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REUBEN S. MCCLAIN, 3RD 5306 Birdcreek Drive • Killeen, Texas 76543 • mcclain82@live.

com • 254 5349 QUALIFICATIONS SUMMARY Highly personable Customer Service Professional with over eight years of experie nce in account and revenue management, claims and sales processing, and call-cen ter operations within the financial services, educational loan services, and exe cutive response team/escalations. • Talent for identifying customer needs and presenting appropriate company product and service offerings. • Demonstrated ability to gain customer trust and provide exceptional follow-up, l eading to increased repeat and referral business. • Track record of assisting in the propose and implementation of reporting procedu res that reduce company costs and improve customer-satisfaction ratings. • Expertise in resolving escalated customer service issues. • Secured numerous company achievement awards for delivery of exceptional customer service. • Proficient with Lotus Notes and Microsoft Office System (including Microsoft Wor d, Microsoft Excel, Microsoft PowerPoint®, Microsoft Access, and Microsoft Outlook®). PROFESSIONAL EXPERIENCE Macy’s – Temple, Texas 2010 to Present Sales Associate (2010 to Present) Serve as Customer Care Associate for a major retail industry with products inclu ding but not limited to clothing, bedding, and furniture. Demonstrate outstanding customer service skills, meeting hourly selling and loya lty program standards, providing product knowledge to our customers and working as part of a team to meet individual, department and store objectives. • Adherence to Loss Prevention control and compliance procedures. • Enjoy meeting and interacting with customers; demonstrate an enthusiastic and po sitive attitude. • Ability to work as a team player in a fast-paced environment, handling multiple priorities and quickly learning new procedures. • Exhibit knowledge of store products and services, using this knowledge to build sales. • Ability to communicate effectively with customers, peers and management. • Skill to handle physical requirements to accomplish daily responsibilities. Silver King International – Leander, Texas Assistant Customer Service Manager (2010 - present) Recruited to provide top-notch service to customers with in-home demonstrations of our revolutionary air-purification and cleaning systems. Processed vacuum cle aner orders, answered questions, responded to concerns, and alleviated delicate situations with professionalism and sensitivity. Assisted Area Manager in creati ng and updating training materials. Prepared weekly reports for Area Manager. • Selected to provide demonstrations for the Leander, North Austin, and Round Rock . • Achieved excellent responses from prospective customers and existing customers o f our exceptional products and services. • Received Customer Service Award for outstanding track record of positive custome r feedback. G.C. Services – Copperas Cove, Texas 2009 to 2010 Unit Manager As Unit Manager, handled in-bound calls from Toyota/Lexus owners to assist custo mers in collections and financial services provider. Promoted to lead team of 15 employees in daily call center operations. Investig ated and resolved customer concerns in collaboration with respective agency and

other departments. Prepared written responses to Customer Service, Executive Res ponse Team, and Management inquiries. Provided feedback on volume and trends to determine representative education needs and improve customer satisfaction and r etention. • Participated in training and development for new hires to continue excellent cus tomer service responses. • Dramatically increased revenue by solving customer issues efficiently and with t remendous accuracy. • Increased employee knowledge by assisting with development and implementation of product-awareness program. • Enhanced employee performance and attendance through daily mentoring, one-on-one discussions and motivational strategies. • Received outstanding positive comments from team members on employee reviews, as well as exceptional feedback from senior management. THE HERTZ CORPORATION – Temple, Texas 2007 to 2009 Manager Assistant Served as member of the management team in providing our customers of profession al or personal nature car rentals from the largest car rental brand in the world . Interfaced with customers to identify needs, field questions, and facilitate ren tal sales. Provided product information, completed daily transactions, and resol ved issues as needed. Coached and mentored new employees in customer-service pro cesses and company policies. • Played key role in increasing sales and marketing in the Killeen/Fort Hood area. • Received several awards and recognitions for top sales in Southwest Region. • Received numerous accolades from senior management for consistently providing ex cellent service and tactfully resolving sensitive issues. EDUCATION AND TRAINING Bachelors of Science in Behavioral Psychology • SOUTHWESTERN ADVENTIST UNIVERSIT Y – Keene, Texas