Summary
Overview
Work History
Education
Skills
Additional Information
Timeline
Generic

Penney Southard

Dublin,OH

Summary

Knowledgeable and dedicated customer service professional with extensive experience. 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

12
12
years of professional experience

Work History

Customer Service Representative

FABCO
02.2004 - 11.2010
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Provided primary customer support to internal and external customers.
  • Collected customer feedback and made process changes to exceed customer satisfaction goals.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Placed outbound calls to verify rental and employment history
  • Accepted inbound and placed outbound customer service and technical support calls.
  • Organized and maintained office files and records
  • Posted payments to proper accounts
  • Explained policies and regulations to clients obtaining credit reports from Transunion
  • Data entry of both rental and employment applications
  • Data entry of eviction filings
  • Requested criminal background checks and sent completed orders to clients

Housekeeping Room Attendant

Cross Country Inn
04.2002 - 12.2002
  • Completed pre-cleaning duties by setting up cleaning carts with fresh linens, cleaning supplies and requested guest supplies.
  • Removed bed sheets and towels from rooms and pre-treated stains to maintain and restore linen condition.
  • Hand-dusted and wiped down office furniture, fixtures and window sills to keep areas clean and comfortable.
  • Replaced used towels and other bathroom amenities such as shampoo, paper towels and soap.
  • Responded to requests from patrons for linens and toiletries.
  • Disposed of trash and recyclables each day to avoid waste buildup.
  • Sanitized all kitchen surfaces, wiped down cabinets and swept and mopped floors
  • Delivered and retrieved items on loan to guests such as ironing boards, cots and irons.
  • Engaged with guests on room requirements and amenities to promote overall satisfaction.

Quality Assurance Specialist

Interactive Teleservices
05.1999 - 06.2002
  • Monitored product standards and quality-control programs.
  • Collaborated with management to provide training on improved processes and assisted with creation and maintenance of quality training.
  • Educated employees on specific QA standards and confirmed maintenance of standards.
  • Fixed identified issues to increase productivity and boost workflows.
  • Promoted adherence to quality standards by educating personnel on quality control.
  • Data entry of orders placed.
  • Listened to scripted calls by CSR's and coached reps on call technique.
  • Verification of sales

Education

Worthington Kilbourne High School
Columbus, OH

Rutherford B Hayes High School
Delaware, OH
05.1995

Skills

  • Data Entry and Maintenance
  • Multitasking and Prioritization
  • Understanding Customer Needs
  • Calm and Professional Under Pressure
  • Issue and Complaint Resolution
  • Building Customer Trust and Loyalty
  • Verbal and Written Communication
  • Creative Problem Solving
  • Courteous with Strong Service Mindset
  • Customer Account Management
  • Database Management
  • Establishing and Maintaining Customer Relationships
  • Multi-line phone talent
  • Technical Support
  • Inbound and Outbound Calling
  • File and database management
  • Typist clerk
  • Customer Service
  • Active Listening
  • Problem-solving abilities
  • Critical Thinking
  • Call center experience
  • Problem Resolution
  • Conflict Resolution
  • Professional telephone demeanor
  • Microsoft Outlook
  • Call Management
  • Data Collection
  • Building rapport
  • Clerical Support
  • Filing
  • Coordination
  • Account Management
  • Document Control
  • Quality Assurance Controls

Additional Information

I'd like to take a moment to explain my gap in employment history. Shortly after my position with FABCO I became a stay at home mom. My daughter was born with special needs, both behavioral and medical. I was also recently divorced at that time and spent a great deal of time in and out of Children's Hospital. My daughter is growing out of some of her medical conditions and in school which is finally giving me the opportunity to work.

Timeline

Customer Service Representative

FABCO
02.2004 - 11.2010

Housekeeping Room Attendant

Cross Country Inn
04.2002 - 12.2002

Quality Assurance Specialist

Interactive Teleservices
05.1999 - 06.2002

Worthington Kilbourne High School

Rutherford B Hayes High School

Similar Profiles

CREATE PROFILE
Penney Southard