The applicant is seeking a position that allows for growth and development where individual achievements are recognized. They have over 15 years of experience in customer service roles, including positions at Sprint, Avis Rent A Car, Dollar General, and Check N Go. Their experience includes customer service, cash handling, managing employees, and using various software programs. They aim to provide excellent customer service and motivate team members.

1. OBJECTIVE
Pursuing a position which requires a motivated, above average person, where individual
achievements and performances will be recognized, thereby allowing opportunities for
growth and development.
WORK EXPERIENCE
Customer Service Representative
May 2009 - August 2009 (not positive of dates)
Check N Go | Killeen, TX
Face to face customer service representative. I processed pay check advance loans,
maintained records, collected payments on current loans as well as made outbound
calls to past due customers. Responsible for my cash drawer, the safe, and petty cash
on a daily basis. Outbound calls to prospective customers, provided information as well
as loan requirements. Check cashing, Money Gram money orders.
Customer Relationship Management,
Lead Escalations Finance Rep
September 2004 - July 2008
Sprint | Temple, TX
Telecommunications Services
Customer service at an inbound call center, created payment arrangements, learned
any and all new products that became available. As new projects presented
themselves, I motivated my team mates as well as took the initiative to help in the
training. Took the "one call resolution" one step further and taught myself customer care
skills as far as changing plans to eliminate the customer being transferred to different
departments. In addition to handling the regular escalation calls, I assisted with
supervisor calls when needed. I am a very big team player and motivator. I thrive in
providing customer service, I believe in treating others how you would expect to be
treated. I am always looking for something more challenging and learning new things to
better myself. Proficient in People Soft Software
Assistant Store Manager

2. December 2003 - May 2004
Dollar General | Killeen, TX
Basic retail, customer service, set store to monthly planner, ensure product is on the
floor to provide customers with a positive shopping experience. Hire prospective
employees and train to exceed company expectations. Unload weekly truck and
restocked. Cash management. Assisted District Manager in cleaning up stores around
our district. Helped set up for inventories as well as paperwork to prepare for the
inventory. Scheduling under budgeted hours, payroll.
Sr. Shift Manager
November 2000 - August 2003
Avis Rent A Car | Oakland, CA
Managed the Oakland Airport without a District Manager or Airport Manager
successfully for two months. As I first arrived from our Fleet Distribution office the
Airport Manager handed me the locations keys, walked out and said he quit. Worked 39
days straight days and nights in order to not overwork my two new managers I hired.
Managed 126 union employees located in different work groups. Completed payroll for
all employees including all of the management team on a weekly basis. Completed
head count reports as well as overtime stat reports for weekly management team
meeting. As new employees were hired I entered all information into our system to
ensure a timely paycheck, if not I ordered paychecks through headquarters to be given
to new employees on payday so they could be paid on time. Handled large deposits,
balanced and audited 5 cash drawers daily and completed bank transactions throughout
system to headquarters. Set goals for the shift/individuals to ensure procedures are
followed and operations are covered. Loaded all rates in the system based upon car
availability. Schedule employee hours to cover all shifts per business demand.
Increased productivity while cutting costs, and overtime. Business forecasts hourly,
daily, weekly and monthly to ensure fleet availability. Gained a positive relationship with
the Joint Task Force as well as the Oakland Raiders, ensured cars were readily
available for both no questions asked. Loaded all rates in the system based upon car
availability. Audit daily and weekly management reports including overdue cars,

3. arranged for payment to be made or the car to be repo'd. Worked with our headquarters
office to ensure Avis received money that was due. Upon completion forwarded to
District Manager. Interaction with customers on daily basis to provide a positive rental
experience.
Fleet Distribution Supervisor/DMV Supervisor
April 1999 - November 2000
Avis Rent A Car | South San Francisco, CA
Responsible for ensuring proper fleet mix to all rental locations in the bay area.
Supervise 75-100 shuttle drivers daily, ensure cost effective shuttling , as well as
maintaining utilization of each car group. I was chosen by our California Distribution
Manager to learn the DMV process, attended training in Los Angeles, I was then In
charge of distributing re-registration tags to all of Northern California and Reno, Nevada.
I was the only fleet manager to have access to the DMV computer, supervised two other
DMV clerks. Shared responsibility of printing registrations of new vehicles to be in
fleeted to meet rental demands. I have had the opportunity to understand procedures of
the turnback policies Avis follows as well as wholesale process of vehicles.
Rental Sales Agent
September 1998 - April 1999
Avis Rent A Car | Oakland, CA
Ensure the best customer service to each and every customer. Book and modify
reservations . Responsible for individual cash drawer/deposit . Took on the
responsibility to audit all station exception reports which included past due vehicles,
stolen vehicles, turnback/wholesale cars and cars that were sitting and needed revenue.
Learned how to complete a car count which showed availability of vehicles that were
ready for rental by vehicle class and cars due to return by certain time frames, showing
all vehicles available for revenue based on reservations and cars due to return, upon
completion forwarded to Airport Manager. Worked any and all overtime available, all
shifts when needed including holidays and weekends. Learned how to close out the
business day with reports and completed the “DBR” daily business report.

4. Lead Rental Sales Agent
August 1996 - September 1998
Avis Rent A Car | Gainesville, FL
Responsible for cash balancing for both Gainesville locations as well as daily business
reports. Audited all management reports and upon completion forwarded to District
Manager in Jacksonville, FL. Loaded all rates in the system based upon car availability.
Managed airport for three weeks while manager was on vacation during one of the
busiest times of the year. Was successful with one other employee due to illness and
conflicting vacation schedules. Designed a 4hr shift schedule in order not to overwork
my only employee. Worked 16 days straight from open to close, serviced cars, as well
as shuttled to the lot for customer availability. Supervised three Rental Sales Agents
and 7-10 long distance drivers daily. Interviewed all applicants and aided in final
decisions, trained all new employees.
EDUCATION
High School or equivalent,
Graduated June 1993
Key West High School | Key West, Florida
SKILLS
Excel, 10 key,
Word Intermediate
Word Intermediate
Power Point Intermediate
Access Beginner
LANGUAGES
Engli
sh
Flue
nt

5. REFERENCES
Laura Smith
RN, Urgent Care Clinic
254-462-6605
Personal
Monica Love
Supervisor, Sprint
254-534-2330
Monica.Love@sprint.com
Professional
Jassen Torsza
Electrician, KTS Electric
254-338-3353
Personal
Skype username~ shellyrmccoy
Mobile number 254-449-5391

6. REFERENCES
Laura Smith
RN, Urgent Care Clinic
254-462-6605
Personal
Monica Love
Supervisor, Sprint
254-534-2330
Monica.Love@sprint.com
Professional
Jassen Torsza
Electrician, KTS Electric
254-338-3353
Personal
Skype username~ shellyrmccoy
Mobile number 254-449-5391