M. A.

Warren
Cape Coral, FL 33904
FLEXIBLE CUSTOMER SERVICE INDIVIDUAL committed to excellence through action-orie
nted results, meeting required deadlines, and exceeding Companies and customers
expectations.
SUMMARY OF QUALIFICATIONS:
*Demonstrates strong attention to detail, follow through, communication and peop
le skills
*Ability to learn new processes, procedures, and handling of various equipment q
uickly
*Fit to handle all types of physical functions as required by the job
*Capable of multi-tasking while maintaining quality
TECHNICAL SKILLS:
*Experience using multiple operating systems, office tools, and software
*Operates various office computers, credit card machines, cash registers, and ph
one systems

PROFESSIONAL EXPERIENCE:
FLAMINGO LAKE RV RESORT (Florida)
-- Customer Service Representative --
*Open and close office which includes counting and balancing cash in safe and re
gister
*Process customer requests and reservations via emails, internet, and phone
*Handle multiple cash and credit card transactions for store items and paid rese
rvations
*Implement new changes and processes
*Provide superior customer service in all aspects of the position

SUNTRUST BANK (Florida)

-- Teller --
*Handle multiple customer bank transactions
*Interface directly with customers, team, and management on a daily basis
*Review and process personal and confidential information

NATIONWIDE INSURANCE (Ohio)

-- Customer Service Manager --
*Managed and handled personnel and quality issues for a team of 18 customer serv
ice analysts
*Resolved customer escalations
*Created analysis and staffing reports and participated in budget management
-- Trainer --
*Developed, implemented and delivered training sessions on an introductory level
*Performed gap analysis on student's skills and job requirements
-- Training Coordinator --
*Scheduled seminars, training rooms and participants for multiple days and sessi
ons
*Coordinated travel, reservations and multiple schedules for participants and tr
ainers
-- Secretary (Administrative, Supervisor, Executive) --
*Provided secretarial and supervisor support for all levels of management and th
eir teams
*Handled confidential personnel files and budget information
-- Administrative Support Secretary/Specialist --
*Managed schedules and workloads for multiple managers
*Prioritized work assignments to meet required target dates
*Developed documents, spreadsheets, and/or presentations

EDUCATION AND TRAINING:

*Served as a member & Cultural Council Executive Board of Toastmaster Club #753
*Earned multiple software and training certifications
*Attended and completed ongoing Customer Service and Manager Training Classes

REFERENCES:
*Available upon request