TOWSON, MD - Email: firstname.lastname@example.org
John Sheridan Resume
To contribute to a growing organization through exceptional customer service focused on product knowledge, sales and retention
May 2007 – May 2009 Custom Direct LLC Joppa, MD
Contact Center Consumer Phone Agent May 2007 – May 2008
ï‚§ Processed financial product phone orders including confidential banking information
ï‚§ Maintained and exceeded established sales and service standards
ï‚§ Provided outstanding customer service to ensure customer retention
ï‚§ Communicated with customers in a professional manner
ï‚§ Assisted other agents with phone scripts and developed best practices
Contact Center Business Phone Agent May 2008 – August 2008
ï‚§ Process financial product business phone orders including large volume orders for both large and small businesses
ï‚§ Established working relationships with business contacts to improve retention rates and customer satisfaction ratings
EZShield Contact Center Resolution Specialist August 2008 – May 2009
• Researched and resolved customer complaints related to fraud protection issues
• Followed up on Fraud and Identity Restoration Claims
• Assisted customers with multiple product issues including check fraud protection and identity restoration
June 2006-August 2006 The Harley Davidson Store Baltimore, MD
Customer Service/Sales Associate
ï‚§ Assisted customers with purchases and product questions
ï‚§ Managed inventory control process
ï‚§ Restocked display shelves
March 2006-May 2006 Thompson Toyota Edgewood, MD
ï‚§ Assisted customers with purchasing vehicles and questions related to products/options
ï‚§ Responsible for vehicle exchanges and inspections
ï‚§ Assisted with inventory control process
Dec 1981-July 2004 United States Postal Service Baltimore, MD
Distribution Clerk, Mail Carrier, Acting Supervisor
ï‚§ Delivered and processed mail
ï‚§ Provided exceptional customer service
ï‚§ Trained other employees on proper policies and procedures
ï‚§ Directed employees in reference to work flow
Education and Military Experience
1977-1981 Harford Community College Bel Air, MD
ï‚§ Courses in Business Administration
ï‚§ Received GED in state of Maryland
1968-1971 Honorable Discharge from Army
Retired from Air National Guard
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