1. Page 1 jnagel
Eabyrd05@gmail.com
815-793-9600
ELIZABETH BYRD
ACCOMPLISHMENTS Extensive experience in Customer Service and Training Support, with
recognized skills in problem-solving, coaching and training.
SKILLS & ABILITIES
● Excellent computer skills, including proficient knowledge using Microsoft Excel,
WordPerfect, Microsoft Word, Microsoft Publisher, Microsoft PowerPoint,
Microsoft FrontPage and Adobe Captivate. Some knowledge of Microsoft Visio.
● Ability to train, motivate and supervise customer service employees.
PROFESSIONAL
EXPERIENCE
QUALITY ASSURANCE SPECIALIST, NICOR GAS
March 2012 – August 2014
● Maintained high Quality Standards through call monitoring and feedback
meetings.
● Calibrated on a regular basis with peers and Contact Center Supervisors to ensure
consistency in Quality Reviews.
TRAINER/INSTRUCTIONAL DESIGNER, NICOR GAS
June 2008 – March 2012
● Trained newly-hired and current employees on Contact Center processes and
procedures.
● Supervised New Hire employees through their 120-day probationary period.
● Maintained style guidelines for company-wide training material.
● Wrote and trained various training material for multiple technology upgrades.
● Created Computer-Based Training programs for various Contact Center
initiatives.
● Created and distributed Newsflashes to keep Contact Center agents up-to-date
on process changes throughout the business.
● Managed Contact Center Training website content.
● Supervised Management Training Upgrade team.
● Coordinated Contact-Center-wide Quality Monitoring.
CUSTOMER SERVICE REPRESENTATIVE, NICOR GAS
January 2005 – June 2008
● Handled customer inquiries, complaints and billing questions via both phone and
e-mail.
● Audited municipality taxes for service addresses in their territory.
● Performed daily checks on a selection of bills to avoid sending misprinted bills to
customers.
EDUCATION BACHELORS OF SCIENCE IN ACCOUNTANCY
Graduated in 2004 from Northern Illinois University, DeKalb IL with a GPA above 3.0