Customer Service Representative
Resume:
ELANJA FELISE HARDY
**** ****** ****** ***** ***. 5603, Houston, TX 77083
Cell: 832-***-****
E-mail: acq8ik@r.postjobfree.com
Highly motivated and dedicated customer service representative with over 15-years’ experience in a diverse and challenging environment. Accustomed to deadline-orientated, target-driven and high pressure environments where every minute counts and acknowledged for capacity to identify issues, resolve problems, capitalize on opportunities and ensure that high standards of quality, sales and service delivery are maintained.
Experienced
Passport and Visa Specialist (July 2015 – Present)
CIBT (Houston, TX)
Help customers and business obtain Passport and or Visa to gain entry to another country
Provide Passport and Visa Application kit and processing time with all information needed to gain entry to that country
Set appointments with Consulate,
Responsible for receive and delivery daily packages from FedEx
Process Applications verify all documents and photo are accuracy any missing information
Close contact with client providing excellent customer service through out entire process
Account Manager (March 2015 – July 2015)
LTD Financial (Houston, TX)
Responsible for making 250 – 300 calls per day as well as incoming calls
Handle multiple major accounts helping customers resolve delinquent accounts
Provided excellent customer services giving consumers and business options to resolve delinquent accounts
Maintain and upheld company policy and rules as well as compliance policies and guidelines
Receive payments, made arrangements and settle accounts delinquent account
Customer Service Representative/Revenue Management (July 2000-Feb 2015)
AT & T (Houston, TX)
Professional served in a multifaceted customer service role supporting over 5,000+ customers
Answer customer/client requests or inquiries concerning services, products, billing and collections, equipment claims, and report problem areas
Provided information to residential and business customers regarding payments, payment arrangements and the disconnection/reconnection of services
Frequently work in one or multiple queues/skill sets over various customer contact channels
Responsible for improving customer retention through programs and services provided to the customer
Utilized various systems to initiate and complete service orders and handle customer requests Continually maintain working knowledge of all company products, services and promotions
Made recommendations according to customer's needs on features, accessories, upgrades and rate plans
Utilized operational systems to process purchases of AT&T products and services; i.e.accoun collections, payments for Wireless bills and accessories
Monitor multiple calls to ensure compliance with Corporate Quality expectations were being met while also supporting new hire call monitoring using National Customer Service Quality standards
Provided advanced Coaching /Training in an effort to provide the best customer service experience to our clients
Administer system functions on all opening, closing, and balancing procedures according to finance guidelines
Utilized suggestive selling techniques for wireless services, products, features, equipment and accessories
Responsible for credit/inbound and outbound collections, activations, customer service, E-services, revenue, fraud, business and technical/roaming support inquiries, and other duties as required skills
Also organized company events and group birthday parties
Graphic Designer Coordinator (June 2000-Feb 1995)
Print Marketing Concepts (Houston, TX)
Responsible for downloading weekly electronically magazines daily entertainment pages
Responsible for electronically distributed workload of magazines to graphic
designers
Composed and assisted with makeup of TV Magazines
Received & made calls with any question concerning transmittal or composing of information received
and last minute changes or missing information
Responsible for daily deadlines
Assisted in proofreading and making corrections
Quality Control
Skills
Microsoft Office-Expert User including Excel, Visio, Project and SharePoint
Macintosh Operating systems
Very Accurate Typing Speed of 50 wpm
Very Accurate keyboarder (1500+ keystrokes by touch)
Customer Relationship Management
Cross-Cultural Communication
Complaint/Dispute Resolution
Proofreading
Education
Troy State University (1987) Troy, Alabama
REFERENCES
Trennete Hamilton
Store Manager Cash Store
Beverly Hardy
Retired Speech Pathologist HISD
Stephanie Barrows
Customer Service Represenative AT&T
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