Customer Service Data Entry

ANNA WATSON

**** ************ ***** **********, **. 95828 Phone: 916-***-**** Email: *************@*****.***

OBJECTIVE

Seeking a position in a goal oriented environment where my extensive customer service experience will be further developed and utilized.

EXPERIENCE

Employment Development Department, Special Claims, Rancho Cordova, CA

Customer Service Operator ,MAY 2009 - Present

• Keep accurate records of customer interactions and transactions; recording details of inquiries, complaints, and comments, as well as actions taken.

• Refer unresolved customer grievances to designated departments for further investigation.

• Communicate verbally in stressful situations (e.g., dealing with angry or hostile individuals, handling multiple requests for information simultaneously and/or defending a conflicting opinion or approach).

• Compose and prepare written material/correspondence requiring a high degree of confidentiality, to ensure accuracy and to communicate with various levels of departmental personnel, customers and outside agencies, utilizing basic English, personal knowledge and computer skills, under direction of supervisor.

• Assess, monitor and prioritize daily workload to ensure department’s goals and objectives are met, utilizing personal knowledge, verbal communication and team building skills, under the direction of supervisor.

• Provide support to managers (e.g., room set up, pulling documents, event planning).

• Practice active listening with customers (e.g., asks for clarification, restate customer's problem, and resolved the issue(s)).

Franchise Tax Board, Sacramento, CA

Receiving Data Entry, MAR 2006 –MAY 2009

• Operated a variety of office machines (e.g., 10-key, mail sorter, etc.).

• Worked on corporate accounts by preparing correspondence and checks.

• Performed data entry on classified tax information, under limited supervision.

• Utilized various computer software (e.g., MS Office, WordPerfect, Outlook, and Lotus 1-2-3).

• Prepared invoices and daily sales orders.

• Handled and followed up sales calls to gain and develop new accounts.

• Compiled, sorted, and verified the accuracy of data before it was entered.

• Locate and correct data entry errors, in a timely manner.

• Maintain logs of activities and completed work.

Dish Network, Sacramento, CA

Dispatcher – SEP 2004- JAN 2006

Performed as lead backup, supervising approximately six sub-contractors.

Assisted the lead dispatcher with new employee trainings/orientations.

Processed the organization billing.

Conferred with customers or supervising personnel to address questions, problems, and requests for service or equipment.

Monitored equipment and arranged for necessary repairs to restore service and schedules.

Communicated work orders, messages, and information to or from work crews, supervisors, and field inspectors, using telephones or two-way radios.

Determined types or amounts of equipment, vehicles, materials, or personnel required according to work orders or specifications.

Act 1 Personnel Service, Sacramento, CA

County of Sacramento, Department of Waste Management and Recycling

Dispatcher/Customer Services Representative – January 2004 – January 2005

Accountable for planning and monitoring the progress of drivers (i.e. scheduled drivers’ routes).

Resolved customer issues/complaints and/or credited/debited their accounts.

Communicated in a professional and effective manner with others (e.g., coworkers, supervisor, program, outside agencies and public, etc.) by handling questions and concerns with speed and professionalism, utilizing tact and interpersonal skills to establish and maintain solid and effective working relationships in all situations.

Produced and mailed invoices to customers.

Recorded and maintained files and records of customer requests, work or services performed, expenses, inventory, and other dispatch information.

EDUCATION

Career Com College, Oakland, CA

Business Management Courses, 1993 - 1995

Fremont High School, Oakland, CA

High School Diploma, 1988

Reference Available on Request

Contact this candidate