Summary
Overview
Education
Skills
Work History
2 Top Performance Awards and 1 Customer Index Award
Timeline
Generic

Elizabeth Boot

Summary

Dynamic professional with a proven track record in route planning expertise and relationship building, honed as an Amazon Flex Driver and in customer service roles at Alorica (Goldman Sachs Bank) and Convergys Corp. Elevated customer satisfaction scores through exceptional service and efficient problem-solving.

Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.

Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.

Pursuing full-time role that presents professional challenges and leverages interpersonal skills, effective time management, and problem-solving expertise.

Overview

7
7
years of professional experience

Education

GED -

Weber State University
Ogden, UT
06-1986

Skills

  • Prioritization
  • Positive attitude
  • Stress management
  • Problem-solving skills
  • Clear communication
  • Follow-up calling
  • Call escalation
  • Call center operations
  • Active listening
  • MS office applications
  • Service metrics tracking
  • Administrative support
  • LiveChat
  • Technical troubleshooting
  • Empathy

Work History

Amazon Flex Driver

Self
09.2024 - Current
  • Kept detailed mileage and fuel reports to track overall fuel costs.
  • Coordinated efficient routes to avoid delays and optimize schedules.
  • Delivered goods and products to customer on time and in excellent condition.
  • Communicated with customers to provide delivery updates and confirm delivery locations.
  • Utilized GPS and other navigation tools to plan routes and stay on schedule.
  • Obtained signatures from customers upon delivery of goods.
  • Followed all relevant traffic laws and safety regulations.
  • Followed proper safety procedures and protocols while loading, unloading and operating vehicles.

Customer Services (Fraud)

Alorica (Goldman Sachs Bank)
06.2023 - 02.2024
  • Answered customer questions about product availability and shipment times.
  • Built strong relationships with customers and colleagues by providing friendly and personable service.
  • Analyzed customer feedback to identify areas for improvement.
  • Refunded money and adjusted bills to resolve customer service or billing complaints.
  • Utilized problem-solving skills to address customer queries and complaints.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Followed-through on all critical inter-departmental escalations to increase customer retention rates.
  • Investigated and resolved customer inquiries and complaints quickly.

Customer Service Professional/Transition-Nesting

Convergys Corp
08.2013 - 06.2017
  • Informed clients of policies and procedures.
  • De-escalated and resolved customer complaints with punctual, polite and professional service.
  • Reviewed and executed confidential documents, contracts and disclosures.
  • Coached and mentored service representatives to deliver polite, professional customer interactions.
  • Onboarded and trained customer representatives to meet performance and service goals.
  • Resolved escalated customer service inquiries and complaints to maintain satisfaction.
  • Monitored customer service calls to verify representatives' adherence to service standards and best practices.
  • Interceded between employees during arguments and diffused tense situations.
  • Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
  • Implemented project management techniques to overcome obstacles and increase team productivity.
  • Coordinated individual duties after careful evaluation of each employee's skill level and knowledge.
  • Kept high average of performance evaluations.
  • Built highly-efficient administrative team through ongoing coaching and professional development opportunities.
  • Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.

2 Top Performance Awards and 1 Customer Index Award

The Top Performance awards were for exceeding the company metric in sales

The Customer Index Award was for the survey a customer gave at the end of a call. I received the most 10s in a quarter measured by company metrics.

Top Performance award for Retention. My percentage was above and beyond company goals

Timeline

Amazon Flex Driver

Self
09.2024 - Current

Customer Services (Fraud)

Alorica (Goldman Sachs Bank)
06.2023 - 02.2024

Customer Service Professional/Transition-Nesting

Convergys Corp
08.2013 - 06.2017

GED -

Weber State University

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Elizabeth Boot