The document is a resume for Linda Smith that summarizes her strategic value in customer service. It outlines her contributions in improving customer satisfaction and retention rates through more calls handled, fewer callbacks, and over 100 customer testimonials. It also details how she developed training courses to reduce call times and increase sales. The resume concludes by stating how Linda can help companies reduce call times by 15%, increase sales by 18%, and improve retention by 10%.

1. Linda Smith’s Strategic Value
in Customer Service
70 Villa Canyon #490, Tampa, FL 33617
Phone: 813-421-0001 Email: lsmith@charter.com
LinkedIn: www.linkedin.com/in/lindasmith
Raising the Bar for Customer Satisfaction and Retention!
It only takes a minute to read this and
discover the value I can bring to your company!
Date: 6/5/2012 Linda Smith’s Strategic Value 1

2. Strategic Business Value
Customers
Linda
Smith
Training Sales
Customer Service Success is
Managing Customers, Training, and Sales
That’s What I Do Best!
Date: 6/5/2012 Linda Smith’s Strategic Value 2

3. Customer Contributions
LS
• Took an average of 20% more calls per day than any other
customer service rep
• Resolved customer problems quickly and thoroughly with fewer
than 3% callbacks
• Succeeded in managing major conflicts with key customers to
retain their business and our company’s financial position
• Received over 100 customer testimonials, more than any other
customer service rep in the department
To be served, you have to be able to serve!
Date: 6/5/2012 Linda Smith’s Strategic Value 3

4. LS Training Contributions
• Developed a Call Time Reduction course to reduce the per call time
of customer service reps by an average of 15%
• Created a Conflict Resolution workshop to help customer service
reps deal more effectively with angry customers
• Built an Increase Sales & Commissions course to train customer
service reps how to sell more low interest, balance transfer credit
cards to customers
Training & coaching are the foundation of employee success!
Date: 6/5/2012 Linda Smith’s Strategic Value 4

5. LS Sales Contributions
• Sold new products to over 30% of the customers calling in for
support - higher than any other customer service rep
 Identified the critical elements of may sales system and taught it to
the rest of the customer service team
 Duplicated my sales system throughout the entire customer service
department
Selling involves listening and identifying appropriate solutions!
Date: 6/5/2012 Linda Smith’s Strategic Value 5

6. How I Can Help Your Company
• Reduce the per call time of customer service reps by 15%
• Develop and deliver customer service training in the areas of
conflict resolution, active listening and sales
• Increase sales of products to customer service callers by 18%
• Improve customer retention by 10%
The CEO Citigroup Customer Server said, “Linda is the most
dynamic, creative and dedicated senior customer service
representative we’ve ever had. She has taken the lead in improving
customer service method and revenue throughout the department
through her innovative ideas and training. She is a natural leader!”
Let’s arrange a time to talk about our next steps!
Date: 6/5/2012 Linda Smith’s Strategic Value 6