         GROUP FITNESS INSTRUCTOR           Summary     Seasoned customer service specialist with background in providing advice on diverse customer situations. Results-oriented professional with diverse background in management and customer service. Dedicated to providing excellent customer service and making operational and procedural improvements. Talented leader and robust ability to communicate needs and effectively deliver knowledge to staff. Administer strong teams and efficient systems, positively impacting business growth and downsizing objectives. Attention to details.       Highlights         Client relations specialist  Conflict resolution techniques  Team management  Focused on customer satisfaction  Talent development  Training and development  Recruitment          Skilled multi-tasker  Scheduling  Deadline-oriented  Microsoft software proficiency  Meticulous attention to detail            Accomplishments      Played an instrumental role in increasing customer satisfaction ratings index from 75% to 86% within 5 years as Senior Customer Service Representative.  Provided required weekly, monthly and quarterly reports listing sales figures and client track records.  Assisted in the managing of the company database and verified, edited and modified members' information. Customer Service   Researched, calmed and rapidly resolved client conflicts to prevent loss of key accounts.  Preserved an accuracy of 90% during 10 years of employment.        Experience      Group Fitness Instructor    September 2010   to   April 2015     Company Name   －   City  ,   State      Explained ways to measure exercise intensity for the best results.  Designed each class to match the skill and learning levels of all participants.  Suggested exercise modifications to individual students to avoid strain and injury.  Encouraged members to continue attending group fitness classes.  Tracked class attendance and monitored class size to gauge the effectiveness of promotions.           Senior Customer Service Representative	    October 2005   to   April 2015     Company Name   －   City  ,   State      Developed, implemented and monitored programs to maximize customer satisfaction.    Served as a point of contact for members with discrepancies or complaints  Addressed 30 website inquiries per day, converting 30 into renewal customers.  Maintained up-to-date knowledge of organizational policies regarding payments, returns and exchanges.  Created new processes and systems for increasing customer service satisfaction.  Process literature orders (books and pamphlets) and contributions by inputting payments such as cash, checks, or credit cards     Excelled in exceeding daily credit card application goals  .Cross-trained and provided back-up for other customer service representatives when needed.  Receive 20-30 inbound calls that include researching accounts, shipping errors general shipping estimations, or providing inventory count on a daily basis   Maintain customer mailing address database system.          Customer Service Representative    December 2003   to   June 2004     Company Name   －   City  ,   State      Coordinated daily routes and assigned installation and repair to HVAC technicians through database.  Served as a primary liaison between HVAC equipment distribution centers and fifteen field service technicians.  Included procuring, billing, processing purchase orders, and invoices of equipment parts for the accounting department.   Delegated work flow to technicians based on priorities of inbound calls regarding installation and equipment repairs   Maintained monthly logs of customer HVAC equipment preventative maintenance and performed outbound calls to schedule appointments.          Dispatcher/ Customer Service Representative    February 2000   to   August 2003     Company Name   －   City  ,   State     Oversaw scheduling for the day-to-day activities of 18 waste transportation employees.  Negotiated contracts with outside providers to minimize costs to the company and customers.  Evaluated operational records including driver daily logs DOT and waste transfer stops to assure compliance to state regulations  Created scheduling adjustments to efficiently maximize waste removal    Contacted customers prior to delivery to confirm and coordinate delivery times.          Education      Bachelor   :   Arts Human Resource Management  ,   2013    Saint Leo University   －   City  ,   State              Skills     Account Management, E nthusiastic people person,  Advanced problem-solving,  Great organizational skills , Active Learning, Calendaring, Client Relations, Computer Proficiency, Coordination, Critical Thinking, Customer Needs Assessment, Customer Service, Data Collection, Data Entry, Documentation, Email, Executive Management Support, Filing, Grammar, Internet Research, Research, Scheduling, Service Orientation, Speaking, Spreadsheets, Telephone Skills, Time Management, , Type 48 WPM, Typing, Writing, Letters and Memos, Microsoft Excel, Microsoft Office Suite, Microsoft Outlook, Microsoft PowerPoint, Microsoft Word, Minute Taking, Multi-Task Management, Organizational Skills, Prioritization, Proofreading, Reading Comprehension                         