Resumes by Industry: Customer Service

Account Executive Client Services

Drew Anderson
604 Harmony Lane
Pleasantville, CA 94588
(925) 555-1234


Position where extensive client service and communications experience will add value.


· Strong background in client service. Experienced managing up to 350 accounts and building profitable, long-term relations. Cited by clientele for superior service in all positions held.
· Outstanding communication skills; articulate in person and in writing. Able to increase productivity by quickly analyzing client needs and maximizing account revenues.
· Most-productive Account Agent two of four months measured at Carlos (2000). Account Rep of the Month four times in six-month span at Asset Marketing (1997-1998).


Account Executive: East Telecom, Golden Valley, MN
Service corporate accounts for this provider of telecommunications hardware and services.
· Manage 350 accounts with small- and medium-size businesses. Ensure highest client satisfaction and retention rates by quickly resolving billing and service issues.
· Penetrate accounts by educating and up-selling clients on new products.

Account Agent: Carlos Group, Edina, MN
Served as liaison between marketing teams and clients of Merrill Lynch account.
· Delivered wide range of travel-related concierge services to high net-worth clients.
· Consistently ranked among top of 25 reps for fast, efficient service.

Account Rep: Worldwide Marketing, Eagan, MN
Opened and managed accounts, selling high-end collectibles. Recruited to Worldwide after spin-off.
· Involved entire sales process, from cold calling and qualifying to closing and account management. Opened over 100 accounts. Ranked in top 5% of reps for sales calls made.
· Successfully retained irate client, turning lost sale into $17,000 in incremental revenue.

Sales Associate: Michaelson Automotive, Elgin, MN
Provided sales, marketing and customer service to wide-ranging clientele.
· Consistently achieved highest Customer Service Index rating from Nissan Corporation.
· Regularly made sales quotas. Rapidly mastered new product data.

Prior experience as Flight Attendant for United Airlines (two years); played leadership role on domestic and international flights. Also served as Office Manager/Production Coordinator for Media Productions, Inc. (one year). Managed production office and coordinated video shoots.


· Bachelor of Science Degree: Sociology, Iowa State University, Ames, IA.
· Attended numerous professional seminars, including 7 Habits of Highly Successful People.


· Computer skills include Windows 95/98, Microsoft Office and Internet research.
· Well-read and widely traveled. Gain tremendous satisfaction from ensuring client satisfaction.

Kevin Donlin - -

Customer Operations Specialist

Jamie Hill
604 Harmony Lane
Pleasantville, CA 94588
(925) 555-1234


Seeking technical support or helpdesk position where award-winning experience, proven skills and superior work ethic will add value. Accustomed to long hours in pursuit of company goals.


· Strong technical support background includes troubleshooting and repair of networks, hardware and software. Special expertise in Windows-based network servers.
· Superior skills in communication and customer service. Experienced maximizing productivity by working effectively with both internal and external customers.
· Software: Veritas Backup Exec, Symantec Ghost 7, PC Anywhere, Microsoft Office 97/2000/XP, Exchange and Outlook.
· Networking: LAN/WAN, TCP/IP, Ethernet and hubs.
· Operating Systems: Windows 9X/ME/NT/2000, Novell NetWare 4.5/5.0, UNIX and MPE.


· A+ Certification: Core Hardware and Operating Systems (2002).
· Bachelor of Science: Telecommunications Management, Devry Institute of Technology, Addison, IL (2001). GPA: 3.3. Dean’s List multiple terms while working 30-35 hours weekly. Course work included introduction to computers, system components, software, Windows, UNIX and other operating systems; network structures and data systems.


Customer Operations Specialist: DataCentral, Centerville, IL
Provide service and remote support to corporate customers using SBC phone systems.
· Handpicked to provide desktop and Novell 5.0 networking support to department.
· Employee of The Month in June 2002 for handling greatest number of technical support issues (1,364 calls) among team of 15 technicians. Awarded after only two months in position.

Data Center Operator: First Insurance, Centerville, IL
Maintained and monitored network servers during second shift, working independently.
· Provided troubleshooting of network and server issues. Proactively assisted with help desk duties, supporting printers, hardware, software and related technical issues.
· Backed up and restored vital data on Windows NT/2000 and HP 3000 MPE mainframe.
· Played key role in successful upgrade of 300 PCs. Installed, tested and deployed Windows 2000 and related software. Documented changes and trained end-users. As a result of streamlined operations, eliminated need for one full-time support employee.
· Streamlined data backup and restoration procedures. Worked with programmers to test and build monitoring application. Wrote documentation and training guidelines. As a result, cut monitoring times by 25%, while reducing average support calls from over 10 per month to one.

Prior experience as Assistant Supervisor for DataPro, Inc. while attending school.

Kevin Donlin - -

Customer Service Assistant Banking

Robin Saunders
604 Harmony Lane
Pleasantville, CA 94588
(925) 555-1234

Customer Service • Administration • Banking

Customer-focused professional, acknowledged throughout career for dispensing personalized attention, maintaining composure under fire, and juggling a multitude of job tasks and challenges with skilled discretion and concern. 2-years banking sector experience in a fast-paced customer-care environment, has refined capabilities in researching issues, providing clear and accurate responses, and adapting communications to suit the situation. Reputed for willingness to shoulder extra workloads, coordinate daily operations, and “step up” to leadership roles. Superior administrative, analytical, and problem solving strengths are underpinned by a genuine affinity with people, and the necessary drive to enhance organizational reputation through service excellence.

Professional strengths include:
Ÿ Complaint/Enquiry Resolution
Ÿ Customer Communications
Ÿ Process Simplification
Ÿ Productivity Improvements
Ÿ Incident Analysis
Ÿ End-of-Day Reconciliations
Ÿ Records Management
Ÿ Client Needs Assessments
Ÿ Relationship Management
Ÿ Staff Supervision/Training
Ÿ Document Production
Ÿ Workflow Management
Ÿ Accurate Calculations
Ÿ Customer Retention
Ÿ Form Re-design
Ÿ Back and Front Office Operations

Technology Snapshot

Microsoft Word, Excel, Access, PowerPoint, Outlook; Internet, email
HTML • Javascript • Windows 2000/98/95 • Visual Basic 5
Developer 2000 with Forms 4.5 and Reports 2.5 • Powerbuilder • Oracle 7.1

Experience Highlights

· Cut complaint rates from 75% to 30% for a global financial services provider; devised standardized work procedures that overcame operational deficiencies causing work backlogs and errors.
· Surpassed colleagues’ performances, frequently serving up to 100 customers daily in a high-pressure bank environment where customer enquiries were often protracted and time consuming.
· Reputed as a competent trouble-shooter; customers were prepared to wait in line for a considerable time confident that issues would be thoroughly investigated and resolved.
· Appointed to administer the Adco Buhasa project for Technip Engineering; a high-profile assignment generating approximately 20% of the company’s total revenues. Presided over all project documentation, presentation, report generation, reception, and correspondence.
· Produced technically accurate, powerful budget presentations that graphically interpreted and presented data at monthly, quarterly, half-yearly, and yearly increments.

Employment Summary

Customer Service Assistant

Project Secretary


Experience Chronicle

Customer Service Assistant
Fast-paced customer service division with three helpdesks issuing ATM cards, credit cards, personal identification numbers, check books, and responding to customer enquiries, complaints, and concerns.
During tenure, relieved on each of the helpdesk areas, rapidly refining both technical expertise and communication talents that prompted several offers to supervise the area in the absence of senior personnel.
Key contributions:
· Earned a reputation as a competent and efficient trouble-shooter—a status that saw customers prepared to wait in line for a considerable time trusting that their concerns would be thoroughly investigated and resolved.
· Identified flaws in existing interdepartmental forms used to communicate information between the helpdesk and back office operations. Successfully sought approval from the division’s supervisor; building a case that cited instances where forms failed to request critical data and were complicated to follow. New design won praise from both departments for being content-rich and streamlined in appearance.
· Spearheaded the design of new forms that overcame chronic data loss concerns negatively impacting customer satisfaction. Drafted forms that integrated information monitoring so that data such as “credit card destruction” dates and “application received” dates could be tracked and recorded.
· Transformed complex procedure manual for the cash counter confusing to non-English speaking staff, into an abridged version that extracted and presented salient points in a clear, consistent language style that remained faithful to audit guidelines. Cut reading time from 1 hour to just 15-minutes.
· Standardized work procedures that overcame operational deficiencies stemming from inadequate communication between departments, work backlogs, and high absenteeism prompting temporary job swapping. Devised formal job descriptions for handling each product—quickly orienting, substitute staff to the requirements of the job. With each staff member familiar with the job requirements, complaint rates dropped from 75% to 30.
· Trained new recruits—an initiative that quickly enhanced the knowledge base of staff. New skills development prompted increased productivity and substantial reduction of work backlogs.
· Instrumental in achieving high audit results through the implementation of streamlined and standardized procedures that met all key criteria for accuracy, records management, and sign-off.
· Surpassed colleagues’ performances, frequently serving up to 100 customers daily.
· Learned conversational phrases in Arabic to cater to non-English speaking “nationals”.

Project Secretary
Strong organizational proficiencies were critical in this role where each project employed a minimum of six engineers of varying disciplines, and each engineer demanded up to four project documents—all to be precisely typed, proofread, corrected, and submitted to the project manager within stringent deadlines.
· Conducted formal “one-on-one” training for secretaries. Topics spanned daily procedures and operations, standard document fonts, phrases, and formats, and telephone/electronic communication protocols.
· Successfully coordinated logistics surrounding engineers’ site inspections. Arranged dates, gate passes from oil fields, and coordinated document release.
· Produced technically accurate, powerful budget presentations that graphically interpreted and presented data at monthly, quarterly, half-yearly, and yearly increments.
· Event-managed conferences and corporate meetings for clients and engineers. Produced, prepared and distributed meeting minutes.
· Consistently purchased departmental stationery within budget.
· Sole administrator placed in charge of the Adco Buhasa project; a high profile assignment generating approximately 20% of the company’s total revenues. Presided over all project documentation, presentation, report generation, reception, and correspondence.

Recorded and coordinated inbound and outbound calls on a hectic switchboard system for a busy recruitment consultancy. Conducted preliminary assessments of job seekers by recording skills and experience, and maintained, as well as updated, files and records of all candidates on the computer database.

Education | Training

Certificate in Java Programming • Diploma in Application Programming

Bachelor of Nutrition & Dietetics
University of Chennai, India (1997)
Gayle M. Howard - Top Margin -

Customer Service Entry Level

Lee Robertson
604 Harmony Lane
Pleasantville, CA 94588
(925) 555-1234


High-performance, focused communicator and public speaker possessing advanced interpersonal and client relationship management skills. Demonstrates exceptional creativity, leadership, visionary and humanitarian focus. Committed to achieving outstanding results.


· Exceptional communication skills with outstanding achievements in public speaking as demonstrated as Overall Winner & Best Speaker , Lion’s Youth of the Year, Club Level; Overall Winner, Lion’s Youth of the Year, Zone Level; Best Speaker , Lion’s Youth Of The Year, Regional Level; Winner, Trilby Misso Lawyers Speaking Competition Finals; and numerous others.
· Excellent interpersonal and leadership skills. Confident to work autonomously utilising strong work ethic. Highly motivated, able to set and achieve multiple goals.
· Creative focus as two times recipient Award for Drama and Award for Film and Television.
· Broad ranging personal and community skills and interests including acting and athletics, and assisting to coach younger students in sports and public speaking.
· Proficiency working in MS Word, PowerPoint, Excel, Outlook Express; Windows 95, 98 XP, DOS. Skilled in both computerised and analogue registers. Typing speed of 80wpm.


REDCLIFFE STATE HIGH – Redcliffe, Qld (2003)
School Captain

Subject Studied:

Very High Achievement

Very High Achievement

Film & Television:
High Achievement

Very High Achievement

Legal Studies:
High Achievement

Ancient History:
Very High Achievement


Winner Quest Newspapers’ Young Star of the Month - September 2003
Arts &Education Category

Nominee T.J. Ryan Award - 2004
Queensland Year 12 student displaying excellence in both leadership and academic pursuits

Nominee Redcliffe City Council Young Citizen of the Year – 2003

Redcliffe High Public Speaker of the Year Award

Subject Award for Drama

Subject Award for Film and Television

Subject Award for Ancient History

Rats of Tobruk Award for Excellence in a Personal Endeavor

Award for Excellence in Cultural and Co-Curricular Activities

Redcliffe High Award for Academic Excellence

Subject Award for Drama

Subject Award for Film and Television

Subject Award for Ancient History

Overall Top Academic Achiever of Grade 11

Redcliffe High Award for Academic Excellence

Subject Award for History

Redcliffe High Award for Academic Excellence

Redcliffe High Award for Academic Excellence

Dux of School, Scarborough State School


Overall Winner & Best Speaker - Lion’s Youth of the Year - Club Level
Overall Winner - Lion’s Youth of the Year - Zone Level
Best Speaker - Lion’s Youth Of The Year - Regional Level
Winner - Trilby Misso Lawyers Speaking Competition Finals
Winner, Advance To Final - Trilby Misso Lawyers Speaking Competition Heats
Second Place - Bally Cara Public Speaking Competition
Third Place - Apex Speaking Competition
Third Place - Palma Rosa Plain English Speaking Competition Heats
Constitutional Convention, Brisbane Selection Heats
One of Fifteen Queensland Representatives - National Constitutional Convention - Canberra


January 2003 - Australian Youth Leadership Conference – Australian Youth Development
Received Commendation


MCDONALDS – Redcliffe, Qld
Front Counter - Casual
Exercised key ability to work autonomously within challenging environment. Maintained clean and efficient work environment. Operated computerized registers and diverse cooking equipment.
· Demonstrated superior public relations skills and vital ability to placate unsatisfied customers.
· Saved time and money, and received senior management recognition for outstanding speed of service. Acknowledged as most efficient and effective of colleagues hired at the same time.
· Liaised with and guided less experienced staff to assist in maintaining their individual workloads.

1997 –2001
Shop Assistant – Casual
Consistently provided excellent, informed customer service and maintained strong reliable work ethic. Maintained clean, organized and well-stocked environment. Operated analog register.


Initiated and funded public speaking competition to encourage junior speakers.
Later named “The Lee Robertson Public Speaking Competition”
Assisted Year 7 students to transition into high school
Regular participant in ANZAC day marches - Redcliffe

Beverley Neil -

Customer Service Manager Contract Mangement

Robin Saunders
604 Harmony Lane
Pleasantville, CA 94588
(925) 555-1234


Management career with proven track record of increasing sales and establishing and exceeding customer expectations. Over 13 years experience in customer service, procurement and negotiation of contracts. Professional manager with a strong work ethic and attention to detail. Strong leadership, problem solving and communication skills. Flexible, positive and responsive to change.


Hillside Full Service Glass
1989 - Present
Manager Sales and Service
Manager Sales and Service, 1997 - Present
Estimator, 1993 - 1997
Customer Service Technician, 1989 - 1993

• Increased sales by 50% through development and implementation of a market survey that identified target regions.
• Established a corporate marketing campaign that established a company logo and provided professional appearance with employee uniforms.
• Provided superior customer relations with proven ability to diffuse angry customers and accurately assess customer needs.
• Supervised and maintained updated training for all employees.
• Managed inventory of over $100K.
• Expanded relationships with vendors and suppliers.
• Managed day-to-day operations.


Allenburg City Police Department
1986 - 1989
Veteran Officer/ Canine Handler

Halifax County Police Department
1982 - 1986
Police Officer

Shepard Highlands Police Department
1981 - 1982
Armed Security Officer/Shift Sergeant

United States Marine Corp
1976 - 1981
Police Officer
Honorable Discharge


Northern Virginia Community College
Classes in:
Public Speaking
Marketing & Sales Training
United States Military Police Academy

PRWRA Corey Edwards - Partnering For Success - Sterling, Virginia 20165 -

Customer Service Manager Operations

Frances O 'Malley
604 Harmony Lane
Pleasantville, CA 94588
(925) 555-1234


• Leader and manager with strong organizational skills, project orientation, and the ability to work effectively under pressure and stress. Identify problems/needs and initiate effective solutions.
• Promote working environment/procedures conducive to improving productivity, increasing efficiency, enhancing quality, and strengthening financial results. Knowledgeable in certification process of ISO 9001:2000 standards.
• Motivated to work efficiently without direct supervision in busy environment, handling many tasks simultaneously; able to prioritize workload and multi-task. Consistently "get the job done" and exceed expectations.
• Effective communication/interpersonal skills and a team player; interact positively with a wide range of people, and establish relationships based on respect. Generate spirit of enthusiasm in personnel, prompting ready implementation of recommended processes.
• Computer proficiency on Windows platforms (3.11, 95/98 and NT) includes Microsoft Word, Excel, Outlook Express, PowerPoint, Internet communications and research, File Manager. Also knowledgeable in operations of various e-mail and voice mail systems.


Manning Manufacturing, Inc., Gary, IN
1996 - Present
• Directed certification process for ISO 9001:2000 Quality System. Documented customer service order entry and complaint procedures; ensured Quality Policy as detailed by management is understood by department staff. Spearheaded plans for continuous improvement of processes in the short, medium, and long term.
• Designed and established a model, efficient inventory system. Pioneered and implemented plan for maintaining proper inventory mix. Achieved 30% inventory reduction yet eliminated stock outs.
• Spearheaded development of an order tracking system, enhancing on-time delivery performance from 80% to 99%.
• Implemented a "low value" complaint system. Improved complaint resolution by reducing cost of processing "low value" claims, which resulted in improved customer service.
• Received written commendations from company president (2000) and vice president of sales/marketing (1998) for exceptional performance on special project teams.

Manning Manufacturing, Inc., Gary, IN
1988 - 1996
• Streamlined order entry system and improved accuracy of documentation, reducing shipping and order entry errors. Facilitated improved communication among departments.
• Restructured department and instituted training program to cross-train staff, improving efficiency and professionalism of entire department. Consistently received "high praise" from our customers, vendors and even our competitors for being the best in the industry.
• Oversaw transition to computer-based access to workloads, production and shipping schedules. Significantly revitalized accuracy of schedules and documentation and reduced shipping-production errors.
• Scheduled regular training for staff to increase product knowledge, enabling better service to customers and vendors. Other workshops covered topics such as effective listening/speaking skills, problem resolution, techniques in professional customer service, etc.

Manning Manufacturing, Inc., Gary, IN
1986 - 1988
• Originated customized order intake process to meet customers' specific ordering needs, improving delivery performance and optimizing customer satisfaction.
• Recommended and implemented revisions to shipping documents to enhance accuracy and efficient utilization of documents.
• Competently handled complex quotations from customers and sales personnel.

Doyle Environmental Services, Chicago, IL
1984 - 1986
• Provided product information, pricing, quotations and delivery information to customers. Displayed professionalism and product knowledge, which contributed to an increase in inquiry-to-order capture rate.
• Expedited shipments to comply with special customer delivery remarks; dispatched carriers in manner to ensure on-time deliveries. Created goodwill and improved customer satisfaction.

Geo Systems, Inc., Chicago, IL
1973 - 1984
Trained support personnel and made significant contributions in numerous departments, including logistics, sales, customer support, and production.


Association of Women in the Metal Industry (AWMI), Chicago Chapter - 1987 to present
• Membership Chairperson, 1993 - 1995
• Fundraising Chairperson, 1990
• Conference Committee, 1990
• Board Member, 1987 - 1989
• Member, Founding Board of Directors National Organization - 12,000 members

American Business Women's Association, Gary Chapter - 1998 to present
• Member of Scholarship Committee
• Member of the Fundraising Committee
• Co-chair of the Business Associates of the Year Committee


Bradford College
Certificate, Leadership and Supervisory Skills for Women

Professional Service Seminars
Certificate, Exceptional Customer Service Seminar

American Business Women's Association Workshops
• Microsoft Project
• Art of Facilitation • Superior Service on the Telephone
• Manage Multiple Projects and Meet Deadlines • Effective Coaching
• Constructive Criticism • Making Small Talk a Big Deal
• Everyday Business Etiquette • Managing E-mail

Midwest University, Gary, IN
Certificate, Materials Processing
Steel Technology

Buckeye College, Greenville, OH
Business Coursework

St. Francis University, Baltimore, MD
Graduate, Honors

PRWRA Jane Roqueplot - JaneCo's Sensible Solutions - Sharon, PA 16146 - -

Customer Service Manager Retail Sales

Sam Sterling
604 Harmony Lane
Pleasantville, CA 94588
(925) 555-1234


Articulate, results-oriented customer service professional. Excellent communication and problem-solving skills. Self-directed, team player. Dedicated to achieving customer satisfaction as well as meeting or surpassing company expectations. Able to focus on project, develop strategies and meet or exceed deadlines. Strong rapport with personnel, customers, and associates based on knowledge, professionalism, integrity. Computer literate, working knowledge of Windows 98, Excel and Word 97, and J.D. Edwards distribution software system.

• Improved customer satisfaction and product delivery during company acquisition and 50% increase in sales.
• Coordinated and implemented conversion of sales contracts to systems format.
• Revised internal sample policy to improve delivery time and shipment accuracy.
• Organized Customer Service processes for new Canadian public warehouse.


Maxwell Industries, Pleasanton, Illinois
1998 - Present
Customer Service Account Rep/Team Leader
• Responsible for managing 5 retail accounts with total sales ranging from $500K to $4M.
• Order management, customer relations, charge-back resolution and collections.
• Monitor inventory levels to ensure on-time delivery of products.
• Provide leadership to team to accomplish department goals and monitor work flow.

Manning Safety Tools, Inc., Uptown, Illinois
1995 - 1998
Customer Service Account Rep - Team Leader / Customer Service Account Manager
Managed and administrated 50+ retail accounts including Ace hardware, True Value Hardware, and American Stores.
• Managed and processed all orders and sales contracts.
• Updated quote system and maintained customer account information.
• Functioned as liaison for manufacturing, sales and off-site warehouse.
• Resolved shipping discrepancies and invoicing errors. Issued RGAs and processed credits and rebills.

Terrace Medical Center, Terrace, Illinois
1991 - 1994
Customer Service Representative
Responsible for customer support and service for major dental insurance provider including management of selected Fortune 500 companies.
• Performed employee training and evaluation.
• Investigated and resolved complaints through grievance process.


• Team Building - 1997
• Customer Service Excellence - 1996
• Meeting Skills Development - 1996
• Seven Habits of Highly Effective People - 1995


University of Chicago, Chicago, Illinois
Bachelor of Science, Horticulture

PRWRA Pat Chapman - CareerPro-Naperville, Inc. -

Customer Service Professional Recent Graduate

Stacey McGovern
604 Harmony Lane
Pleasantville, CA 94588
(925) 555-1234

Qualifications Profile

Highly motivated and dedicated Year 12 Graduate with a strong record of academic achievement. Proven performer with effective combination of sales ability and customer service expertise. Experienced in dealing effectively on all levels in business. Customer service and team oriented.


· Congenial and enthusiastic contributor to and supporter of team goals.
· Manages client expectations and develops effective working relationships with clients.
· Honest, confident, and hardworking with keen judgement and record of integrity and dependability.
· Strong communication, interaction, and relationship-building skills acquired through work experience and volunteer activities.
· Award winning performer with the ability to complete projects and deliver results in both individual and team assignments.
· Outstanding record of performance, reliability, confidentiality, and ethical business standards
· Conveys information in an effective and well-organised way; listens actively and gains co-operation from others.

Professional Experience

JD Coldridge & Associates – New Jersey, NJ
2003 to 2004
Office Administration (Summer Position)
Supported and assisted managers in the efficient management of administrative services for the company through competent word processing skills, excellent public relations and effective time management. Scope of responsibilities included phone enquiries; invoicing; mail processing; filing; stock control; and spreadsheets.
Main Accomplishments:
· Established and maintain effective business relationships with external and internal customers, improving communication between customers and company.
· Resolved numerous business functions on a day-to-day basis; including customer enquiries, information requests, invoicing, and stock control.
· Independently researched, responded to and followed up on requests from management personnel.
· Utilized skills in MS Excel, creating spreadsheets to effectively track job site costs.

Village News Newsagency – Cherry Hill, NJ
2000 to 2003
Sales (Casual)
Under general supervision performed customer service; enquiries; sales; cash sales; stocktaking; and merchandising displays.
Main Accomplishments:
· Advised customers on the location, selection, price, and use of goods available from the store, with the aim of encouraging them to buy and to return to buy in the future.
· Processed and received customer payments for goods by cash providing correct change as required.
· Priced items and rotated stock by bringing old stock forward on shelves during quieter times.
· Provided a high level of customer service and client relations based on outstanding communication and interpersonal skills.
· Assisted in working out totals for cash and other takings at the end of each working day and preparing money for bank deposits.
· Developed a thorough understanding of operating cash registers, automatic ticket issue machines, and other computerized equipment within the store.


Higher School Certificate
All Saints Anglican School

Co-Curricular Achievements

Senior Debating Team – participating in various debating competitions
2001 to 2003
Athletics & Cross-Country School Representative
2001 to 2003
Duke of Edinburgh Award – completion of Bronze, Silver & Gold Level
2001 to 2003
Senior Choir
2001 to 2003
American Schools English Competition – Credit
Cast Member for School Production “The Proposal”
· Awarded Best Actress – Northern Rivers Drama Festival
· Highly Commended – Gold Coast Drama Festival
Highly Commended in MLTAQ French Speaking Competition
2001 & 2002
Bronze Community Service Award – 1.5 hours
American Science Competition – Credit
Vocal Ensemble
Wind Ensemble

Community Activities

Volunteer, Southport Special School (assisting children with reading, sport & craft)
2001 & 2002
Volunteer, World Vision 40-Hour Famine


First Aid Certificate
2001 & 2002

Jennifer Rushton - -

Customer Service Representative

Kerry Cordova
604 Harmony Lane
Pleasantville, CA 94588
(925) 555-1234


Experienced in general office principles, practices, and procedures. Proficient in MS Office: Excel, Word, PowerPoint, Access. Detail oriented, proficient organizer with the ability to delegate and train others. Knowledge of diverse cultures. Team player with emphasis on quality.


2002 - 2003
Customer Service Representative
• Answered incoming calls - average 60 per day - resolving issues with customers and billing department.
• Contracted numerous insurance companies and Medicare.
• Utilizing insurance codes, updated patient's account files.

1994 - 2001
Repair Technician
• Inspected, removed and replaced damaged or defective components with aid of overlays, manuals and sketches.
• Tracked excessive scrapping of 3 components on 4 shifts.
• Alerted and worked with materials and supervisors to prevent fallout from machines.
• Introduced method of removing scratches from housing without scrapping out.
• Organized and maintained rework line, delegating duties and simplifying recovery of boards.
• Programmed e-prom chip, consistently meeting error-free quality standards.

1987 - 1994
Office Manager
• General secretarial duties, inside sales, sales representative support, accounts payable/receivable, computer application research.
• Initiated use of outside translation services saving time and providing much needed product support.
• Researched marketability and generated sales of computer systems in the U.S.
• Studied Japanese culture and language to increase customer relations.


Carl Schurz High School
Business Applications Certificate

PRWRA Janice Sacramento - - Trainer, Lake County, IL, - Workforce Development Program

Customer Service Representative Banking

Drew Sterling
604 Harmony Lane
Pleasantville, CA 94588
(925) 555-1234


Customer relations and operations manager with 15 years experience in the financial services industry. Handle a variety of managerial and administrative duties to meet the needs of the company and customers.


Doyle and Associates, Toronto, Ontario, Canada
1999 - Present
Operations Manager/Customer Service Representative
• Oversee administrative duties such as answering and re-directing incoming calls, sort and distribute mail, and order supplies.
• Lead weekly staff meetings outlining new services and informing staff of procedural changes.
• Trusted to possess security passwords, and combinations to open/close vault. Authorized lockup officer and branch opener.
• Demonstrated good will by coordinating United Way fundraising campaign within branch.

World Management Concepts, Toronto, Ontario, Canada
1996 - 1999
Customer Relations Associate
• Meet with prospective customers to refer accounts, investments, loans and mortgages.
• Recognized for converting single service customers into multi-service customers.
• Assess, analyze, investigate and recommend credit alternatives to clients.
• Underwrite residential mortgage loans, consumer loans and credit cards.

World Management Concepts, Toronto, Ontario, Canada
1987 - 1996
Assistant Branch Manager
- Recruited as Assistant Branch Manager Trainee, and promoted to Assistant Branch Manager within one year.
- Developed sales culture within branch by implementing marketing and cross-selling activities.
- Devised a training procedure for new hires, which streamlined procedures.
- Interviewed, hired and coached new employees to help facilitate branch goals and objectives.
- Provided staff training and guidance in product services and administration.
- Supervised all aspects of Deposit Services Operation.


Windows 98 , Word, Word Perfect, Power Point, Excel, Lotus Smart Suite, Data Entry, Internet, E-mail


Humber College, Toronto, Ontario, Canada
B.S., Business Administration Diploma

PRWRA Audrey Field - Résumé Resources - Wasaga Beach, Ontario, Canada -

Customer Service Representative Best

Tracy Anderson
9932 Sebring Circle, Bakersfield, CA 93231 / Tel# (914) 555-0340 Email:

Customer Service Representative


Customer Service professional with over 10 years experience in the automotive service industry. Ability to build strong rapport with personnel, customers, and associates based on knowledge, professionalism, and integrity. Areas of expertise include preparing sales contracts, processing orders, and maintaining positive customer relations. Enhance knowledge and skills through continuing education opportunities.


· Proactive customer service, serving as a liaison between technicians and clients.
· Excellent telephone presence and effective interpersonal skills.
· Ability to grasp thorough understanding of product features to better serve customers.
· Experienced in departmental management, staff training, and supervision.
· Computer experience includes MS Word, Excel, Outlook, Act!, and CMS Automotive Information System.


1998 - Present
Customer Service Representative
Managed 40 retail accounts with total sales ranging from $500K to $4M. Supervised order management, customer relations, chargeback resolution and collections. Monitored inventory levels to ensure on-time delivery of products. Provided team leadership to accomplish department goals and monitor work flow.
· Key player in certification process for ISO 9000:2000 Quality System. Documented customer service, order entry, and complaint procedures; explained Quality Policy to department staff.
· Spearheaded planning for company-wide process improvement procedures.
· Initiated development of an order tracking system, enhancing on-time delivery performance from 80% to 99%.
· Implemented a "low value" complaint system. Improved complaint resolution by reducing cost of processing "low value" claims, which resulted in improved customer service.

FOOTHILL FORD, Bakersfield, CA
1994 - 1998
Customer Service Representative
Managed staff of 5 Customer Support professionals ensuring accuracy in order processing, quality customer service, professional demeanor, and proficiency with technology. Supported clerical and order processing needs of sales staff and parts department. Maintained standard human resource policies and procedures for dealership.
· Streamlined order entry system and improved accuracy of documentation, reducing shipping and order entry errors. Facilitated improved communication among departments.
· Oversaw transition to new productivity tool that significantly increased accuracy of schedules and reduced errors.
· Scheduled regular staff training to enhance product knowledge, improving customer service.
· Developed a customized order entry process to meet customers' specific ordering needs, improving accuracy, on-time delivery, and customer satisfaction.

1992 - 1994
Customer Support
Performed all aspects of customer support, including answering telephones, coordinating special promotions, and providing details for products and services. Handled inbound sales duties, including order entry processing and fulfillment. Resolved billing questions and disputes, initiated customer calls, and performed data entry.
· Consistently processed all sales contracts and parts orders without errors.
· Verified quote system data with customer orders to ensure accurate processing.
· Issued return authorizations and processed credits and rebills to resolve shipping discrepancies and invoicing errors.


Bachelor of Arts (Communications), 1992
Valley College, Bakersfield, CA

Continuing Education

New Models Briefings – Dodge, Chrysler, and Ford, annually 1992 – present
Safety and Security for Customer Service Professionals, 2001
Technology for the Automotive Service Industry, 2000
ISO 9000 for Quality Assurance, 1998
Managing Customer Support Professionals, 1996
Ford Worldwide Parts Inventory System – Customer Service Workshop, 1995
Effective Customer Service, 1994
Dodge Service Plans Overview for Customer Support Professionals, 1993
Chrysler Customer Care, 1993


Valley Medical Center Hospice, Caregiver
Guide Dogs for the Blind, Fundraiser

Customer Service Representative Clothing

Chris Fong
604 Harmony Lane
Pleasantville, CA 94588
(925) 555-1234


• Outstanding customer service skills.
• Excellent telephone presence and effective interpersonal skills.
• Extensive and varied knowledge of manufacturing processes.
• Strong attention to detail.
• Experienced in departmental management, staff training and supervision.
• Hands-on Production experience / trained in workplace safety.
• Computer literate / experienced in maintaining accurate records and reports.


Helix Clothing Company, Inc., Brunswick, ME
1995 - Present
Customer Service Representative
• Promoted from stitching machine operator to customer service in 1997; brought a very well-rounded manufacturing background to enhance efficiency and value of CSR position.
• Took customer orders and process daily.
• Schedule dactual machines required to run the orders to meet deadlines.
• Worked closely with manufacturing to schedule total production and shipping of finished products.
• Performed order entry, reserved goods for customer orders, processed credits and debits, maintained reports, and prepared sales projections.
• Interacted with customers extensively to maintain customer satisfaction.
• Interacted closely with manufacturing to assure quality, accuracy, and speedy deliveries.

Varied Manufacturing Positions
1990 - 1995
Electronics (2-years) - Shoe Manufacturing (2-years) - Home Work (1-year)
• Served as a lead person during this time in a high-tech environment for 2 years and filled in for supervisor as needed.
• Oversaw work quality, production, and employee performance in the manufacturing of high-end printed circuits.
• Supervised a staff of 11, trained new employees, monitored work for quality while staying within dictated specs.
• Communicated with multiple departments to get the orders completed in a timely manner.


• Microsoft Excel, Word, and Access (2½ years total experience with these programs)
• Industry-Specific Software (Enter and print orders)
• Own a Home PC (Word processing, spreadsheet applications, Internet research and communication)


Becker Jr. College, Worcester, MA

Lisbon High School, Lisbon, ME

Mechanic Falls Adult Education
Earned Certificates

Customer Service Seminar / Basic Accounting / Clerical Studies / Windows 95

PRWRA Rolande LaPointe - RO-LAN Associates, Inc. -

Customer Service Representative Hospitality

Dale Wong
604 Harmony Lane
Pleasantville, CA 94588
(925) 555-1234


Offers more than 4 years of customer service experience, 3 years as a production coordinator with American Airlines, and extensive volunteer work. Completed airline travel program and a travel agency course. Interacted with a wide range of professionals representing all age groups, nationalities, and cultures. Canadian citizen with a U.S. visa. Traveled throughout Germany, Austria, Spain, Norway, Sweden, France, Canary Islands, and London, as well as all throughout Canada and the U.S. Lived in Canada, Houston, New Orleans, and Norway. Speaks fluent English and can communicate in French with a minimum usage of Norwegian.


Atlantic School of Airlines
Diploma, Airline Travel
Course study included reservations, ticketing, and flight attendant services

Travel Agency Course
Intra Travel

Tomball College
Completed French II Conversational French Course.


Ready-Made Foods
Product Sampling Representative (1 Year)
• Represented Ready-Made Foods in a freelance capacity to promote products.
• Recognized with repeat assignments within one of the largest grocery store chains based on excellent sales skills in approaching customers, and for dependability and self-motivation.

Hospitality Greeter and Liaison (10 Years)
• Worked with families of Exxon employees moving to Norway, greeting families at the airport and serving as a temporary liaison to ensure they became acclimated to Norway's culture and amenities.
• Provided hospitality services for monthly meetings of a women's group with up to 30 members.
• Served as Third Vice President for Hospitality Services and participated in leading this service group (assisted wives of Exxon employees moving to Houston, planned and organized monthly networking functions, and created themes to promote participation).

Harrington Car & Truck Rental
Customer Service / Office Manager (3 Years)
• Greeted customers, answered inquiries, provided information, resolved problems, and handled various administrative activities.
• Interacted with company fleet managers.

Lansing Aircraft - Chelsey Division
Production Coordinator (3 Years)
• Prepared production schedules to make parts for Lansing 232s, 543s, and 332s.

Additional Experience
Teacher's Aide (2 Years) Visited 4th and 5th grade classrooms in Houston and provided hands-on instruction through experiments in chemistry, physics, and biology. Received training from scientists, engineers, and physicians at Exxon, and provided 8 sessions over the course of two months for two consecutive years.

PRWRA Sandy Hild - The Résumé Doctor - - -

Customer Service Representative Office Manager

Jamie Hill
604 Harmony Lane
Pleasantville, CA 94588
(925) 555-1234


· Results-oriented Customer Service Representative with extensive experience in office management, business administration, accounting, database management, customer service, billing, and relationship management.
· Comprehensive background in financial management functions including accounts receivable, accounts payable, payroll, and financial reporting.
· Proven success managing administrative responsibilities including creating spreadsheets, drafting correspondence, fielding customer inquiries, coordinating travel logistics, and preparing reports.
· Tendency to thrive in fast paced business environments while remaining focused on attaining corporate objectives.
· Adept in streamlining business processes and improving operational efficiency levels within multimillion-dollar organizations.
· Foreign language proficiency in Spanish as well as Italian.


SBC – New Haven, CT
2003 to Present
Customer Service Representative
Assisted in business administration functions, which increased productivity levels within the department. Provided exceptional level of support concerning directory assistance.
Key Achievement:
· Played an integral role in increasing customer satisfaction levels through top-notch customer service skills.

2002 to 2003
Administrative Assistant
Participated in financial management functions involving accounts receivable and accounts payable. Managed administrative functions including fielding customer inquiries, creating spreadsheets, drafting correspondence, and filing documents.
Key Achievement:
· Developed financial reports and presented results to management, which enabled management to make sound business decisions based on accurate financial position of the company.

1998 to 2002
Office Manager
Handled accounting functions including cash management and financial reporting. Executed accounts payable functions including communicating with vendors, generating checks, and ensuring payment.
Key Achievement:
· Streamlined business processes within the office, which significantly increased operational efficiency levels.


Certified Office Manager – Branford Hall Institute, Branford, CT


Microsoft Word, Microsoft Excel, Microsoft PowerPoint, Microsoft Access, QuickBooks, Quicken

Kristen Coria - -

Customer Service Representative Online Sales

Frances O'Malley
604 Harmony Lane
Pleasantville, CA 94588
(925) 555-1234


Intuitive and Results-Oriented Customer Service Representative

· With more than 13 years experience working in fast-paced and stressful environments.
· Earned reputation as a taskmaster by improving overall productivity.
· Computer skills include Microsoft Office (Word, Excel, and Outlook), and Remedy.


Assessing needs
Managing client relationships
Arbitrating and resolving problems
Maintaining controls
Researching / analyzing information
Attending meetings
Training personnel
Processing / expediting orders and requests
Arranging shipping/delivery
Prioritizing time / projects
Invoicing / collections
Generating / maintaining / distributing reports
Ordering / managing supply inventory
Insuring prompt turnaround time


QUIXTAR.COM – Houston, Texas
2003 to Present
Customer Service Representative
Provided customer service and sold household goods, and health and beauty aides. Assisted clients throughout process of registering and ordering online. Resolved ordering and shipping problems with UPS and U.S. mail. Handled ordering, invoicing, and collections.

DUKE ENERGY – Houston, Texas
1991 to 2003
(formerly known as PanEnergy and Panhandle Eastern Corporation)
Customer Support Representative (2000 to 2003)
Served as one of four representatives supporting 8,000 internal customers. Insured compliance to regulations. Assisted customers in logging on and getting into database. Worked with new employees to create user names, passwords, and access. Utilized Remedy software to document steps taken to resolve problems. Maintained a 24-hour on call status one week of every month. Notified users regarding changes in applications.
· Contacted project managers, application system managers, programmers, and backup programmers of each application as part of a transmission update project
· Chaired weekly change control meetings, which provided managers with information on application changes

Customer Support Representative (1999 to 2000)
Participated on Y2K Project to insure availability of appropriate information to internal customers.
· Researched and created vendor records to insure compliance
· Chaired weekly change control meetings, which provided application managers with information to make timely decisions to meet Y2K deadline

Report Distribution Representative (1995 to 1999)
Supported the distribution of computer reports to general ledger, gas plant accounting, revenue billing, and gas measurement departments. Ordered and managed $1 million in annual computer supplies.
· Changed ordering process, became only person to order supplies, ordered in bulk, consolidated supplies, and reduced inventory by 50%, which saved expenses for an area charged back per square foot

Scheduling Representative (1991 to 1995)
Worked with each department to coordinate jobs and make certain data was edited and ready for processing to create month-end reports for payroll, gas measurement, revenue billing, and general ledger. Updated processing procedures. Compiled and delivered reports. Provided programmers with recommendations to improve productivity. Trained new operators.


DEL MAR COLLEGE – Corpus Christi, Texas

Sandy Hild - -

Customer Service Student

Robin Saunders
604 Harmony Lane
Pleasantville, CA 94588
(925) 555-1234

Extremely responsible youth willing to accept a position to increase experience within the realm of customer services. Hard working team-player with proven ability to commit to projects from start to finish. Recognized for exceptional ability to create trust and build lasting relationships. Strong communication skills. Possessing the following skill set:

· Computer Acumen
· Customer Relations
· Tutoring
· Highly Organized
· Experience with Children
· Leadership


Rideau High School Graduation Committee
2002 – 2003
Secretary, aided in planning and orchestrating fundraisers.

Rideau Literacy
2002 – 2003
Volunteer, responsible for mentoring and aiding Grade 9 and 10
ESL students with their reading and writing skills.

Rideau Employee/Student Childcare Center
Assistant, responsible for greeting, caring for, and entertaining children.

Silvercity Gloucester
2001 – 2002
Cashier, responsible for:
Concession duties: opening and closing, customer service, food service, and cashier.
Cart duties: opening and closing, calculating sales, customer service, food service

Childcare Worker
2000 – 2001
Responsible for the safety and well-being of infants, pre-school age and school age children from ten families.

Summer Camp Counselor
Lighthouse summer camp, Hazlemere, England
Responsible for 25 children under 6 years of age.


Rideau Citizenship Certificate
For unsung student volunteers in good academic standing who have volunteered extensively in Rideau.

High School Diploma
Rideau High School

Nicole Miller - -

Customer Service Supervisor

Lee Robertson
604 Harmony Lane
Pleasantville, CA 94588
(925) 555-1234


Focused, results-oriented professional with eight years experience in progressively responsible positions including management of 20 person team. Customer-service oriented with proven ability to provide team-spirited leadership for maximum productivity. Skilled at communicating effectively to attain company goals. Proficient at developing and implementing training programs with high degree of energy and enthusiasm.

Competencies include:
• Supervision, training and career coaching Multi-tasking/workload management
• Creation/delivery of reports and presentations Research and analysis
• Call center operations Financial services operations
• Issue resolution Negotiations


Microsoft Office, Word, Excel, PowerPoint, ACD Reporting, Netforce Workforce Management, Proprietary banking and call center software packages


Vantage Wireless, Wellington, CT
1999 - Present

Supervisor, Customer Service
• Directed team of up to 20 CSRs to exceed service expectations
• Initiated actions to insure optimal response times and service levels; handled escalated matters; approved credits
• Analyzed team and individual statistics; prepared reports; devised and implemented incentive programs to improve stats while maintaining QA
• Provided performance coaching and implemented strategies for career development
• Trained team and peer supervisors on new products and policies
• Provided solutions to software and routine hardware problems, as well as ongoing instruction
• SWAT team manager; Team Leader for Family Share Committee

Senior Customer Relations Specialist
• Assisted team with escalated issues; employed solid negotiation skills to save accounts
• Developed Relations Retention training procedures
• Point-of-Contact for department manager; assisted with training and scheduling
• Served on Culture for Success team; developed PowerPoint presentation and facilitated team report to Regional Board of Directors and President of Northeast Region regarding Vantage's core value of integrity

• Exceeded account retention goals by 95%
• Received SuperStar Award; nominated for Manager's Choice Award
• Earned Northeast Area Customer Service Appreciation Award

Hogarth West Group/Opportunity Personnel, East Hartford, CT
1998 - 1999
Special Projects Consultant for Northeastern Bank & Trust
Developed procedures and training program for Deposit Services; trained new hires on deposit operations; assessed individual needs; worked with staff and management in implementation of procedures to achieve goal of creating sound departmental flow.

Axis Technologies Cellular, Wethersfield, CT
1997 - 1998

1997 - 1998
Technical Support Representative
Designed and implemented training programs for in-house and outside call centers; facilitated training groups up to 20; interviewed, trained and supervised technical support staff; assisted MIS with development of improvements to in-house computer programs.

1997 - 1997
Carrier Relations Analyst

Robert Jones Account Temporaries, Hartford, CT
1997 - 1997

Wintonbury Bank & Trust, Wintonbury, CT
1995 - 1997

1996 - 1997
ATM Services Representative
Resolved escalated customer ATM issues; monitored and trained bank branches on CTR and BSA compliance; investigated problems concerning fraud

1995 - 1996
Deposit Services Representative
Researched and resolved discrepancies; represented bank for legal items and acted as liaison with bank attorney; developed written procedure to facilitate training of new hire and temporary employees

Connecticut Real Estate Services, Hendron, CT
1995 - 1995
Personal Assistant to Centurion Level Producer and Vacation Substitute for Secretary
Utilized MLS database; assisted in marketing, research, communications; completed Real Estate Principles and Practices course

Ambrose Deche and Issacson, Inc., White Plains, NY
1994 - 1995
Assistant Sales Representative for Commercial Real Estate Company

Kirby & Borso, Hendron, CT
1992 - 1994
Real Estate Legal Secretary


Manhattanville College
Departmental Honors


Cummings Relocation Services, Norwalk, CT
Assistant in Real Estate Service

Colraine Satterly Securities, Harrison, NY
Marketing Assistant


• Managing Multiple Priorities Civil Treatment for Managers
• Coaching for Success Results Based Leadership
• What Matters Most (Time Mgmt.) Project Management
• Responding to Conflict The First Step - Transitioning into Leadership
• Core Skills for Management New England Banking Institute courses

PRWRA Frost T. Krist - Datatype Inc. - Hebron, CT 06248 - - - (860) 228-3542

Customer Service Telephone Sales

Marion McLeod
604 Harmony Lane
Pleasantville, CA 94588
(925) 555-1234


Seeking a customer service, sales, administrative, or related position in which extensive experience in customer service, sales, cash-handling, data-entry, and other clerical duties, excellent communication skills, superior leadership abilities, and a record of success in all previous positions will be of value.


Octagon, Inc., Burbank, California
2000 - Present
Customer Service / Sales Representative
• Temporarily assigned as customer service / sales representative for a fast-paced company specializing in direct television sales over the telephone.
• Performed all aspects of customer service and satisfaction, including answering busy multi-line phone system, coordinating special promotions, and providing detailed information for various products.
• Handled inbound sales duties, such as taking, processing, and filling orders. Also coordinated troubleshooting and provided support to supervisors. Resolved billing questions and disputes, made customer call-backs / follow-ups, and performed data entry.

Bradford Foods, Van Nuys, California
1999 - 2000
• Greeted customers, operated a computerized cash register and scanning system with cash, check, and credit card transactions, bagged groceries and other items, helped customers locate products within the store, and stocked non-grocery products and seasonal merchandise.
• Balanced drawer, assisted customers with purchases in a fast and friendly manner, pulled damaged, dated, and discontinued items, and provided consistently high quality customer service and satisfaction.

SFB TOY STORE, Sherman Oaks, California
1997 - 1998
Sales Associate
• Coordinated daily retail sales of children's toys, gifts, and related merchandise. Provided customer service and assistance in locating and choosing merchandise and operated a cash register with cash, credit card, exchange, and return transactions.
• Assisted in inventory, purchasing, shipping, receiving, and stocking of merchandise, contributed to visual display creation, and participated in marketing, advertising, and merchandising. Prepared products for sale and mark-down, answered multi-line phones, and all other necessary administrative duties.


Undergraduate Studies
Major: Arts & Sciences
Area of Concentration: Medicine

CENTRAL HIGH SCHOOL, Oxnard, California
H.S. Diploma
Honors & Awards: Recognized for Superior Performance in Social Studies

PRWRA Grant Cooper - Strategic Resumes / YWW - New Orleans, LA 70118 -

Customer Support Insurance

Drew Sterling
604 Harmony Lane
Pleasantville, CA 94588
(925) 555-1234


• Dependable and hard working Professional with extensive background in Customer Support and benefits.
• Strong communication, leadership, planning, management and problem solving skills.
• Able to work with minimal supervision and as a cooperative team member


Customer Service:
• Strong focus on quick resolution when problems were reported from field customers, turnaround within a 24-hour window.
• Able to ascertain customer needs through research and communication and to provide solutions for their problems. Responsible for the analysis, design, coding, testing and implementation of modifications to production systems.
• Worked with new hires and external consultants, training them on procedures, standards and resources, enabling them to become productive quickly.
• Excellent verbal and written skills. Created HTML prototype of WEB pages (200+) for inclusion in Business Specifications and used for presentations to upper management and agents.
• Created a common documentation format and checklist for all designers to follow that increased productivity.

• Played a lead role supervising, assigning tasks and validating work done. Created WEB page design specifications for coding team and supervised their work.
• Proficient in project planning, estimating time and resource needs.

Computer Skills:
• MicrosoftWord, Excel
• Knowledge of various computer languages
• Exceptional ability to quickly function within any business application



1999 - Present
Small Business Property, Commercial Auto, Workers Compensation

1997 - 1999
Global Property

1995 - 1997
Commercial Property

BELL, INC., Rosemont, IL
1994 - 1995

UNITED, New York, New York
1990 - 1994
Systems Analyst
Human Resources, Benefits, Pension, Payroll and Stock Transfer


University of Wisconsin
B.A., Sociology

PRWRA Janice Sacramento - - Trainer, Lake County, IL, - Workforce Development Program

Guest Relations Coordinator

Pat Hernandez
604 Harmony Lane
Pleasantville, CA 94588
(925) 555-1234


Administrative and Legal Assistant with 10 years experience in supporting operations, management and attorneys. Implements strong technical and interpersonal skills to enhance organizational efficiencies and profits.


• Italian and French • Customer Relations
• Sales • Teamwork
• Community Relations

• Type - 50 wpm • Dictation
• File • Office Equipment
• PC Applications • Legal Terminology
• Trial Records • Legal Documentation
• Billing

• Client Scheduling • Group Event Planning
• Time Management • Management
• Administration


Boutique, Schenectady, NY
1999 - Present
Guest Relations Coordinator

Bradford Business Associates, Orlando, FL
1996 - 1999
Legal Assistant and Office Manager

Helix International, Melbourne, FL
1994 - 1996
Sales and Personnel Manager

Manning and Associates, Melbourne, FL
1992 - 1994
Secretary / Data Entry Clerk


• Performed a number of clerical responsibilities including: billing, filing, microfiche, data entry, compiling reports, and dictaphone.
• Handled legal assisting responsibilities including: real estate, report compilation, input dockets, trial records, filing court forms.
• Interfaced with corporate clients, attorneys, staff and other professionals.
• Provided telephone communications, answering up to a 20-line switchboard.
• Scheduled customer appointments, took messages and re-directed calls
• Worked with customers in retail and service occupations, assisting them in making purchase decisions.
• Provided sales management with responsibility for day-to-day operations including: cashier, order schedules, banking, invoicing and staff supervision.
• Managed attorney's office and handled all administrative procedures.
• Assisted in establishing a new filing system.


Brevard Community College, Melbourne, FL
A.S. in Legal Assisting
Business Management Course, Florida Metropolitan University, Orlando, FL

PRWRA Laura DeCarlo - A Competitive Edge Career Service - -

Guest Services Director

Drew Anderson
604 Harmony Lane
Pleasantville, CA 94588
(925) 555-1234


Customer Service and Hospitality Professional with 8 years experience in working with customers in a variety of service-based industries.

Guest Services
• Presentations • Passenger Interaction • Travel Coordination
• Safety Inspection • Quality Control • Training and Instruction
• Inventory • Tour Direction • Problem Resolution

• Food Safety
• Emergency Support


Cruises, Key West, FL
2000 - Present
Guest Services Director
• Perform pre-passenger set-up process, check inventory and coordinate with personnel (catering, deck hands, captain). Ensure quality and cleanliness for next day at the end of each trip.
• Greet up to 180 passengers as they arrive, interface with them throughout trip, make presentations on local river sites, perform brief safety presentation, and handle any problems.

Party Store, Palm Beach, FL
1999 - 2000
Sales / Production

Women's Center, Palm Beach, FL
1996 - 1999
Instructor, Volunteer

Charter Cruise, Key West, FL
1995 - 1996
Cruise Director
• Provided guided boat tours of The Keys and Dry Tortugas, ensuring guest comfort and satisfaction.
• Designed brochures and developed rapport with local area businesses and Chamber of Commerce.

Rental Car, Miami Airport, FL
1994 - 1995
• Assisted an average of 350 customers a day in reserving, picking up and returning rental cars in a busy airport. Received a Superior Service award.
• Resolved customer problems regarding reservation overlaps, automotive problems and related special needs.


University of South Florida, Tampa, FL
Bachelor of Arts, Business
Training Seminars in: Public Speaking, Customer Relations, Water Safety

PRWRA Laura DeCarlo - A Competitive Edge Career Service - -

Independent Contractor

Lee Robertson
604 Harmony Lane
Pleasantville, CA 94588
(925) 555-1234


A position employing my professional customer care abilities and clerical skills


Customer Service / Retail
• Entrusted to monitor alarm systems of commercial and residential establishments
• Recognized by superiors for excellent customer care, resulting in corporate commendation
• Prioritize responsibilities to handle multiple retail departments simultaneously
• Consistently maintain professional level of enthusiasm
• Extend exceptional courtesy and respect in person or on telephone
• Assist clients in making appropriate purchasing decisions
• Create appealing retail displays of merchandise or clothing to attract buyers
• Experienced cashier

• Efficiently enter new accounts online
• Accurately tabulate supply inventory to increase office efficiency / company profits
• Organize scheduling and plan delivery routes , adjusting accordingly for new clients / products
• Prepared to orient / train new employees to become effective members of work teams
• Experienced with standard office procedures / equipment
• Very high testing scores in Word Knowledge
• Familiar with various computer programs and data entry
• Unique Strengths(Features of character in the workplace determined by Personality Profiling assessment)
• Friendly / Prompt / People-Oriented / Practical


(Features of character in the workplace determined by Personality Profiling assessment)
Friendly / Prompt / People-Oriented / Practical


Independent contractor for Office Assistance and Custodial services

Uncle John's Self Storage
Harrisburg, PA

Vine's Vending
Harrisburg, PA


Alarm Telecommunication Center, Harrisburg, PA

Nationals, Incorporated, Harrisburg, PA
Phone Receptionist

Walden's, Harrisburg, PA
Sales Associate

Wal-Mart, Harrisburg, PA
Sales Associate


Employment Advancement Course
Harrisburg Career Solutions
Harrisburg, PA

PRWRA Jane Roqueplot - JaneCo's Sensible Solutions - 194 North Oakland Avenue - Sharon, PA 16146 - - - 724-342-0100 - 1-888-526-3267

Member Service Counselor

Robin Saunders
604 Harmony Lane
Pleasantville, CA 94588
(925) 555-1234


Central Connecticut University, New Bristol, CT
B.A., Psychology, Minor: Fine Arts

Mansfield Community College, Mansfield, CT
A.A., General Studies

Renworth Polytechnic Institute, Hartford, CT
"Working in Teams"

"Human Participants Protection Education for Research Teams"

National Institute of Health
On-line course


• Outstanding persuasion ability
• Work with patience and focus under pressure; adaptable
• Seek solutions to satisfy customer/client and company
• Well organized; skilled at analysis and planning
• Excellent telephone skills
• Proficient in PC and Mac software applications
• Efficient completion of clerical tasks
• Listen well; work with compassion and understanding
• Public speaking and education/training


• Crisis management in emotional situations; counseling and advocacy
• Handled customers by identifying needs and solving problems
• Cross-sold products and services; provided solutions to customer needs
• Received award for 385 volunteer hours at crisis center
• Raised top dollar donations from businesses and individuals
• Recipient of M. Clemwell Young Poetry Award


Association of Connecticut (AAC), Hartwick, CT
2000 - Present
Member Service Counselor

Sexual Assault Crisis Service, Birmingham, CT
1999 - Present
Counselor/Hotline Operator

Full Spectrum Computers, Winterbury, CT
1997 - 2000
Customer Solutions Representative

Grinder Service Manufacturing, Birmingham, CT
1994 - 1997
Customer Solutions Representative

PRWRA Frost T. Krist - Datatype Inc. - Hebron, CT 06248 - - - (860) 228-3542

Quality Assurance Professional

Drew Sterling
604 Harmony Lane
Pleasantville, CA 94588
(925) 555-1234

Quality Assurance Manager / Customer Service Manager / Data Analyst

Management career with proven track record of increasing department efficiency, establishing processes and exceeding customer expectations. Over 12 years experience in customer service, procurement of documents, reporting and data management. Professional manager with a strong work ethic and attention to detail. Strong leadership, problem solving and communication skills. Flexible, positive and responsive to change.


· Organized, efficient, and precise with strong communication and liaison skills.
· Skilled in planning and execution of special projects during time-critical environments.
· Decisive and direct, yet flexible in responding to constantly changing assignments.
· Enthusiastic, creative, and willing to assume increased responsibility.
· Skilled at solving customer relations problems.
· Effectively able to communicate with customers, staff and management.
· High initiative with strong self-management skills.


· Executive & Board Relations
· Regulator Reporting & Communications
· Confidential Correspondence & Data
· Special Events & Project Management
· Executive Office Management
· Staff Training & Development
· Crisis Communications
· Medical Billing Procedures/Terminology
· Critical Problem Analysis/Resolution
· Medical Records Management
· Accounts Administration
· Procedure Development/Refinement


University of Phoenix, Fort Lauderdale, FL
Bachelor of Science, Criminal Justice
Candidate for Graduation in May 2005
Concentration in Analysis and Fraud Research

Florida Memorial University, Fort Lauderdale, FL
Associate, Business Administration
Top 10%
Dean's List for 1999-2000

Keiser College, Fort Lauderdale, FL
Certified Medical Assistant


· Microsoft Word
· Internet
· Groupwise
· Direct Patient Care
· Stress EKGs
· Excel
· E-mail
· Signature
· Infection Control
· Nebulizer Treatments
· PowerPoint
· Novell
· Postpartum
· Skin/Venipuncture


· Registered Medical Assistant
· First Aid Certified
· OHSA Certified
· CPR Certified
· Water Safety Trained
· Fire Safety Certified
· Certified Monitor Tech
· HIV/AIDs and Bio-hazardous Certified
· JCAHO Certified


North Broward Hospital District, Fort Lauderdale, FL
1999 to Present
Quality Management Secretary
Transferred from NOVA to North Broward in 1999.
Pivotal administrative role at the core of quality control and management operations department. Centralized contact point for all communications, problems and administrative inquiries posed by health professionals, doctors, patients and relatives. Coordinated the work schedules of 8 staff members to assure smooth, effective processes and minimize potential for error.
· Identified flaws in tracking reports. Established new report checking system that effectively traced report activities including date completed, person dealing with report and dates distributed.

North Broward Hospital District, Fort Lauderdale, FL
1996 to 1999
Physician Office Specialist
Promoted from Front Desk Manager to Physician Office Specialist.
Entered invoices and proper documentation to insurance companies and purchasing data for hospitals, insurances, medical offices and pharmacies. Analyzed data entry systems and prepared recommendations for system-wide improvements.
· Designed standard input form to ensure consistent and complete data entry.

Nova, Fort Lauderdale, FL
1994 to 1996
Front Desk Manager
Promoted from Medical Assistant to Front Desk Manager.
High profile, administrative position. Directed administrative operations for hectic reception area. First point of personal and telephone contact for patients, medical practitioners, health care professionals and administrative workers, a fast-paced approach, and adherence to strict clinical protocols for confidentiality and communications were a daily imperative. Met stringent processes and timeliness in overseeing medical records management, admissions, discharges and, transfers making sure that the proper documents were acquired.
· Elevated the expertise and skill levels of the administrative team through coaching and development activities; focused on quality, daily operational procedures, Internet, and computer program usage.
· Appreciation was expressed by numerous patients and relatives for understanding and compassionate manner when dealing with stressful and problematic situations.

Nova, Fort Lauderdale, FL
1992 to 1994
Medical Assistant
Assisted professional personnel to plan, provide, and evaluate patient care including inpatient care, outpatient care, and emergency services.
· Provided medical technician support for over 2,500 adult and pediatric patients per month.
· Oversaw $50,000 of medical supplies and equipment, controlled and coordinated clinic requirements.
· Established, monitored and conducted initial and continuing education training requirements for personnel.
· Assisted in creation, revision, and implementation of operating instructions, policies, and job descriptions.
· Assisted in care and treatment of allergy patients, EKG, phlebotomy, pulmonary treatment and administration of immunizations.
· Maintained medical records, thorough and accurate in completion of reports and patient documentation.
· Organized, directed, and coordinated medical technician support for over 400 outpatient visits per month.

Marie L. Cajuste - -

Receptionist Best

Chris Golden
80 Center Drive, Tacoma, WA 83421 / Tel# (744) 555-8322 Email:

Position as Receptionist where attention to detail and outgoing personality will benefit corporate employees, visitors, and business associates.


· Professional Telephone Demeanor
· Business Correspondence
· People and Service Orientation
· Adept with Technology
· Customer Focused
· Transcription Typing 85 wpm
· Positive Corporate Representative
· Accurate and Detail Oriented


March 2002 – Present
Greeted visitors to Corporate Headquarters. Managed general corporate e-mail, voicemail, and foot traffic for a 3000-employee organization. Conducted tours of manufacturing facilities and site operations.
· Enthusiastically represented the company by professionally greeting visitors.
· Designed and assembled welcome kits for new employees.
· Conducted personalized tours for new employees as part of the orientation program.
· Hosted weekly inter-departmental gatherings to foster communications across business units.
· Coordinated appointment schedules and resolved scheduling conflicts for 15 managers.
· Received numerous accolades and letters of appreciation from customers and visitors.

July 2001 – March 2002
Provided general office support by typing documents, filing reports, entering data, ordering supplies, and answering phones. Coordinated meetings and managed schedules for ten managers.
· Supported six departments, managing voicemail and e-mail for all department managers.
· Typed documents at a rate of 85 WPM with 98% accuracy.
· Efficiently operated copy and fax machines to reduce equipment misuse.
· Designed comprehensive filing system, reliably filed and retrieved confidential records.

January 2001 – July 2001
Answered and directed general calls. Initiated calls on behalf of executives and off-site sales staff.
· Maintained records of departmental telephone information to reduce misdirected calls.
· Promptly answered telephone calls to reflect professional corporate image.
· Assisted with transition to XRC-2000 phone system by verifying standard procedures.

Customer Service Certificate, 2001
Washington Adult Education Center, Tacoma, WA