Whitesell
Customer Service Representative @Byu Independent Study
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WORK HISTORY
Customer Service Representative @Byu Independent Study
Provo, UT, US
Provided frontline support by answering an average of 60 calls and 20 emails per week, assisting students/customers with issues related to their courses, and resolving issues within a timely manner- Developed strong problem-solving abilities and applied de-escalation skills, successfully diffusing 5 difficult situations per week and reducing escalations to higher-level support- Trained and mentored 18 new employees, introducing them to company protocols and ensuring they were fully operational within 3 weeks, resulting in an increase in team productivity- Promoted to Team Leader after consistently exceeding performance metrics, leading team-wide trainings for 8 employees, and improving team customer satisfaction scores- Honed essential customer service soft skills, including active listening and communication, contributing to an increase in customer satisfaction and a 20% reduction in average resolution time.
EDUCATION
Brigham Young University Marriott School of Business
Bachelor's degree, Human Resources Management and Services
ABOUT WHITESELL
I am a motivated Human Resources student with experience in leadership, employee relations, and talent development. Through academic study and hands-on experience, I have built a strong foundation in key HR areas such as recruiting, training, and organizational development.My leadership background includes serving in roles where I guided, trained, and supported diverse teams to achieve shared goals. These experiences strengthened my skills in communication, problem-solving, and conflict resolution—skills I now apply to building positive workplace cultures.I am particularly passionate about helping organizations attract and retain top talent while creating environments where employees feel engaged and valued. I am currently seeking opportunities to further develop my HR expertise through internships and professional experiences in talent acquisition, employee development, and HR strategy.
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