Customer Service Data Entry

Miscka C. Carter

Las Vegas, NV 310-***-**** *****************@*****.***

Qualifications Summary

Over 4 years of customer service, clerical and call center experience. Strengths in analyzing, problem solving, and time efficiency. Highly capable of functioning in a dynamic work environment while demonstrating excellent verbal, written and interpersonal skills. Quick learner, detail-oriented and self-motivated.

Experience

Customer Service Operations Agent

10/12 - 12/12 Expedia, Inc.

Processed refunds for changes in travel plans, if applicable.

Followed up with customers and vendors to ensure all services on the Expedia site were functioning properly

Addressed site bugs and errors

Heavy data entry

Addressed any complex issues that have been escalated to the Expedia corporate office via phone, snail mail, and email.

Effectively used all computer systems and tools to ensure consistency and adherence to processes and procedures.

Tier 3 Customer Service Representative

3/12-10/12 Expedia, Inc., Las Vegas, NV

Assisted customers via phone and email regarding payments, refunds, and future/existing travel bookings.

Researched and solved any problems related to reservations with various Expedia brands at a supervisory level.

Communicated with vendors (hotels, airlines, car rental agencies) to reach desired resolutions for customers when there were any disputes or complaints with their services.

Followed up with customers and vendors to ensure that any and all disputes have been properly resolved.

Appointment Setting Representative

1/11 - 11/11 Bally Total Fitness, Norwalk, CA

Placed outbound phone calls to persons referred to Bally Total Fitness, and arranged appointments for them to visit Bally locations on a trial basis.

Performed data entry assignments

Placed approximately 140 phone calls per day

Member Support Representative

10/10 - 1/11 Bally Total Fitness, Norwalk, CA

Received and resolved customer complaints

Effectively managed members’ issues regarding payments and credits to accounts.

Assisted members in upgrading their memberships.

Corresponded with members via inbound phone calls and email

Accepted 120+ calls per day

Data Entry

Priority Support Specialist

09/07 - 9/09 FOX Interactive Media/MySpace.com, El Segundo, CA

Analytically investigated and handled time sensitive, high importance emails/cases and phone calls from upper management and MySpace users regarding law enforcement issues, serious threats, Business ID Theft; account theft, underage users, parents’ concerns, severe inappropriate content and technical support issues.

Collaborated with other MySpace departments such as International, Policy Enforcement, Support, Music Support, and Parent Care to help resolve high-priority issues.

Ensured a high level customer satisfaction and customer service.

Received a promotion from Customer Service Specialist to Priority Support Specialist.

Maintained a thorough working knowledge of departmental policies and procedures.

Assisted with training agents on different queues / case matters

Created Training manuals for specific procedures within the Customer Care and Priority Support departments.

Addressed and answered Better Business Bureau (BBB) consumer complaints for MySpace.com

Performed data entry assignments

Customer Service Representative

8/06- 9/07 CarsDirect.com/ Internet Brands, El Segundo, CA

In Charge of taking high volumes of incoming calls; 100+ calls per shift

Data Entry

Corresponded with customers through email and live chat regarding automobile transactions

Provided detailed information to customers about CarsDirect.com's transaction process

Engaged in processing credit card information; performed reception assignments; created special department performance reports.

Sales Associate

8/05- 3/06 Gap Kids, Torrance, CA

Executed cashiering responsibilities

Administered excellent customer service for sales and promotions Conducted phone and Internet transactions.

Education

Crenshaw Senior High, Los Angeles, CA

High School Diploma Graduated with honors; 3.5 GPA

Santa Monica College, Santa Monica, CA Liberal Arts

Skills: Microsoft Outlook, Microsoft Word, Microsoft Excel, Typing Speed: 40 WPM, Salesforce CRM, Right Now CRM, Navigator CRM

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