Customer Service Manager

D EST I NY WI L KERSON

**** * ** ****** ** • Philadelphia, PA • 19120

Phone: 347-***-**** Email: W ********.*******@*****.***

Qualifications

• Attentive, customer service focused

• Outstanding communication skills, oral and wri t ten

• Detail oriented with a talent for organization

• Solid client base and industry contacts

• Abili ty to create a positive customer experience

• Able to sell in a retail environment.

• Abili ty to repair Computer components, equipment and systems

• Having energetic personality which inspires co-workers to reach goals

• Possess excellent customer service, problem solving and communication skills

• In-depth knowledge of basic computer applications with sound organizational skills

• Abili ty to work effectively with minimum supervision

Experience

Computer Field Technician

PREVAIL I.T, Philadelphia, PA

2012 – Present

• Onsite and in-house printer t roubleshooting and repair.

• Onsite and in-house desktop computer/laptop t roubleshooting and repair.

• Responsible for parts ordering and maintaining stock i tems.

• Maintain customer service orders and parts database.

• Scheduling service calls and handling mult iple tasks simultaneously.

• Some shipping, receiving, and returning parts.

• Dealing with the public and maintaining good customer relations.

Lead Retail Merchandiser (Seasonal)

Coca –Cola, W ichita, KS

2012 – 2012

• Maintained professional relationship with customers and co-workers.

• Stocked and maintained product display in acquiescence with company standards.

• Fulfill customer service needs by communicating daily with them, appropriate

following up, and problem resolving.

• Read and implemented a plan-a-gram.

• Inventory

C ustomer Services Specialist

UPS, Hope Mi l ls, NC

2011 – 2012

• Assist customers with returns, purchasing store protection plans and service

packages.

• Respond to telephone inqui ries, providing quality service to customers and

associates inquiring about the availability of products or status of orders.

• Listen attentively to caller needs to ensure a positive customer experience.

• Access electronic and paper cataloging systems to look up product information and

availability.

• Strive for quick complaint resolution; commended by supervisor for the ability to

resolve problems on the fi rst call and avoid escalation of issues.

• Excel within a service-oriented company, demonstrating a talent for communicating

effectively with customers from diverse backgrounds.

Lead Retail Technology Consultant & Desk Support

Target, W ichita, KS

2010 – 2011

• Observe regular work shifts for optimum productivity.

• Skilled in areas of inventory control, cashier management and staff supervision.

• Responsible for selling the products and services.

• Handle administrative aspects of sales like completing customer contracts and

warranties as well as accepting customer payments

• Maintain up to date knowledge of competitors products, services and prices

• Update market feedback to the store manager on a weekly and monthly basis

• Provide effective customer service and assist customer in all aspects of services and

p roduct offerings

• Monitor store merchandise and maintain store standards as per the guidelines of

s tore manager

• Responsible for maintaining storefront and handle light clerical duties

• Done other duties as assigned

• Regularly provided efficient technical support over the phone, maintaining

p resentable phone demeanor, courteousness, and creativity

• Diagnosed software-hardware problems, responding quickly, clearly, and

resourcefully.

• Accurately documented all technical support and customer’s help-desk interaction.

• Followed help-desk policies to the letter – Prepared reports of activity and stayed up

to date regarding system information.

Education

I T T Technical I nstitute

2011 – Present

• Electrical Technology Engineering

Certifications

• DCSE M icrosoft Windows 8 - (Cert I D : 3086) - Dell Certified Systems Expert

(DCSE)

• DCSE Onsite Troubleshooting (Cert I D : 3028) - Dell Certified Systems Expert

(DCSE)

• DCSE Customer Induced Damage - Acknowledgement (Cert I D: 3053) - Dell

Certified Systems Expert (DCSE)

• Foundations 2010 Portables Certification (I D 2003) - Dell Certified Systems Expert

(DCSE)

• Foundation 2010 Desktops Certification (DCSE Cert I D 3016) - Dell Certified

Systems Expert (DCSE)

Skills

• Strong analytical, numerical, and interpretive skills.

• Strong communication skills.

• Self Motivated.

• Fluently Bi-lingual

• Independent working.

• Customer fr iendly attitude

• Mastery of Microsoft Office programs (Word, Excel, PowerPoint, Access)

• Abili ty to work with several operating systems, including Windows, Mac OSX and

L inux

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