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Theresa A. Kaufman

Customer Service Representative


I am a polished professional customer service representative. Highly motivated and results driven with excellent organizational skills and a positive enthusiastic work ethic.

 I am experienced in many aspects of call center operations as well as an experienced customer care professional who monitors and supervises the performance of team members. I have ability s to create a service-oriented and professional working environment by executing necessary duties. I have knowledge of all reporting aspects, communications technology and terminology as well as organizational procedures.  Accomplished in areas which involve consumer transactions, responding to inquiries received via telephone or email, web orders, up selling product, providing exceptional customer service and process improvements as you will read on my resume.  

Areas of Expertise

  • Interpersonal skills Customer service management    
  • Coaching team members
  • Witness soft phone system
  • Complaint resolution Centre View
  • SAP mail order/catalog system
  • Avaya phone system
  • Excel
  • Vista/XP
  • Microsoft Word
  • PowerPoint

Professional Development

  • 10/08  Stephen Covey: The 7 Habits of Highly Effective People
  • 02/09  Stephen Covey: Time Management Course
  • 04/08  Fierce Conversations Seminar and Training
  • 03/06  Nominated for World Class Customer Service Representative
  • Participant in Six Sigma and Lean training
  • Professional writing workshops

Work experience

Jan 2012Present

Para Professional

Board of Education Enfield, CT
  •  Assist the classroom teacher in the general supervision and management of the children.
  • Supervise the classroom when the teacher is out of the room.
  • Assist teacher with special needs children
  • Conduct one to one and/or small group tutoring when needed Assist student with specific physical or behavioral needs through transitions within the classroom or school.
  • Consult with teacher/s, will carry out child specific behavioral interventions/needs Transition student to and/or from buses; when necessary, physically assist student out of or into vehicle of transportation.
  • Supervise and physically assist student during classroom, grade level and/or lunch time playground recess
  • Observe and document students based on the state's requirements
Sep 2007Jul 2009

Operations Team Leader

LEGO Systems
  • Managed a Customer Service team of 20+ direct reports in a fast paced call center environment for a global toy company
  • Constructively coached and developed team members to meet and exceed all departmental goals as well as career growth utilizing directive and non-directive coaching methods
  • In-depth knowledge of voice-logging systems and tools
  • Pinpointed individual team members’ strengths as well as coaching opportunities; identified specific coaching and techniques based on the team members style.
  • Empowered team members to make their own decisions when resolving a customer issue, resulting in a more proactive and motivated environment
  • Under my leadership, the team successfully exceeded all departmental goals weekly and monthly such as call volume, sales, and Net Friendly goals
  • Only Operations Team Leader to be given a 10% bonus based on overall year-end team results 
  • Encouraged open communication and trust within the team and department resulting in win-win resolutions between team members
  • Contributed to the evaluation of team members and delivered individual performance scorecards weekly, monthly and annual
  • Coordinated with workforce planning specialist regularly to maintain service level expectations
  • Emailed customers using standard responses and customized letters regarding delicate situations
  • Successfully diffused escalated customer situations with tact and ease in a friendly manner earning a high Net Friendly and Net Promoter scores
  • Received daily reports on web orders that did not completely process into the system and would manually have to release the orders
  • Responsible for implementing a new system to track incoming emails answered incorrectly with a one-time email response resolution, which avoided affecting the negative surveys taken by customers. 
Apr 2006Sep 2007

Senior Consultant

LEGO Systems
  • Assisted Team Leader with day-to-day operations in a fast paced customer service contact center
  • Acting Team Leader in lieu of their absence
  • Handled escalated calls and complaints from customers
  • Responsible for identifying trends and/or issues and proactively reporting them to the appropriate departments, ultimately saving the department large financial loss
  • Responded to incoming email using standard and custom letter responses
  • Achieved promotional advancement following superior performances
Jan 1996Apr 2006

Customer Care Consultant

LEGO Systems
  • Serviced incoming calls via phone and/or email
  • Engaged consumers to provide them with“ WOW” customer service
  • Continuously exceeded individual goals in the areas of sales, friendliness and one call resolution
  • Resolved delicate phone calls such as safety issues, complaints or escalated situations
  • Responded to consumer's emails via email
  • During cross job function experiment; acted as receptionist for all incoming calls at the LEGO Systems Corporate Headquarters
  • Became the lead" go-to" person for new phone consultants and particularly challenging calls as one of the contact centers mentor of both new and established employees