assurance
  • Working knowledge of call center systems: Oracle, LiveVox, Cisco, Monet, Calabrio, LivePerson, PossibleNow
  • Excellent written and oral communications
  • Customer Service and Time Managment
Experience
Customer Service / Dispatch 04/2016 to Current
Academy Locksmith Anaheim, CA
  • Dispatch locksmiths for both emergency services and scheduled maintenance.
  • Enter information provided by the locksmiths into our database to ensure correct parts are ordered, clients are billed for the correct services.
  • Answering phone calls for locksmith service from the general public, commercial buildings and businesses
  • Provide information to callers, take messages, or transfer calls to appropriate individuals.
  • Create, maintain, and enter information into databases.
  • Complete forms in accordance with company procedures.
  • Schedule and confirm appointments for clients, customers, or supervisors..
  • Provide services to customers, such as order placement or account information.
  • Review work done by others to check for correct spelling and grammar, ensure that company format policies are followed, and recommend revisions.
Field Relations/ Call Center Specialist 12/2007 to 06/2015
C.C.I / Zenith Education Group Santa Ana, California
Promoted to the Field Relations Team in January 2013
   Our duties included:
  • Supporting 120 school across the US and in Canada.
  • Vendor support of 3 location (two domestic one international)
  • Daily monitoring of the Field Relations Inbox for campus issues requiring assistance.
  • Accessing call recordings to review for agent and vendor coaching opportunities on call handling guidelines.
  • Documenting coaching for follow-up.
  • CRM lead management and data entry, campus hour changes and exceptions.
  • Daily reporting on all call center metrics including data entry, CHAT and incidents reported by the campuses.
Call Center Agent Level 3
  • First point of contact with potential students.
  • Accurately capture lead info information and transfer them to the correct campus or set an appointment.
  • Assisted potential students that utilized the CHAT and TEXT options from the company websites.
Customer Service Representative 02/2006 to 03/2007
Ashley Furniture Fullerton, California
  • Scheduled Deliveries and Service Repair Calls  
  • Re-ordered furniture for repair issues 
  • Billed out sales and applied credit as needed
  • Assisted with escalated calls and customer service issues
Call Center Operator / Service Assistant 03/1996 to 02/2006
Pacific Bell/ AT&T/ SBC Communications Anaheim, California
  • Provided directory assistance from a database accessing the white and yellow pages for callers and searched by proximity and type of business.
  • My responsibilities included:
  • Handling escalated calls.
  • Problem solving for both operators and callers.
  • Training of new hires and coaching operators with difficulty meeting requirements.
  • Documenting all agent coaching for follow up by management.
Lead Customer Service Associate 06/1981 to 08/1992
Montgomery Ward Fullerton, CA
As the lead associate in the Apparel departments I was responsible for:
  • Scheduling floor coverage
  • Training new associates -existing associates on new procedures
  • Staging merchandise - unpacking new merchandise
  • Price changes - markdowns
  • Staffing the cashier center and filling in if a cashier called out
  • I also assisted in the opening and closing operations of the store
Education
Jun 1981 Buena Park High School - Buena Park
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Resume Details

This is a real resume for a Field Relations in Fullerton, California with experience working for such companies as Academy Locksmith, Cci Zenith Education Group, Ashley Furniture. This is one of the hundreds of Field Relations resumes available on our site for free. Use these resumes as templates to get help creating the best Field Relations resume.

Previous Companies:

  • Academy Locksmith
  • CCI Zenith Education Group
  • Ashley Furniture

Previous Job Positions:

  • customer service
  • Dispatch
  • Call Center Specialist
  • Customer Service Representative
  • Call Center Operator

Schools:

  • Buena Park High School

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