This document is a resume for Debora A. Koehler summarizing her professional experience and education. She has extensive experience in call center management, training and development, and client relations. Her most recent role was Assistant Manager at GC Services from 1991 to 2015 where she oversaw 100+ employees and ensured customer and client satisfaction. She is seeking an opportunity to utilize her leadership and customer service skills at a well-established organization.

1. Debora A. Koehler
154 Bent Oak Trail
Fairport, NY
14450
(314) 814-7161
debbydoo64@gmail.com
SUMMARY
I am a management professional bringing extensive call center experience in inbound, outbound
and blended environments. I offer strength in training and development, client relations and
problem solving. Searching for the opportunity to contribute a positive attitude at a well-
established organization, where by I may utilize my leadership and customer service skills and
experience to enhance the company. My strengths include ability to effectively build and
maintain client relations, prioritize and organize effectively, ability to maintain confidentiality, and
the willingness to accept new challenges.
PROFESSIONAL EXPERIENCE
GC Services
Assistant Manager May 1991–April
2015
I was with this company for 25 years, in which I excelled in providing friendly but professional
customer service. I began at ground level and worked my way up to a management position
where I was responsible for 100+ employees which were segmented into teams. My
responsibilities and duties included both ensuring and reporting production levels, conducting
various meetings and conference calls and striving to keep office moral up as well as promoting
teamwork throughout to ensure both customer and client satisfaction. I managed time cards and
work scheduling for each employee. My management responsibilities also included promoting
and enforcing company policies and procedures, identifying top performers, conducting
interviews for potential new hires and managing Quality Assurance overall.
In addition some I also investigated and resolved customer inquiries and complaints in an
empathetic manner, cross-trained and supported other customer service managers, promptly
responded to inquiries and requests from escalated customers, developed highly sensitive client
relationships and earned a reputation for exceeding service standard goals, identified individual
development needs with appropriate training and fostered an environment which encouraged
continual process improvements.
7-11 Convenience Stores
Customer Service/Cashier October 1985-November 1988
• Assisted customers in selecting items based on needs.
• Developed reputation as an efficient service provider with high levels of accuracy.
• Stocked shelves and supplies and organized displays.
• Organized racks and shelves to maintain the visual appeal of the store.
• Developed positive customer relationships through friendly greetings and excellent
service.
• Operated a cash register for cash, check and credit card transactions with 100%
accuracy.

2. • Cleaned and organized the store, including the checkout desk and displays.
• Identified potential shoplifters and alerted management.
• Trained 2-3 new sales associates each quarter.
• Completed all point of sale opening and closing procedures, including counting the
contents of the cash register.
• Resolved all customer complaints in a professional manner while prioritizing customer
satisfaction.
• Fostered a positive work environment by consistently treating all employees and
customers with respect and consideration.
1988-1991
During this time I stayed home to focus on raising my children, gave birth to my two
youngest children. I volunteered as needed at the school attended by my two older
children and provided in-home childcare.
EDUCATION
Oscoda High School - Oscoda, Michigan 1980-1982
GED