1. Denise Smith
Located in Placencia, Belize 011+501-615-7814 email@example.com
E x p e r i e n c e d P r o f e s s i o n a l S e e k i n g O p p o r t u n i t y A s
Job Title: Customer Support Representative
Excellent Customer Service
Strong Time Management
Routinely Exceed Expectations
Superior Attention to Details
Excel Verbally & Written
Strong Problem Solving Skills
Calm & Patient Demeanor
YP Marketing Solutions, St. Louis, MO
Win-Back Team (Retention) 10/2012 – 04/18/2016 Salary: $14.37/hr plus commissions
I call/email small businesses with disputes and uncover the issue, resolve problem, earn back their
business by providing them with support and guidance.
Provide written or verbal instruction systematically guiding them on Adsolutions portal, connect program
and website editing.
During my employment I have met or exceeded monthly objectives, which allowed me to move up into
more challenging departments.
Provide excellent customer service to existing and new clients
Resolve conflicts on products and client order through Salesforce cases.
Coordinate with multiple departments to ensure deadlines are met
Provide concise details for the Design, Credit, Finance and Support Teams through Salesforce cases.
Communicate with client on progress of order via email or phone.
Collaborate with multiple departments to resolve complaints, claims or performance issues via
Salesforce cases and tasks.
Utilize dual screen allowing me access to all programs needed during the discovery and proposal phase
with potential clients.
During my tenure I have received numerous awards for exceeding objectives.
My most prized award is from clients who have written letters regarding their experience and satisfaction.
Working in the Win Back department was without a doubt the most challenging position, but extremely
rewarding. I dealt with current and former clients who were upset with products or lack of customer
support. I was able to find solutions by listening and regain their business in most cases. I started in the
Business Acquisitions Outbound Sales calling prospective businesses and working with them to find the
best solution for their business. After 6 months I was promoted to the Incoming Business Acquisition
Team, same as outbound except they called wanting information. After a year I decided it was time for me
to step up and take on a challenge and was promoted to Win Back as a Retention Specialist.
2. RANSTAD STAFFING, St. Louis, MO
Maritz QRT Travel Center 05/2012-10/2012 (temporary position)
Customer Service Representative – Call Center Salary: $11.00/hr. plus bonuses
Utilize “Agent” Call Center Phone System
Adhere to Strict Federal Aviation Guidelines
Communicate Program Information with Clients
Maintain Calm Demeanor in Tough Situations
Assess Customer Feedback and Provide Agreeable Resolutions
Book Travel with Sabre system according to Federal Regulations
Achieved #1 for Sales both Weekly and Monthly
Maintain Low Call Time
Booking and Documentation with 100% Accuracy
Document Daily Log for All Calls
Document Client File to Purpose of Call
I needed to gain the call center experience in order to obtain an Inside Sales position. The most satisfying
and gratifying experience was clients appreciation of receiving personal attention they were not used to
receiving. Several of the clients had called in expressing their satisfaction of how I treated them during their
I took a month off to care for my ailing step-father who has since passed.
DA-COM, St. Louis, MO
314-442-2800- Jack Tipton
Sales Representative 10/2011 – 4/2012 Salary - $30,000 plus Commissions
Cold call B2B selling copier, printer and CAD solutions to Attorneys, Accountants, Engineers, Architects
Researched Contract Discrepancies, Documented Files, Communicated Orally and Written Resolutions
According to Company Guidelines
Negotiate Contract Terms
Research, Document and Direct Resolutions for Customer Complaints
Document Loan Contracts
Update Customer Database Daily in Salesforce
Negotiate Payment Terms with Client
Customer Service via Telephone, in Person and Email (Outlook)
Conducted Training Classes for New Equipment at Clients Office
Retained Current Customers by continuing communication and checking on equipment needs
Exceed Customer Expectations by Delivering On Promises
Exceeded Objectives within the First Month. Received accolades as this had never been achieved.
Exceeded Objectives throughout my tenure in new revenue and retaining existing.
I had never worked in this field, but my prior sales experience helped me to adapt quickly.
3. THE MEN’S WEARHOUSE: St. Louis, MO
Contact Employer - Yes
Assistant Store Manager 5/2006 – 10/2011 Salary: $22,000 plus commission
Assess CustomerFeedback andImplementTrainingWhere Needed
Research Waysto Increase Store Volume,Recommend New ProductLines
Identify DisciplinaryNeedsandEffectivelyImplement Action
Research InventoryReportsto DetermineProductNeeds
Train SupportStaff onRegistersandOracle
AssistedStore ManagerinAchievingAnnual SalesGoals throughTeamwork
Suggested Internal Ordering System for Stores, Reducing 35% of Customer Complaints and
Millions inLost Revenue;New SystemIncreased Revenue by$7.8 Millionthe First Year and Reduced
Staff fromNot SellingonAverage 2Hours Per Day
IncreasedFee Recoveryfrom40% to 94%
PersonallyRankedTop5Each Year forHighestAverage Ticket, Outof 297 SalesStaff InRegion
Rank #1 Overall inStore of 6 SalesStaff
AwardedRookie of the Yearin2006 for the SouthwestRegion
Increased Revenue atTwo Stores toAchieve $1.8 Million “Excellent Year-EndSales Goals” forthe First
Numerous Letters of Customer Satisfaction and Appreciation Sent to Corporate Office Regarding
GORDON’S JEWELERS: St. Louis, MO
Contact Employer – Out of Business
Sales Associate - August 2005 to May 2006 Salary: $12.00/hr. plus commissions
Openand Close Store
4. OrderProduct fromVendors
No. 1 in area for sales
Helped store achieve year-end goals for first time.
Achieved success in Sales with no prior experience
Established Written Guidelines for Customer Rates
Established a Fixed Deadline – Reducing Loss of Profits
Received awards for exceeding monthly goals
Numerous Client Letters Regarding Experience Working With Me to Resolve Their Issues
COURT REPORTING INSTITUTE OF HOUSTON
Online course study of Court Reporting/Stenography (full time student) - 1/2010 – 1/2012 (GPA 3.30) Completed
courses in Medical Terminology, Anatomy & Physiology, Biology, Psychiatry, Chemistry, English 1 & 2,
Legal Terminology – 3.82 GPA in core classes. Unable to achieve required speed on steno machine to achieve
Windows 10, MS Office 2010 (Word, Excel, Outlook); Adobe Acrobat; Salesforce; Solo; Case Catalyst; Internet Research;
Oracle; POS System;, Lanier and Toshiba MFP - print, fax, scanner systems; Soaring Database; Data Entry; Sabre
2.5; QuickBooks; Quicken; Apple; MAC; IBM; “Agent” Phone System; Windows 7; Firefox; IE 9; Chrome; Cisco Phone
Systems; A-Frontier; AdSell; I-PrepII; CCAP; CRM; SFA, CP3, Clear Slide