Spencer P. Braswell
Customer Service Trainee
Akron, OH · (330) 555 0119 · name@example.com · linkedin.com/in/spencerpbraswell
Key Qualifications
TRAINING PROGRAM
Twelve week customer care academy, cohort of sixteen trainees
MENTORING
Weekly recorded call review with an assigned mentor coach
CALL TYPES CLEARED
Balance, payment posting and account update queues
SYSTEMS
Salesforce Service Cloud, Genesys Cloud
CREDENTIALS
Levels one and two of the internal certification ladder
EDUCATION
High school diploma, Firestone High School
Executive Summary
Customer service trainee in a twelve week contact center academy at a regional energy provider. Works a graduated call list under a mentor coach, moving from balance questions toward service scheduling as each skill check is signed off. Two levels of a four level certification ladder complete.
Signature Achievements
- Passed levels one and two of the certification ladder ahead of the cohort schedule.
- Moved from the nesting bay to the live queue in week seven, two weeks early.
- Reached eighty one percent first contact resolution on the billing queue by month three.
- Held schedule adherence at ninety eight percent across the full training block.
Professional Experience
Customer Service Trainee
Buckeye Valley Energy, Akron, OH 2025 to present
Academy cohort inside a care center serving three hundred thousand residential accounts.
- Handles balance, payment and meter reading calls against a signed skills checklist.
- Reviews two recorded calls a week with a mentor coach and works one agreed change at a time.
- Sits with the escalation desk one shift a week to learn how a handoff should sound.
Guest Services Associate
Rubber City Cinemas, Cuyahoga Falls, OH 2023 to 2025
Box office and concessions desk at a six screen independent theater.
- Sold tickets, issued refunds and answered showtime questions through weekend rushes.
- Settled seating and sound complaints within the passes a manager had authorized.
Licensure and Certification
Help Desk Institute Customer Service Representative certification in progress, expected 2027
Education
High school diploma, Firestone High School, 2023
Core Skills
Inbound call handling · Skills checklist discipline · Salesforce Service Cloud · Genesys Cloud · Call recording review · Coaching feedback · Schedule adherence · Payment posting · Note taking · Escalation awareness