KATRINA COSBY
** ****** ***., ******, *.J. ***** C: 973-***-**** acciq7@r.postjobfree.com
Career Overview
I have more than 13 years' successful experience in customer service and support with recognized strengths in account
maintenance, problem-solving and trouble-shooting, and staff support Ability to train, motivate, and supervise customer
service employees.
Core Strengths
Seasoned in conflict resolution Critical thinking, Customer service, Data collection,
Sharp problem solver Data entry, Documentation, Email, Executive
Order Management Database, Footprints Ticketing management support, Filing, Grammar, Internet
Microsoft Excel,, Microsoft Word, research,
Work Experience
Benefits Enrollment Specialist 07/2011 to 05/2012
Spherion Orlando, FL
Processed Annual Enrollment of Benefits
Intake of calls related to differential instances of HSA and Flexible Spending Accounts
Provided eligibility information for Cobra, Long Term Disabled customers, customers on Leaves of Absence
service satisfaction. Guaranteed positive customer experiences and resolved all customer complaints.
Voice Repair Representative 02/2010 to 01/2011
CenturyLink Apopka, NJ
Provide 2nd level support for Voice Mail and repair for Residential and Business Customers.
Utilized a GUI system, RRS ticketing system to dispatch the appropriate technician.
Intake of incoming calls 100-150 calls a day.
CUSTOMER SERVICE LEAD AGENT 08/2006 to 05/2009
Cleartel Communications Orlando, FL
Provide second-level technical support from residential and business customers
Cross-trained co-workers in voice product support, repair, and provisioning functions
Utilize remote assistance and remote support tools as appropriate to enable resolution of customer
requests•Dial up / dedicated connectivity, and Web hosting services
Team lead
Toll Collector 07/1990 to 06/2005
Port Authority, NY & NJ New York New Jersey, NJ
Responsible for ringing up customers in a timely manner and guaranteeing high level of customer service. Maintained
adequate cash supply in cash drawers in multiple checkout stations. Collected monies ensure accuracy of monies, obtaining change required, and keeping bank secure at all times. Count bank at end of shift, complete cashier reports, resolve any discrepancies, drop off receipts, and secure bank. Guaranteed positive customer experiences.
Educational Background
A+ Certification Courses, 8/2012 -4/2013 Network Courses: Computer networking 4/2013
Seminole State College Altamonte Springs, FL
N/A: Culinary Management 2005
Valencia Community College Orlando, FL, US
References Available Upon Request