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Customer Service High School

Location:
Washington, DC
Posted:
November 25, 2013

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Resume:

OBJECTIVE: To obtain a position where I can utilize my skills and grow

with the company.

Professional Experience

CONSTELATION ENERGY- Annapolis Junction, MD March 12- Present

Customer Care Representative

. Responds to telephone inquiries and complaints using standard scripts and

procedures.

. Gathers information, researches/resolves inquiries and logs customer

calls.

. Communicates appropriate options for resolution in a timely manner.

. Informs customers about services available and assesses customer needs.

. Provides functional guidance, training and assistance to lower level

staff.

. Provides assistance, training and troubleshooting support to lower level

staff.

. Schedules work to ensures accurate phone coverage; monitors priority of

calls and shifts escalated calls to assure resolution to problems.

. Prepares standard reports to track workload, response time and quality of

input.

. Assists in planning and implementing department goals and makes

recommendations to management to improve efficiency and effectiveness.

FLEXTRONICS - Somerset, NJ December 08-August

Technical Customer Service Representative 10

. Provided face-to-face frontline customer support and accessory sales in

the technical service department of a major wireless carrier's retail

location.

. Resolved customer requests, questions and complaints frequently requiring

analysis of situations to determine best use of resources

. Set up new accounts, maintained records, prepared reports and performed

work processing assignments and related clerical duties.

Solicited sales of new or additional services

. Provided pricing and delivery information, processed orders, and prepared

cash reports

. Met minimal quota for non-commissioned up-selling of accessory equipment.

. Programmed, troubleshoot and test cellular equipment.

. Analyzed repairs and schematics to determine if extended diagnostics were

needed.

. Processed insurance and warranty claims.

. Performed opening and closing duties within the technical service

department.

DEPARTMENT OF FINANCIAL SERVICES - Tallahassee, FL February

08-September 08

Helpline Specialist

. Communicated via telephone and e-mail with consumers detailing how to

apply for and receive benefits of the program.

. Served as liaison between the customer and other department leadership.

. Documented consumer information for review by management.

. Explained the benefits of the My Safe Florida Home program concerning

each individual situation.

. Collated information to be sent via mail on behalf of consumer.

Software Expertise and Skills

Microsoft Excel

Microsoft Outlook

Microsoft PowerPoint

Microsoft Word

Education and Training

AMOS P. GODBY HIGH SCHOOL September

1999 - May 2004

High School diploma

TALLAHASSEE COMMUNITY COLLEGE August 2004 -

May 2008

Associate in Arts (Degree

Pending)



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