ELIZABETH KERSEY
Murfreesboro
Summary
Experienced with customer relationship management, ensuring high levels of customer satisfaction and retention. Utilizes persuasive communication techniques to drive quality and foster customer loyalty. Track record of effectively collaborating with team members to achieve company objectives and maintain positive work environment.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Supervisor Quality Training
INGRAM CONTENT
Nashville, TN
06.2018 - Current
- Served as customer care agent at Ingram Book Company call center, supporting wholesale customers with order placement and service inquiries. Moved to the Ingram Publisher Services department in February of 2019 changed my focus to IPS customers. This added IPS training to my experience. I handled calls and emails related to IPS customers. Acquired knowledge of event ordering processes. Received training in e-commerce practices. In 2021 I transferred to the IPS Specialty Desk and became the IPS International specialist. In 2022 I was promoted to Quality Training Specialist for Customer Care. Designed and facilitated new hire training, researched content for the Zendesk guide, and redesigned the quality monitoring form using advanced Excel knowledge. Promoted to Supervisor of Quality and Training, overseeing quality initiatives and training programs.
- Supervised daily operations, ensuring adherence to company policies and procedures.
- Mentored team members, enhancing skills and fostering a collaborative work environment.
- Streamlined workflows, improving efficiency and reducing operational delays.
Customer Service Representative
COMDATA/FLEETCOR
Nashville, TN
11.2017 - 06.2018
- Worked as a customer service agent, handled calls related to the service and support of several lines of Mastercard.
Customer Service Representative
COMFORT SUITES
Batesville, MS
04.2017 - 11.2017
- Worked at the Front Desk as a Clerk and Night Auditor. Checked guests in and out of the hotel, maintained computer and paper records of guest accounts, and managed all functions of the front desk, including a multi-line telephone system. Processed and maintained records associated with the night audit. Processed the night audit on night shifts by pulling and reconciling all reports for management.
Customer Service Representative
MARKET SOURCE
Sacramento, CA
04.2013 - 11.2015
- Representing Hewlett Packard products at Big Box retail stores, Trained sales representatives on Hewlett Packard computers, printers, and services. Traveled to various stores to provide on-site support and training. Assisted store personnel in effectively presenting and selling Hewlett Packard and other technology products, contributing to increased customer engagement.
Human Resources Administrative Assistant – L3-Vertex
AEROTEK
Jackson, MS
07.2012 - 09.2012
- Collaborated with Aerotek on a contract with L-3 Vertex, gaining hands-on experience in Human Resources within a major company. Recognized limitations for advancement at Lockheed Martin due to satellite office structure, prompting pursuit of opportunities with L-3 Vertex. Supported operations at L-3 Vertex, a central player in Mississippi's job market.
Customer Service Representative
LOCKHEED MARTIN
Clinton, MS
08.2011 - 07.2012
- Held Public Trust Security Clearance to ensure compliance with federal standards. Collaborated with Lockheed Martin to support Transportation Security Administration operations. Assisted applicants throughout recruiting and hiring process on TSA HRAccess Help Desk, providing timely and accurate information to facilitate their journey.
Education
B.B.A. Marketing -
Delta State University
01-1986
Associates of Science - Aviation Maintenance
Northwest Community College
01-1992
Associates of Science - Electronics
Northwest Community College
01-1990
Skills
- Microsoft Office, Word, Outlook, PowerPoint, Excel, Visio, Training Development, and Zendesk
- Teamwork and collaboration
- Time management
- Training and mentoring
- Goal oriented
- Staff management
- Training development
- Problem-solving skills
- Customer service
Certification
- Pharmacy Technician Certification: November 30, 2009. (Re-Certification 2011)
- TESL Certification from TFLI (Tennessee’s Foreign Language Institute) - English as a Second Language Certified Instructor: June 4, 2009.
Timeline
Supervisor Quality Training
INGRAM CONTENT
06.2018 - Current
Customer Service Representative
COMDATA/FLEETCOR
11.2017 - 06.2018
Customer Service Representative
COMFORT SUITES
04.2017 - 11.2017
Customer Service Representative
MARKET SOURCE
04.2013 - 11.2015
Human Resources Administrative Assistant – L3-Vertex
AEROTEK
07.2012 - 09.2012
Customer Service Representative
LOCKHEED MARTIN
08.2011 - 07.2012
Associates of Science - Electronics
Northwest Community College
B.B.A. Marketing -
Delta State University
Associates of Science - Aviation Maintenance
Northwest Community College