Summary
Overview
Work History
Education
Skills
Hobbies
Additional Information
Timeline
CustomerServiceRepresentative

David Clay

Kellogg,United States

Summary

Knowledgeable and dedicated customer service professional with extensive experience in call center industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.

Overview

17
17
years of professional experience

Work History

Customer Service Representative

Qwest Communications
Idaho Falls, ID
06.2006 - 07.2012
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Answered constant flow of customer calls with minimal wait times.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Responded to customer requests for products, services and company information.
  • Recommended products to customers, thoroughly explaining details.
  • Collected customer feedback and made process changes to exceed customer satisfaction goals.

Supervisor

Center Partners
Post Falls, ID
08.2001 - 05.2006
  • Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
  • Handled customer complaints, resolved issues and adjusted policies to meet changing needs.
  • Evaluated employee performance and coached and trained to improve weak areas.
  • Maintained compliance with company policies, objectives and communication goals.
  • Interviewed, hired and trained new employees for incoming call positions.
  • Performed annual evaluations and reviews for large staff of employees.
  • Tracked and prepared quarterly reports of sales goals to management.

Supervisor

T.S.I.
Idaho Falls, ID
03.1997 - 08.2001
  • Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
  • Handled customer complaints, resolved issues and adjusted policies to meet changing needs.
  • Evaluated employee performance and coached and trained to improve weak areas.
  • Maintained compliance with company policies, objectives and communication goals.
  • Set overall vision and provided team leadership.
  • Developed training, task and process guidelines and communicated clear and concise directions to employees.
  • Interviewed, hired and trained new employees for production positions.

Telemarketer

T.S.I.
Idaho Falls, Idaho
07.1995 - 03.1997
  • Answered questions about company offerings with knowledgeable responses about products and services.
  • Completed daily cold calling and outreach to build sales pipeline.
  • Recorded contact information of customers and potential customers in internal database.
  • Displayed excellent sales skills and understanding of how to leverage abilities to exceed quotas.
  • Handled high-volume telemarketing operations with expert use of client management software and computer dialing.
  • Assisted with training and orientation of new employees.
  • Delivered scripted sales talks to customers reached via manual and automatic dialing systems.

Education

High School Diploma -

Skyline High School, Idaho Falls, ID
Idaho Falls, ID
06.1995

Skills

  • Interpretation and Translation Services
  • Building Customer Trust and Loyalty
  • Calm and Professional Under Pressure
  • Upbeat and Positive Personality
  • Responding to Difficult Customers
  • Order and Refund Processing
  • Efficient and Detail-Oriented
  • Call Documentation
  • Customer Account Management
  • Customer Retention Strategies
  • Inbound and Outbound Calling
  • Microsoft Office

Hobbies

  • Volunteer at local church food bank
  • Stocking shelves, packing food bags, sorting clothes, welcoming clients, and assisting in duties as requested by the program supervisor or designate.
  • Deliver food to local residence who are unable to leave home.


Additional Information

  • 40-50 WPM
  • Experience writing and presenting sales script/rebutal for employees to use on phone calls.
  • Highly motivated in assuring customer satisfaction and the ability to overcome angry/upset customers over phone calls.
  • Two years in a row 2010, 2011 perfect attendance award with Qwest Communications.

Timeline

Customer Service Representative

Qwest Communications
06.2006 - 07.2012

Supervisor

Center Partners
08.2001 - 05.2006

Supervisor

T.S.I.
03.1997 - 08.2001

Telemarketer

T.S.I.
07.1995 - 03.1997

High School Diploma -

Skyline High School, Idaho Falls, ID

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David Clay