5800 Osuna Road NE #46

Albuquerque, NM 87109 Home: (505) 830-6915

Cell: (505) 450-5034
Email: jk722286@westpost.net

Judy E. Kneebone
Objective Performance-driven professional Customer Service Advocate seeking full
-time position with company that excels in great customer service.
Experience

2006 - present Kohl's Alb

uquerque, NM
* Jewelry Specialist
* Jewelry Department Supervisor.
* Assist customers, merchandising displays, maintain inventory control.
* Improved jewelry sales by 31% within one year
2005-2006 T-Mobile USA Albuquerque, NM
Technical Care II Coach
* Coached and developed team of 15 representatives in providing world class cust
omer service and technical support.
* Performed administrative and disciplinary processes to ensure quality, policie
s, and T-Mobile values followed.
* Consistently maintained or exceeded company performance expectations.
2004-2005 T-Mobile USA Albuquerque, NM
Offline Coach
* Redesigned Return Mails Department resulting in $42 million savings per quarte
r for company.
* Supervised/trained a team of contracted representatives to become one of the t
op three production teams in offline call center.
* Consistently maintained or exceeded expected customer service levels for Suppo
rt Services division of company.
* Assisted Billing Research Department to resolve complex billing issues.
1999-2004 T-Mobile USA TN, PA
Professional Facilitator
* Superior skills using Adult Learning Theory to engage learners and transfer le
arning to exceptional performance results.
* Expert in soft skill and technical delivery to new employees and leadership.
* Create exercises, role-plays, and activities to support application of learnin
g.
* Move learners, peers, and leadership toward superior Customer Service that del
ivers one call resolution.
* Multi-department leadership partner on a local and national scale. Analyze, a
udit, and coach for improvement in all metric areas: Quality, call resolution ti
me, adherence to schedule, accuracy of credits and adjustments.
1981-1998 Shop-Rite #405 and #467 Bethlehem, PA
Customer Service Manager
* Managed an average staff of 70 employees to include employment decisions, sche
duling, training, and direct supervision.
* Increased weekly sales revenue to $500,000.
* Secured 13% quarterly savings by developing and implementing time-saving data
analysis procedures.
* Improved regional survey results for Customer Satisfaction by 8% (to 97%) by i
nstituting consumer driven policies and procedures that improved visiting experi
ence.
* Facilitated installation of 4 computer-based POS systems.
* Coordinated company programs for community involvement.
Education B.A. Management and Human Resources
* Degree completion date: August 2004
* Full-time employee while obtaining Bachelor's Degree. Attended Pennsylvania S
tate, Muhlenberg, Cornell, Northampton Community, and Trevecca Nazarene Universi
ty.