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Dana
US-Florida-Orlando
Supervisor
Dedicated customer service manager with over fifteen years of experience in various fields. Consistently achieve record-high customer satisfaction ranking, improvements to the bottom line and turnaround of underperforming operations.
QUALIFICATIONS
Windows, Microsoft Word, Power Point, Word Perfect, Excel, telephony and proprietary call
center systems.
EMPLOYMENT
February 2012 - Present
Sears Holdings, Lake Mary, FL
Appointment Specialist
Responsible for qualifying and setting required appointments for the designated market/territory.
Maintain and exceed individual target levels of performance while providing highest level of
customer service to the Sears customer and sales force.
• Assists District Market Coordinator in an assigned office to ensure all requests for
appointments are met
• Makes all calls in an enthusiastic, courteous, friendly and caring manner while selling the
appointment to maximize lead to appointment conversion
• Protects the company’s investment by maximizing the conversion of leads to appointments
•Dispositions all leads according to established guide lines
•Manages lead banks to maximize their performance by the organized working and proper
disposition of leads by established guidelines within Appointment Center SOP
•Serves the customer to achieve the highest level of customer service to include scheduling
appointment to see customer as quickly as possible based on appointment availability and
customer needs
•Satisfies each customer with the highest level of service and communicated daily with
management anything that may limit our ability to do so
•Excellent communication and interpersonal skills
•Ability to handle customer concerns and demonstrate initiative in resolving in a timely manner
•Ability to effectively manage time, establish priorities and handle multiple tasks
•Ability to be self motivated and focused, with the ability to work under pressure as a team
member within a large group
•Ability to work a varied work schedule to meet the needs of the department
•Ability to maintain a positive mental attitude at all times, and to handle each customer (both
internal and external) in a polite, professional manner
March 2005-February 2011
Humana, Inc. Louisville, KY
Front Line Leader
Supervised and motivated 20 + staff of inbound call center, as team leader from 2006 to 2007,
promoted to supervisor in 2007 with a new hire team. Provided technical support and customer
service excellence on all company systems. Implemented a system and call scripts to aid the
efficient management of call volume, call quality and excellence. Conducted hundreds of
interviews to complete the responsibility of recruiting over than 1000 employees. Piloted a work
at home program for associates. Leader of our Perfect Service Committee for associate
engagement. Facilitated and expedited the escalation of customer service issues. Provided high
quality customer service with a high volume central processing and distribution center. Answered
to customer inquires and calls regarding benefits, claims and enrollments.
Driving the development of high performance and superior customer service
Maintaining talk/wrap time, service, data and both customer and client satisfaction levels
Ensure service levels are satisfied by leading floor management and workflow
Recruiting, developing/training, coaching, motivating, retaining and evaluating qualified staff
Set up performance goals to meet daily requirements
September 2001 - March 2005
Cottage Care, Inc. Louisville, KY
Office Manager
Responsible for setting up the office in the morning. Finalized the daily schedule and printing
work orders. Keeping up with employee absences, time off requests, employee discipline when
and if needed, new hire paperwork, and other miscellaneous record keeping. Answering emails
and phone calls throughout the day from clients needing to receive a quote, book a cleaning,
cancel and or move a cleaning. Addressing client complaints and finding resolutions,
communicating those to the owner. Review work orders every day, keeping track of outstanding
client balances, keeping owner informed on daily/weekly sales. In charge of entering receipts and
making sure accounts receivable numbers match with our scheduling software. Replying back to
calls/emails requesting quotes and talking to clients interested in our services over the phone on a
daily basis.
Responsible of reviewing the quality of homes
Detail-oriented
Effective and clear communication skills
Visual merchandising Designer Resume
MSc.,Analytical chemistry fresher Resume
Marketing Specialist, Client Service Associate Resume
Customer sErvice representative Resume
Central Power Plant - University of Michigan
University of California, Riverside
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