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)