1. CONNIE M. URKE
3570 18TH
Avenue South ● St. Cloud, MN 56301
(320)255-0964 (Home) ● (320)267-7045 (Cell)
connie.urke@charter.net
EMPLOYMENT OBJECTIVE
To Obtain full time employment using my customer service skill and ability to work with people
from all backgrounds.
EMPLOYMENT SKILLS
• Customer service ● Quality Assurance
• Problem solver ● Written & verbal communication
EMPLOYMENT SUMMARY
Highly motivated team player with excellent customer service skills looking to join an
organization where customers are number one.
• Dedicated call center manager - working with people of all backgrounds.
• Professionally interact with employees, upper management and clients.
• Discuss issues with employees - improving skills to successfully reach goals.
• Answer inbound customer service line - providing resolution to each issues.
• Knowledgeable of Microsoft Office - Word and Excel, and also other office equipment.
EMPLOYMENT HISTORY & DUTIES
Aria Communications; St. Cloud, Minnesota September 1989 to June 2016
Call Center Manager – Administrator – List Manager – Caller
• Managed a call center of 30 to 50 employees.
• Monitored and reviewed call lists, call reports, and interviewed callers.
• Had meetings and monitoring sessions with clients to insure call center’s callers were
meeting guidelines and expectations of each call.
• Answered calls on the inbound customer line, finding resolution to issues.
• Documented staff progress and did cash payouts of bonus money to staff.
• Built lists on the system for multiple campaigns.
• Trained callers and support staff.
• Created lists on paper, sorted lists, and distributed to agents for calling.
• Called customers to request fundraising money and sold services for businesses.
EDUCATION
Medical Receptionist – Anoka Ramsey Community College; Anoka, Minnesota