Nanysa Shea
7720 Mc Callum Blvd #2049
Dallas, Tx 75252
(323) 674-6902
renee_mail365@yahoo.com
Career Objective: To secure a position within a stable organization where upward
mobility is a tangible opportunity and leading by example is encouraged.
Launchpad Communication, Customer Service Representative, 5/2008-12/09
Responsible for assisting members with account changes, facilitating service
requests, cross selling/upselling, customer retention,responsible for having
product knowledge for over 20 products, thorough and accurate updating of
customer records, heavy data entry, creating and responding to various
correspondence, daily use of MS Outlook, handling 100 calls per day, handling
escalated calls in professional manner, Quality Assurance monitoring of incoming
calls, resolving back end quality issues,experienced in first call resolution
process, responsible for meeting and exceeding predetermined sales quotas,
knowledgeable of conversion/transaction rate
Promotions attained within Launcpad: Outbound Sales Representative, Inbound
Sales Representative, Customer Service Squad Leader, Research and Development
Specialist
Wireless Watchdogs, Client Support/Tech Support, 9/2007-01/2008
Providing day to day account support for corporate wireless accounts, provide
technical support assistance to clients, resolve billing discrepancies, cross
selling/upselling, update customer accounts, act as a liaison between customer
and the carrier, provide support to account managers, heavy data entry, inbound
and outbound job duties, rotating member of escalation team, Blackberry trained
and proficient.
Citi Wireless, Customer Service Manager, 8/2006-8/2007
Responsible for maintenance and integrity of the customer support department.
Handled any escalated calls. Handled any billing discrepancies with customer
accounts having more than 75 units. Managed the day to day scheduling needs for a
department of 30 CSR agents. Prepared weekly reports in an effort to improve
quality of service and increasing customer satisfaction. I implemented a
concentrated training program to improve the CSR retention rate in the company
also created a training program responsible for giving CSR's tools to drive
company revenue by increasing sales while avoiding quality issues, Responsible
for the hiring and dismissal of employees based upon employee evaluations.
Responsible for the overall performance and constant training and motivation of
the customer service staff.
Aurora Wireless, Customer Service Manager, 05/2005-7/2006
Managed the day to day operations of CS department including, managing the cue,
being aware of CSR call handle time and the resolution of major client account
needs. In charge of the continual training and motivating of department as a
whole. Prepared training materials and conducted weekly classes to ensure the
proper handling of all calls, the FTC mandated handling of sensitive account
information while maintaining unwavering professionalism.
Blockbuster, Assistant Store Manager, 01/2004-03/2005
Supervised a staff of 7-10 per shift, oversaw the daily cash reconciliation ,
processed nightly reports of the cash audits, implemented a district wide
greeting program to help detour theft, as a result shrinkage decreased by 15% in
a quarter. Store maintenance and light housekeeping as required, including the
setting up of new displays and weekly floor moves. Performed customer service
duties as needed.
Sequoia Financial Services, Legal File Clerk, 12/2003
Responsible for maintenance of company legal files, assisted attorneys prepare
bankruptcy paperwork, created trial notebooks, maintained legal department
calendar
heavy client contact
1-800 FLOWERS, Customer Care Representative, 2/01-09/03
Provided inbound call support, processed orders, resolved billing discrepancies,
upselling/cross selling, assist customers with order selection, responsible for
predetermined sales quotas |
