Customer Service Administrative Assistant
Resume:
Latesha P. Johnson
**** ****** **** *****, ********, GA 30038
*********.*@*****.***
OBJECTIVE: Customer Service Representation
WORK EXPERIENCE
Comcast Cable – Alpharetta, GA 09/2007 – 06/2010
Customer Retention Specialist
• Responsible for inbound/outbound calls to and from Comcast cable, internet and voice customers who
request product/service downgrade or disconnection
• Establish customer trust and commitment by resolving customer product and service concerns
• Track primary reasons for requests to downgrade or disconnect and forward information to the appropriate
departments for further investigation
• Maintain strong knowledgebase of all Comcast products and services and marketing campaigns
• Utilize appropriate company resources to retain customers
Cutting edge knowledge of all competitors’ products and marketing campaigns
• Met or exceeded retention goals set for all Comcast product lines
• Meet all individual performance goals and consistently earned quarterly and monthly bonuses
Customer Service Representative
• Responsible for inbound calls regarding technical questions and problem related to Comcast cable, internet
and voice products and services and equipment.
• Identify problem(s) reported by customer and utilize problem-solving skills to correct the issue(s) and satisfy
the customer
• Resolve issues related to billing statements, payments and general product and service inquiries
• Work to minimize/reduce at home visits by quickly building a rapport with the customer by listening, thinking
and exercising sound judgment regarding Comcast and the customer’s best interest
• Provide exceptional customer service to all call types including issue escalation, technical support and billing
Demonstrates proficiency in technical troubleshooting of all product lines
• Take-ownership of customer concerns by acting as primary contact to help build confidence in Comcast
products and services. Act as intermediary between the customer and referral departments to ensure
customer satisfaction
Independent Contractor – Lithonia, GA 08/2005 – 06/2007
Call Center Agent – Remote
• Provided home-based customer service supporting multiple companies and product lines
• Answered 50+ inbound calls daily in a fast-paced and self-directed work environment
• Utilized multiple customer service applications including Oracle and Citrix
• Followed specific customer service scripts based on Company and customer profile
• Interacted courteously and professionally with inbound callers
Lucas Allied Health Center – Riverdale, GA 02/2003 - 05/2004
Office Manager/Administrative Assistant
• Purchased office supplies and lab equipment within strict guidelines and budget restrictions
• Maintained a clean, professional and safe working and learning environment by conducting daily inspections
and scheduling maintenance as needed
• Ensured all office and lab equipment was accounted for and in safe working condition
• Conduct orientation for all new staff members and students
• Maintained Company policies and procedures manual
• Tracked student and instructor attendance
• Greeted all visitors and guests and maintained an upbeat and positive office environment
• Familiar with medical technology
• Complied with HIPAA and OSHA guidelines
Gate Gourmet/Dobbs International Service – Atlanta, GA 09/1998 – 11/2001
Expeditor/Flight Check
• Ensured catered food and beverages were delivered and set up for international flights
• Expedite work orders according to flight schedule changes
• Dispatched directions from supervisors and managers to drivers, helpers and assemblers
• Complied with FDA, FAA, and OSHA regulations
EDUCATION/TRAINING
Medical Information Clerk
Dekalb Technical College
Clarkston, GA
Patient Care Technician
Lucas Allied Health
Riverdale, GA
Medical Assistant
Advance Career Training
Riverdale, GA
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