1. CYNTHIA LOWE
709 Wilkinson Avenue, Youngstown, OH 44509 H: 724-301-3321 ♦ C: 724-301-3321 ♦ lowecyn@outlook.com
Customer Service Supervisor bringing extensive call center experience in inbound, outbound and blended
environments. Strength in training and development, client relations and problem solving. Solid management,
training, budgeting and leadership qualifications. Self-motivated,results-driven administrator. Highly articulate with
exceptional interpersonal skills. Respected team leader with record of inspiring high morale and productivity.
Exceptional interpersonal communication
Skilled trainer
Excellent time management skills
Effective problem solver
Negotiation expert
Effective workflow management
Adherence to high customer service standards
Microsoft Outlook, Word and Excel
Exceptional telephone etiquette
Inventory control
Exceptional telephone etiquette
Customer Relationship Management Software
(CRM)
Proficient in ACSS, IEX, MARS, Witness, Impact
360, CSS software for HVAC systems
SAP and ERP system knowledge
Payroll
Scheduling
Escalation resolution
Peer mentor
Recruitment and retention
Process improvement specialist.
Customer Service Coordinator, 03/2016 to Current
First National Bank – Hermitage, PA
Met all customer call guidelines including service levels, handle time and productivity.
Reconcile accounts, disputes, technical issues on internet and mobile banking.
Resolves card and deposit issues, recommend products.
Managed work flow to exceed quality service goals.
Customer Service Supervisor, 11/2002 to 11/2015
Verizon Communications – Cranberry PA
Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
Trained staff on operating procedures and company services.
Provided accurate, specific and timely performance feedback for CSRs.
Followed-through on all critical inter-departmental escalations to increase customer retention rates.
Developed highly empathetic client relationships and earned a reputation for exceeding service standard goals.
Developed highly empathetic client relationships and earned a reputation for exceeding service standard goals.
Strong leader of customer support staff.
Strong leader of customer support staff.
Associate of Arts: English/Business,
Penn State University - Sharon, PA
3X Winner of Director's Cup.
Best-in-Class Customer Service Award- won yearly from 2010-2015.
Top 10 Customer Retention in Area- 2005 and 2006.
Directly contributed to team achieving 95% contact rate and 35% retention success.
PROFESSIONAL SUMMARY
SKILLS
WORK HISTORY
EDUCATION
ACCOMPLISHMENTS

2. Led pilot team for after call surveys that was later deployed company wide.