OBJECTIVE

To acquire a challenging position of Customer Service Representative

offering ability to pleasantly and effectively answer and screen

telephone/email inquiries from customers.

CALL CENTER QUALIFICATIONS

. Highly experienced in accurately recognizing and routing calls related

to:

o Suspected fraud

o Calls better suited for the Financial Institution or Client

o Disabled profiles

o Inquiries to be referred to other specific departments

. Capable of proactively adhering to company and department procedures

and policies

. Substantial knowledge of using tools and resources available to

efficiently solve problems and answering questions as they relate to login

credentials and bill payment support for biller clients

. Track record of inbound phone calls to end-users to ensure timely

resolution

. Thorough understanding of identifying potential system or process-

related issues and escalating appropriately

. Proven record of tracking customer inquiries using online tracking

systems

. Working knowledge of several software packages related to Call Center

Operations including enterprise software, database management and MS Office

CUSTOMER SERVICE SKILLS

. Exceedingly skilled in answering customer inquiries in a friendly

manner

. Emotionally intelligent in terms of empathetically understanding and

predicting customer behavior and handling them accordingly

. Exceptionally vigilant in identifying add-on products and services

available to end-users while making suggestions to customers

. Able to remain calm, maintain pleasant voice tone and use appropriate

professional language especially dealing with impatient/short-tempered and

problematic customers/clients

. Writing and speaking fluency in English

EDUCATION

University of Phoenix- Phoenix, AZ Spring 2013-Present

Associate of Arts in Elementary Education

. 3.3 G.P.A

Needham B Broughton High- Raleigh, NC Fall 2008-Spring 2012

High School Diploma

. 2.9 G.P.A

. Caps Camp Participant

. CPR Certified

. Most improved student

. North Carolina Teacher Cadet Program

. Capital Links(Formerly Socialites club) 3 years

EMPLOYMENT HISTORY

April 2013 - Present

Capital Area Transit - Raleigh, NC

Transit Ambassador

. Assist customers with transit inquires

. Perform and implement other ambassadors with service to help

elderly passengers on and off the bus.

. Answered questions pertaining to public transit and routes

. Gathered necessary information to Capital Area Transit Staff at a

professional level

November 2012 - March 2013

Xerox Commercial Solutions, LLC - Raleigh, NC

Customer Service Representative

. Responded to a large volume of telephone inquiries from patients, medical

reps, state agents in a courteous and professional manner

. Followed HIPAA Guidelines

. Resolved patient issues

. Handled clinical calls and messages

. Entered patient demographics into database

. Processed credit card payments

. Maintained accurate documentation

October 2011 - November 2012

City of Raleigh Parks and Recreation - Raleigh, NC

Recreation Aide

. Help the facility director and Recreation leader manage the facility,

take enrollments for different programs and classes offered by Parks and

Recreation,

. Answer the phone, educate and assist prospective clients on the rental

rates and procedures, supervise rental activities, enforce Parks and

Recreation rules and regulations,

. Assist with positively generating business with prospective clients and

Parks and Recreation.

June 2011 - August 2011

Raleigh Summer Youth Employment - Raleigh, NC

Junior Counselor- Ages 5-11

. Assist the Summer Camp Director with Summer Camp X-Press program which

handles 42 school based children for 10 weeks.

. Maintain the camp sign in sheet throughout the day of summer camp.

. Supervises Youth children on Field trips, games, arts and crafts.

. Checking off the attendance sheet of youth children during the camp

hours.

June 2010- August 2010

Raleigh Summer Youth Employment - Raleigh, NC

Junior Service Technician /Acting Camp Counselor

. Assist the Service Technician with cleaning the community center

throughout the morning and mid afternoon.

. Mop, Sweep floors, and assist the facility staff with cleaning needs

in the office.

. Help the Camp staff with youth children on field trips and checking

off the attendance sheet of youth that are present on trips

REFERENCES:

Mrs. Virginia P Young

1st Grade Teacher

Fred A Olds Elementary School

204 Dixie Trail

Raleigh NC, 27607

ab0z1g@r.postjobfree.com

Former Teacher for 10 years

Mr. Zach Cheek

Recreation Program Manager

Raleigh Parks and Recreation-Athletics Division

2401 Wade Ave

Raleigh NC, 27607

ab0z1g@r.postjobfree.com

Supervisor for 5 years

Mrs. Louise Buchholz Southern

Training Specialist

Autism Society of North Carolina

2807 Falls River Ave

Raleigh NC, 27617

ab0z1g@r.postjobfree.com

Former Teacher for 3 Years

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