Sherry Bermudez

*** *. ******** ** *** *

Bay City, 48708, Michigan, US

Mobile Phone: 989-***-****

E-mail: m2pj46@r.postjobfree.com

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WORK EXPERIENCE

Independent contractor Talk2Rep

Chat Agent

February 2010 – Current

Customer service VIA Live Chat for AT&T mobile feature sales

Independent Contractor ChaCha

Information Guide

March 2008 – February 2010

CHARTER COMMUNICATIONS | Bay City, MI

RETENTION CSR

December 1997 - May 2006

Telecommunications Services

Provide customer support for service questions regarding services and products; receive telephone calls from cable customers to discuss billing questions and service concerns; place telephone calls to customers to resolve non- payment of bills; assess customer needs and promote cable services to existing and new customers with tact and courtesy

Respond to customer by performing troubleshooting and diagnosing service complaints

Place new installation orders, service orders for disconnects and service changes generated from the customer; schedule appointments accordingly; prepare associated paperwork for work orders; process special requests for services (i.e., pay-per-view); input orders into computer system

Responsible for researching customer complaints and processing billing adjustments by entering credits or other adjustments into the computer records for that customer's account

*Create NT accounts for new employees

* Ensures timeliness and quality of product/service being delivered.

* Create and maintain documentation for Audits

* Solve technical and/or customer problems within scope of defined standards. Relating to NT/Outlook or general Network support.

* Interfaces with necessary customers and/or business support groups and escalates issues to appropriate support groups.

* Participate in implementations, upgrades, and conversion projects.

* Participate in team environment.

* Manage projects within scope of responsibility

Lead CSR

December 1998 - May 2001

Charter Communications | Bay City, MI

Lead/Supervisor and Trainer for the Sales and Billing Team

Responsibilities include: Prioritizing tasks for employees, escalated supervisor calls, Preparing training material, train new employees in procedures for sales and billing, Train all employees in new procedures and programs, work closely with management with human resource issues and employee conflicts.answering technical calls, sale of the Charter Internet service.

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EDUCATION

Associate Degree,

Davenport University

Associate Degree,

Associate Degree in Applied Computer Technology

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SKILLS

Customer Service Expert

Typing 100 wpm Expert

Technical Skills Expert

Scheduling Employees Expert

Microsoft Software Expert

Windows Expert

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