Customer Service Human Resources

Marcus Frazier

**** ******** ******** ***** ********, GA 30088

Phone: 404-***-****

E-mail: **************@***.***

OBJECTIVE

Highly motivated individual interested in obtaining a Human Resource position with an organization

whose culture cultivates company and associate advancement as well as to enhance my interpersonal and

professional skill set in accordance with organizational objectives.

EDUCATION

Human Resources Management Certificate (Kennesaw State University, April 2013)

M.B.A. Master of Business Administration: Human Resources (Strayer University, March 2013)

B.S. Computer Science/ Business Administration (Fisk University, May 2005)

QUALIFICATIONS

• 15 years of computer-literacy performance, with extensive software proficiency covering a wide

variety of software programs such all versions of Microsoft Office Systems.

• Over 6 years of administrative & customer care experience.

• Extensive knowledge of HRIS & Peoplesoft systems.

• Highly analytical thinking with demonstrated knack for identifying, scrutinizing, improving,

and streamlining complex work processes.

• Solid strength in multitasking, problem solving and paying attention to detail.

• Effective interpersonal skills; excellent listener and communicator who effectively conveys

information verbally and in writing.

EXPERIENCE

Assistant Manager (October 2012- Present)

Verizon Wireless (Alpharetta, GA)

• Supported customer care representatives and assisted them with resolving customer issues.

• Assisted and handled customer escalations.

• Provided constructive coaching on performance objectives to employees.

• Facilitate team meetings concerning new products and services.

On Boarding Specialist (May 2012- October 2012)

Verizon Wireless (Alpharetta, GA)

• Managed on boarding process for new hires coming into Verizon Wireless.

• Trained individuals in various business applications.

• Analyzed process, diagnosed problems and ensured effective resolution.

• Documented all reports and resolution as required.

Senior Customer Service Representative (January 2012- May 2012)

Verizon Wireless (Alpharetta, GA)

• Communicate daily with customers to assist in troubleshooting and achieve first-call resolution.

Resume: Marcus Frazier

• Provide team support resolving issues surrounding all facets of provisioning: order status, pricing, and

delivery, activations setup in the absence of supervisor.

• Review and analyze bills, negotiate credits, manage accounts, assist customers with establishing

online accounts.

Customer Service Representative (December 2010 – January 2012)

Verizon Wireless (Alpharetta, GA)

• Resolved complex customer issues through high-level decision-making.

• Reconciled unique customer situations, some of which required extensive research.

• Conducted outbound customer contacts necessary for investigations.

• Aided in troubleshooting customer technical issues with handsets.

DSL Retention Agent (March 2009 – November 2010)

AT&T Communications (Atlanta, GA)

• Retained customers through persuasive selling and customer service techniques within established

guidelines.

• Performed complex customer service support for all products and services offered by Bellsouth

Internet services and partners. Efficiently and accurately managed large complex customer

applications in multiple Bellsouth systems.

• Conducted, investigated, and ensured appropriate resolution was reached for telephone or email

requests and/or complaints from customers.

Human Resource Benefit Specialist (June 2008- November 2008)

Nissan Motors (Franklin, TN)

• Communicated/processed employee benefits in compliance with plan documents and enrollment

periods

• Enrolled employees on line- flexible spending account medical, dental, vision.

• Administered all benefit forms, questions and leaves as needed.

• Performed clerical and administrative duties as needed.

References available upon request

Contact this candidate