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