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•Recognized as "#1 Customer Service Rep" (out of 20 reps in division) in Fall 2004. Ranking was
based on accuracy, customer service, duration of calls and availability.
•Co-developed on-the-job training program that reduced training time from eight weeks to five.
•Contributed to an 8% sales increase in 2004 by improving lead-generation and sales-tracking
4/2001-6/2001, ActionStudies Customer Service Skills Training, Hartford, CT
Completed five 4-hour modules of customer service training. Topics included how to:
•Greet transfer and hold calls
•Build rapport, listen, clarify and manage conversational flow
•Manage upset customers, conflicts and challenging situations
•Deliver outstanding service, exceed expectations and build long-term loyalty
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