Customer Care

Annika H. Nelson

Contact Phone 714-***-****

ft793f@r.postjobfree.com

Objective

To obtain a position within the Customer Service Organization which will allow me to not only utilize the skills I currently have, but to further advance my knowledge and contribute to the success of the organization.

Experience 03/2010 – Present Self Employed, Exotica Air Fresheners Houston, TX

Co-Owner, Sales Representative

• Build and maintain solid Retail Customer Base

• Sales Management including fulfilling and delivery of orders, inventory maintenance relationship management.

10/2009 – 02/2010 FYSO, Inc. Houston, TX

Customer Care Supervisor

 Handle incoming Customer Care Calls from Customers, including Escalated Calls from unhappy customers.

 Manage a team to successfully meet Call Center KPI’s including AHT and Quality Assurance.

 Various Call Center Reporting requests as requested from Call Center Director

 Wrote scripting, created training manual, and employee handbook

 Decreased teams AHT from 6.5 to 3.5 within 2 weeks of beginning Supervisor position

03/2008 – 03/2009 Comcast, Inc Everett, WA

Customer Account Executive

 Handle incoming calls from Customers in relation to Billing, Installation, as well as trouble-shooting services

 Act as liaison between Customer and technicians to ensure appointments were set efficiently and at the Customers convenience.

 Act as SME/Mentor for New Agents during the Training Process

06/2005 – 01/2008 Sunrise Services Everett, WA

Adult Family Home Facilitator/Community Support Specialist

 Assist with full client care for low functioning developmentally disabled adults as well as mental health clients including planning activities, meals and medication for the clients and supervision of other staff members

 Maintain all relevant paperwork and ensure all State Regulatory requirements were met.

 Training of newly hired staff

10/2003 – 06/2005 AT&T Wireless Bothell, WA

Business End User Customer Care Representative

 Answered customer/client requests or inquiries concerning services, products, billing, equipment, claims, and reports problem areas

 Responsible for improving customer retention through programs and service provided to the customer.

 Continually maintain working knowledge of all company products, services and promotions

 Make recommendations according to customer needs on features, accessories, upgrades and rate plans

 Utilize operational systems to process purchases of AT&T products and services; i.e. collections, payments for Wireless bills and accessories

References Amanda Eickstadt (Former) Call Center Director, FYSO 713-***-****

Marie Wyatt Human Resources, Comcast Inc. 425-***-****

Cheri (Unknown) Human Resources, Sunrise Services 425-***-****

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