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Customer Service Representative

Alpharetta, Georgia, United States
March 13, 2012
Contact Info:

• Work well without supervision
• Over 16 years of customer service experience
• Multiple forms of customer service skills
• Ability to prioritize and remain focused on the essence of an issue
• Excellent with customer support services
• Skilled at learning new concepts quickly while working well under pressure


2011- Current Kelly Services/ Jackson Hewitt Tax Services Rome, GA
Chat Customer Service Representative (Temporary Assignment/Work from home)
• Handled inbound chats pertaining to self prepares online tax return
• Managed multi-chats at one time
• Used probing skills to determine the true issue the client is experiencing
• Walked through how to make a correction to a rejected tax return
• Walked through where certain items must be placed into the software
• Advised the status of the return
• Explained pricing for each tier of filing options
• Explained the difference between Return Transfer Option and Return Anticipation Loans

2011/2011 Kelly Services/ Apple Inc Rome, GA
Technical Advisor Tier 1 (Temporary Assignment/Work from home)
• Call center advisor handled inbound calls, chats and emails pertaining to IPhone, IPad and IPod.
• Advised clients of their eligibility for support
• Explained the difference between Apple Care Protection and Apple Care Plus
• Successfully resolved many calls without contacting a Sr. Advisor
• Setup repair for items in warranty and out of warranty using in-house software
• Strong multitasking skills
• Used a mapping tool to determine distance to the local Apple Store
• Used a internal service to setup appointments for the Apple Store
• Selected by team leader to be Hallmark Captain.

2010/2011 Kelly Services/ CCH SFS Kennesaw, GA
Customer Support Representative (Temporary Assignment)
• Handled inbound and outbound calls pertaining to clients tax form questions and concerns
• Handled about 40-45 calls per day in a busy ACD environment
• Supported technical questions pertaining to the Taxwise and ATX software provided by CCH SFS
• Explained bank fees for bank products, e-file and CCH SFS fees.
• Responded to chats and emails pertaining to tax questions
• Used multiple online tools, some internal and external
• Processed complaints showed empathy for customer when they expressed their unhappiness
• Data entry to our customer base
• Problem solving and analytical thinking required
• Received multiple 100 percent on quality evaluation

2005/2009 Sprint/ Nextel Atlanta, GA
Video Reservations Coordinator
• Handled Inbound/Outbound calls for video reservations for managed and non managed clients
• Completed about 50 calls per day in a busy ACD environment with a goal of 20 seconds ASA
• Strong teamwork skills due to the nature of the business and customers calling the center any hour of the day to complete their request.
• Explained how video services work at Sprint and the basic components needed to make the connection
• Used multiple online tools; internal and external
• Used a mapping tool to determine mileage
• Problem solving and analytical thinking required
• Calculated and quoted prices to clients. Prices vary depending on the services used.
• Strong multitasking skills


1993 Floyd College Rome, GA
Associate Degree in Business

1991 Coosa Valley Technical School Rome, GA
Certificate of Basic Computer Knowledge

References Available on Request