Juanita Barnes-Burton
Montclair,CA
Summary
To obtain a position in a results-oriented company that seeks an ambitious and career conscious person, where acquired skills and education will be utilized toward continued growth and advancement.
Overview
27
27
years of professional experience
Work History
CUSTOMER SERVICE UNIT SUPERVISOR
ESP Computer Services
07.2003
- Manage a Customer Service Telephone Unit of 7-10 representatives. In order to enhance the quality of support and customer satisfaction, assess, identified and developed team skills by facilitating and providing feedback to team members on customer service and communication skills. Provide information and clarification regarding company products and services. Resolved daily issues of a complex scope that impacted the team and overall business objectives. Serve as a Human Resource liaison. Set and attained individual, staff and team goals. Consistently met lead department with lowest call handle time.
CUSTOMER SERVICE MANAGER
ESP Computer Services
09.2005 - 02.2021
- Customer Service Manager. Suggest, develop and implement tools for supervisors to use in measuring and improving CSR performance, and Evaluate CSR Supervisor performance. Serve as primary contact to clients who tend to contact CSR’s or CSR Supervisors directly. Respond to clients on behalf of Director of Operations as needed. Ensure supervisors have effectively communicated policy changes are properly executed. Assist CSR’s by answering questions when a Supervisor or Lead is not available. Assist in hiring, evaluating, disciplining, and terminating CSR’s and CSR Supervisors. Answer calls during periods of high call volume or low CSR availability.
CUSTOMER SERVICE REPRESENTATIVE
ESP Computer Services
10.2002 - 07.2003
- In an inbound call center environment, assisted customers with new subscription/ re-newel issues. Worked with irate customers to achieve an end result best for the customer and the company. Assisted data entry department with processing during low call volume periods. Performed necessary adjustments to correct irregular situations involving publication issues and services. Mentored representatives in need of assistance. Achieved the highest production rate in the department. Promoted from customer service representative to Supervisor in 8 months.
Administrative Assistant
Press Time Distribution
07.2002 - 10.2002
- Using basic office techniques, handed phones, filing, data entry, light accounting and general office administration. Processed payroll for 30+ company drivers using Quick Books. Processed Accounts payable and accounts receivable.
AS400 COMPUTER OPERATOR / MIS OPERATOR
Verdugo Hills Hospital
04.1994 - 07.2000
- Operated AS400 advanced Series 310 computer system. Performed system back up using IBM 9309 tape unit. Maintained computer hardware. Assisted users with technical support and mentored active job queues. Submitted jobs to batch and interactive processing on a daily basis. Working in a team environment, ensured the company computer system wasY2K compliant.
Education
High School - undefined
Pasadena High School
01.1984
Skills
- Over 15 years successful Customer Service / Call Center experience
- Over 11 Years Manager experience
- Outstanding knowledge of bank products and procedures
- Working knowledge of Microsoft Office, Word, Excel, Outlook, Quick Books 10 key by Touch
- Data Entry 9500, Typing 45 WPM
- Knowledgeable in basic bookkeeping
- Excellent verbal and written communication skills
- Able to learn and adapt to new skills quickly
- Ability to perform in a fast-paced environment were accuracy and timeliness are of the essence
- Detail oriented
Timeline
CUSTOMER SERVICE MANAGER
ESP Computer Services
09.2005 - 02.2021
CUSTOMER SERVICE UNIT SUPERVISOR
ESP Computer Services
07.2003
CUSTOMER SERVICE REPRESENTATIVE
ESP Computer Services
10.2002 - 07.2003
Administrative Assistant
Press Time Distribution
07.2002 - 10.2002
AS400 COMPUTER OPERATOR / MIS OPERATOR
Verdugo Hills Hospital
04.1994 - 07.2000
High School - undefined
Pasadena High School
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