Customer Service

Terrica Cayson 321 Robertson Ave. Lexington Ky. 40508 Cell: 859-629-5224 Home: 859-317-9130 PROFESSIONAL EXPERIENCE: FAYETTE COUNTY DETENTION CENTER —Lexington , Ky Corrections Officer/Inmate Accounts, 2010 to 2012 CERADYNE INC. — Lexington , Ky Concierge/Front Desk, 2005 to 2008 ACS — Lexington, Ky Customer Service Specialist, 2004 to 2007 CAREER SNAPSHOT: Two years of commended performance in key customer service and support roles. Expert in customer care/communications, problem solving, relationship building and user training and support. MS Office “power-user†with additional proficiencies in assorted databases. Awards “Top Performer†Award, 2005, 2008 Six-Time “Employee of the Month,†2004 to 2006 Five “Service Star†Awards, 2009 to 2010 Computer Skills Word, Excel, PowerPoint, Access, Outlook -MISSION STATEMENT- Strive to exceed customer/ employer expectations by delivering second-to-none service. Maintain customer centricity in all initiatives and interactions, always putting the customer first. -ACS — Lexington, Ky Customer Service Specialist, 2004 to 2007 Customer Service & Support Specialist Offering an award-winning track record of customer care excellence within high-volume environments that include… Call Centers Online Support Customer Service Desks -Key Skills: World-Class Customer Service Troubleshooting/ Problem Solving Up-Selling/Sales Support Customer Order Fulfillment Call Center Operations Technical/User Support Complaint Handling Reports & Documentation Type 52 words per minute Provided telephone, online and face-to-face customer service/support within high-volume call centers (handling an average of 95 calls/internet inquiries daily), busy retail customer service desks and five-star resorts. -Performance Review Excerpts “…For the second year in a row, Terrica has been the top performer on my team…exceeded her call metrics goals by 15%...excellent communication, technical support and troubleshooting skills…excels in working independently in a fast-paced environment… has become my #1 trainer of new hires…†(2007 Performance Review, ACS, Inc.) “…Terrica exemplifies excellent customer service…consistently thinks outside the box and finds creative ways to solve customer problems… Identifies opportunities to increase customer retention and satisfaction through the use of up/cross-selling strategies and excellent communication skills… well organized, with the ability to multitask and prioritize workload… documents in detail all interactions with customers…†(2005 Performance Review, ACS -CERADYNE INC. — Lexington , Ky Concierge/Front Desk, 2005 to 2008 Answered multi-line phone Utilized fax machine, copier, scanner, printer Handled applications from applicants Scheduled interviews with Human Resources Transferred calls to proper department or person Ordered office supplies when needed Created reports using Microsoft Excel and Microsoft Word Created projects to demonstrate data for important meetings using Microsoft PowerPoint -FAYETTE COUNTY DETENTION CENTER —Lexington , Ky Corrections Officer/Inmate Accounts, 2010 to 2012 Maintained safety and control in all housing units Supervised up to 80 male or female inmates Created a schedule during shift (feeding, recreation, NA/AA meetings) Reported directly to assigned Sergeant of the shift Processed inmates into jail/custody Constant contact with pretrial, courts/prosecutors, and attorneys -EDUCATION: Kaplan University— Criminal Justice, 2010

  • ID#: 68265
  • Location: Lexington, KY , 40508

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