Felecia Graham

**** ********* **. ***. * acv6ht@r.postjobfree.com

College Park, GA 30349

678-***-**** Cell

Customer Service

To provide outstanding customer service in a clerical or call center environment, implemented new processes and procedures, and display exceptional teamwork.

I am a customer-driven, customer service professional with 10 years of experience managing and delivering top-quality customer service in a fast-paced, high call volume call center. Highly motivated, versatile, quality oriented leader recognized for exceeding customer service goals by utilizing solid communication, interpersonal, and team-building skills. Hands-on service approach ensures immediate response to ever-changing customers’ needs.

Implemented new processes and procedures to create structure and order in call monitoring.

Core Strengths

•Clear and Professional Speaking Voice

•Positive and Professional Disposition

•Multi-tasking and Organizational Skills

•Problem Recognition and Resolution

•Deadline Responsive and Time Sensitive

•Team Leader and Team Player

Computer Skills: PeopleSoft, Microsoft Office (Word, Excel), Power Point, PageMaker, Oracle, type 55wpm, and 9,000 keystrokes per hour in data entry.

Professional Experience

Kelly Services / Mac + Tier 1 Advisor (2015-2016)

Perform technical support and customer service for Apple Care

•Performed inbound and outbound customer calls in a virtual Call Center.

•Troubleshoot and resolve software issues for iPhones, iPads, iPods, and Mac computers.

•Troubleshoot and isolate problem and classify as hardware or software related issues

•Create hardware repair cases, set Genius bar appointments, and sell Apple Care Protection.

•Educate customer on how to backup, reset, and restore iOS devices..

NCR Corp / Customer Care II Lead Agent (2008 – 2014)

Performed various roles; Agent, Dispatch Monitor, and Team Lead.

•Performed inbound and outbound customer calls in 24hr call center.

•Create trouble tickets for tech and parts.

•Escalate throughout field management and logistics to ensure service level agreement is met.

•Coordinate tech and parts within customer’s service level agreement and update customer accordingly.

•Rotate weekends and with Team Lead to assist in weekend coverage, supervising 4 agents.

•Volunteered for availability to assist with weekend coverage.

Abacus Corp/Customer Care Agent II (2006– 2008)

•Performed inbound and outbound customer calls in 24hr call center.

•Create trouble tickets for tech and parts.

•Escalate throughout field management and logistics to ensure service level agreement is met.

•Coordinate tech and parts within customer’s service level agreement and update customer accordingly.

•Volunteered for availability to assist with weekend coverage.

PC Teach It magazine Inc. /Customer Service (2004 – 2006)

•Personal assistant to editor and chief of an educational magazine company.

•Responded to magazine subscriptions via phone, fax, email, and online.

•Communicated with various schools, vendors, and distributors for marketing and publication purposes.

•Contributed articles, photographs, and lesson plans for publication.

Education

Benedict College

Mass Communications

References

Sherika Matthews 843-***-****

Emma Brown 678-***-****

Leanne Anderson 678-***-****

Beverly McFadden 803-***-****

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