David Drum
Cape Girardeau,Missouri
Summary
Compassionate individual with the ability to tackle multiple tasks in an office-centered environment. Offering dynamic telephone, interpersonal, and data entry skills. Possesses the ability to pick up new computer programs and software quickly.
Overview
10
10
years of professional experience
4
4
years of post-secondary education
Work History
Customer Service Representative
Conduent
08.2024 - Current
- Investigated and resolved accounting, service and delivery concerns
- Helped customers with a friendly and professional tone of voice
- Ability to type quickly to have the notes completed by the end of the call, which gave me one of the lowest ‘after call handling’ times of my team of 25 members
- Maintained a distraction and noise free remote environment
Reservation Sales Agent
Drury Hotels National Call Center
08.2021 - 07.2023
- Maintained a tidy remote workstation and managed to complete assigned work with high efficiency and quality with minimal supervision
- Greeted 100% of customers in a friendly and professional manner to optimize customer experience
- Resolved customer questions and handled room reservations in under 3 minutes on average, 4% higher in efficiency than the company requirement
- Managed room reservations on the CRS system and received calls on the SP500 system
Technical Support Representative
Asurion
07.2019 - 01.2020
- Provided exceptional customer experiences by accurately assessing customer needs, explaining complex technical information, and providing appropriate solutions
- Researched and assisted customers in troubleshooting technical issues
- Tailored specific case-by-case solutions proficiently for each customer contact, enhanced customer product and service enjoyment
Foreign Teacher Manager
Sesame Street English
07.2016 - 10.2018
- Led and trained a team of 15 foreign teachers
- Organized weekly check-in meetings and delivered monthly training sessions on teaching skills to the team
- Developed and customized teaching plans for 10 classes with Word and Excel
- Delivered classroom lectures, instructed over 120 students in total in learning English as a second language
- Prepared class materials in advance for every class with PowerPoint
- Provided feedback on students' in-class performances to parents
English Teacher
Romp N Roll
07.2015 - 07.2016
- Taught classes of English speaking for 30 students aged from 3-6
- Immersed students in unfamiliar cultures by devising hands-on activities
- Reviewed curriculum and devised alternate approaches to presenting lessons to increase student understanding
Education
Bachelor of Science - Business Administration
Western Governors University
06.2021 - Current
High School Diploma - undefined
Rowan County Senior High School
Morehead, KYSkills
100 WPM
10-key speed: 11,400 KPH
Microsoft Word
Excel
PowerPoint
Attention to detail
Error identification
Computer skills
Strong verbal and written communication skills
Customer Service
Problem-solving
Critical thinking
Timeline
Customer Service Representative
Conduent
08.2024 - Current
Reservation Sales Agent
Drury Hotels National Call Center
08.2021 - 07.2023
Bachelor of Science - Business Administration
Western Governors University
06.2021 - Current
Technical Support Representative
Asurion
07.2019 - 01.2020
Foreign Teacher Manager
Sesame Street English
07.2016 - 10.2018
English Teacher
Romp N Roll
07.2015 - 07.2016
High School Diploma - undefined
Rowan County Senior High School