Account Rep

Posted on: 2006-03-30

Gloria E. Trapp 16333 West White Wind Road Surprise, AZ 85375 Home Phone 623-974-2977 Email: [email protected] Summary of Qualifications: • Eight years of customer service in a call center environment managing inbound and outbound calls as well as multi-tasking • Strong interpersonal skills and professionalism while interacting with individuals and groups at all organizational levels both internally and externally • Exceptional follow-up skills with emphasis on attention to details • Motivating, coaching and developmental skills • Working knowledge of Lotus Notes, Excel, Microsoft Office, Access • Proven ability to work in a fast-paced environment, effectively managing deadlines, workflow and rapidly changing priorities with emphasis on quality and customer satisfaction • Excellent analytical, organizational, oral and written communication and file/data management skills • Self-directed with strong initiative to creatively problem-solve and resolve issues American Express Phoenix, AZ Jan 2005 - Present Strategic Account Representative As a Strategic Account Manager, I was responsible for one-to-one contact with internal customer an external Large Market accounts. I analyzed, identified and researched inquiries to determine a means of resolution. I prepared summaries and reports identifying business trends. I also consistently exceed department performance expectations by surpassing quality and quantity standards. Bank of America Phoenix, AZ Oct 1998 – Jan 2005 Fraud Claims Analyst / Team Leader I was responsible for providing first in class customer service, by handling to completion a variety of incoming calls and written correspondence. Analyzed customers claim to make sound credit decisions to ensure profitability while maintaining a professional working relationship between the customer and Bank of America. I provided coaching, motivation and development to peers via teamwork. I was responsible for providing process improvements initiatives and quality enhancements of job functions. Cendant-RCI Phoenix, AZ May 1996 – Oct 1998 Sales Associate / Reservations Clerk I assisted Timeshare Owners with reservations, complaints about properties and general information pertaining to their Ownership Agreement. Unemployed Oct 1995 – May 1996 Excell Phoenix, AZ July 1995 – Oct 1995 Directory Assistant Operator Answered incoming phone calls in a call center environment, provided phone numbers for domestic and international listings. MCI Phoenix, AZ Nov 1994- July 1995 Operator Answered incoming phones call in a call center environment as while as out going calls to ensure that customers were satisfied with MCI services and products. Education: Rio Salado Community College- Pending completion of AS in Business Administration Medical Career College – Completed Nursing Assistant Program 1997 ICT Computer School – Completed Data Entry Program 1989 High School Graduated 1987