Customer Service Representative
Resume:
Hope Silverman
Birdsboro, PA **508
SUMMARY:
Customer Service Representative
Very detail oriented individual with over 10 years in customer service. With proven ability to
identify, analyze, and solve various problems and increase customer satisfaction
EXPERIENCE:
First Energy Corporation
2002 - 2012
Advanced Customer Service Representative
Speaking to customers for 8 hours per day
Starting or ending service
Escalated Calls
Collection Calls
Questions on their bills
Construction on their homes
Calling various departments to advise them of a situation or to find out what is going on with a
certain situation
Reporting Outages
Creating the proper orders for brand new homes that are being built
Denying people service and advising what is going to be required in order for them to start service in
their names
Processing their payments either with a check or credit card
Locating missing payments in the database
Work at face paced environment taking a high volume of calls
Faxing or mailing various items to customers when they request them including but not limited to
billing summaries, letters of credit, duplicate copies of their bills
Setting up payment arrangements when the customers find the bills to be overwhelming following
either the PUC guidelines or the BPU guidelines
I am proficient in Microsoft Excel, Word and SAP. I also have experience with various data bases
where we track people's complaints about their bills, missing payments and new meter installations
Bath & Body Works 2010
Sales Associate
Greeting people when they walk in the door
Offering to help them locate a particular product
Make suggestions
Advising of the current sales
Restocking of merchandise
Ensuring that the customer is satisfied with their experience in the store
Processing the payments for their items with check, cash or credit card
Nalty Environmental Services, LLC 1994-2001
Office Manager
Opened up accounts for the company with Electric Company, Gas Company, Uniform Company and
various other companies
Handled drug testing both making the appointments and the results of the appointments
Payroll for both the field employees and the office employees
Answered up to 8 incoming phone lines
Wrote and presented bids for various jobs
Set up interviews and offered my opinion in terms of the hiring process
Created invoices for the jobs that we did
Collections
The Chandelier Restaurant 1996-2001
Waitress/Hostess/Cocktail Waitress
Greeting people
Seating people
Making sure that they were satisfied with the service
Making reservations
Processing payments
Making sure that the restaurant was ready for the next shift prior to us leaving
EDUCATION/TRAINING:
Katharine Gibbs Secretarial School
1990-1990
Piscataway, NJ
Currently enrolled in Grand Canyon online studying business
Marlboro High school
1984-1988
Marlboro, NJ
SKILLS SUMMARY:
Billing, credit, database administration, fax, hiring, letters, microsoft excel, microsoft office,
microsoft word, microsoft works, next, payroll processing, public speaking, reports, sales, sap, telephone
skills
Contact this candidate