customer service

Posted on: 2006-02-15

DEBORA SOWKA 2377 N. Quaker Hollow Lane [email protected] 847 356-7435 cell# 847 847-9211 QUALIFICATIONS SUMMARY Highly personable Customer Service Professional with over ten years of experience in call-center operations within the orders, credit, and entertainment industries. • Talent for identifying customer needs and presenting appropriate company product and service offerings. • Demonstrated ability to gain customer trust and provide exceptional follow-up, leading to increased repeat and referral business. • Track record of assisting in the design and implementation of reporting procedures that reduce labor costs and improve customer-satisfaction ratings. • Expertise in resolving escalated customer service issues. • Secured numerous company achievement awards for delivery of exceptional customer service. • Proficient with Microsoft Office System (including Microsoft Word, Microsoft Excel, Microsoft PowerPoint®, Microsoft Access, and Microsoft Outlook®). PROFESSIONAL EXPERIENCE American Hotel Register 2000 to 2005 Credit Services and Customer Relations (2000 to 2005) Called customers for deposit on orders, answering question regarding the orders and making sure that what was on their orders was correct. Provided outsourced the appropriate information to review credit applications for customers. Also supported the outside sales team by providing them with appropriate information to service our customers before a sale, during and after the sale. Along the way, I also welcome the opportunity to assist on the supervisors’ line when called upon. I always found time for “Time Sensitive Projects involving company business that is crucial to our financial structure. Work closely with other departments to promote sales contests, clarify information, and distribute reports. • Instrumental in improving customer-satisfaction ratings through suggestion, development, and implementation of new reporting procedures. • Increased employee knowledge by assisting with development and implementation of product-awareness program. • Enhanced employee performance and attendance through daily mentoring, one-on-one discussions and motivational strategies. • Received outstanding positive comments from team members on employee reviews, as well as exceptional feedback from senior management. Home Depot Gurnee, Illinois 1995-2000 1995 to 2000 Head Cashier As a head cashier I handled returns, front end cashiers which consist of anywhere between 15-20 cashiers at a time. Investigated and resolved customer concerns in cooperation with respective help from our team, and other departments. Prepared written responses to Department of cashier tests concerning our merchandise that was in the store. • Dramatically enhanced customer-satisfaction ratings by expediting all returns and ensuring a high degree of accuracy. • Played key role in reducing labor costs by recommending staff scheduling changes. • Received numerous accolades from senior management for consistently providing excellent service and tactfully resolving sensitive issues. EDUCATION AND TRAINING Typing • WRIGHT JR. COLLEGE CHICAGO, ILLINIOIS COMPUTER INFORMATION SYSTEMS  DEVRY – Addison, Illinois COMPUTER INFORMATION SYSTEMS  DEVRY – Chicago, Illinois SKILLS MICROSOFT WORD, MICROSOFT EXCEL, COBOL 1 & COBOL 2, JCL, QUICK BASIC, WINDOWS XP, VISIO, INTERNET, MICROSOFT OUTLOOK, POWER POINT, SETING UP SOFTWARE TO BE INSTALLED ON COMPUTERS. Reference: Christine Konkol = Chef 847 409-0495 Barbara Browman – Data Entry 847 546-3405 Barbara Cholke - Data Entry 815 838-4346 Linda Ziemann – Owns her own business retail. 847 774-6009