PROFILE: To offer my skills in customer service, and my ability to thrive in a fast paced environment to an organization in need of a customer service professional. Possess excellent communication, negotiation, problem solving and sales skills.
Cuna Mutual Group Fort Worth, TX
Customer Service Representative 2008 -2009
Â· Process and/ or refer calls for multiple credit unions in reference to loans and account information.
Â· Respond to inquiries concerning account balances, fees, payments and fund transfers.
Â· Advise members of available rates for all loan types.
Â· Sell credit union members Peace of Mind insurance when processing loan applications.
Â· Extensive data entry performed documenting all details according to Policy and Procedure.
Â· Performed with a team that received awards each month for top performance, top in average call handle time and less errors.
FedEx Express Corporation TN
Senior Trace/Overgoods Representative 1983 – 2007
Â· Effectively handled complaints daily, achieving a 90% or better success rate in problem resolution.
Â· Researched and tracked shipments using scan analysis, telephone, fax and personal computer.
Â· Processed claims, refunds, and account credits.
Â· Documented all details to provide timely feedback to customers and management to ensure departmental goals were met.
Â· Extensive customer contact, frequent interface with Ground Operations, Security, Claims, Customer Relations, and when necessary, the Legal Department.
Â· Contributed in helping meet, and exceed 100% of the goals and objectives consistently.
EDUCATION: The Ladder Alliance Fort Worth, TX
Completed 116 hours course study in Keyboarding, Microsoft Word, Excel, Internet, E-mail and professional development.
State Technical Institute TN
Associate of Applied Science Degree/
Computer Operations Technology.
OFFICE EQUIP: Skilled in ten-key, calculator, multiline phone system, fax,
TRAINING: Excelled in training programs and workshops in areas including managerial techniques, leadership skills, and presentations.
PERSONAL: Excellent personal and professional references available . upon request.