Customer Service Representative

OBJECTIVE

A position as an Entry-Level Recruiter where I can effectively use my

advanced skills to be able to proactively search for candidates and build

relationships.

IMPORTANT SKILLS

V Strong negotiation skills

V Excellent understanding of many areas of business process and

procedure

V Capable of handling escalated issues with ease

V Ability to research root cause of escalated issues

V Ability to identify potential procedural problems and trends

V Ability to suggest and implement resolutions to problems and areas of

concern

V Fix failed phone activations

V Excellent computer skills with the ability to learn software quickly

and efficiently

V Working knowledge of Word and Excel

V Strong organizational and follow-up skills

V Strong client focus on service and confidentiality

V Excellent interpersonal skills

V Ability to work independently or as part of a team with any

organizational level

V Strong leadership skills

V Multitasking

WORK EXPERIENCE

Verizon Wireless

Coordinator (IOC Activations) Wilmington, NC - 2008- Present

V Reviewed business applications

V Review credit reports Dun and Bradstreet, SBX and Experian

V Knowledgeable with DBNi

V UAT testing for 2008 Cintex Server(currently)

V Handle overflow for Employee Accounts, BSC

V Reviewed credit applications as well as taking calls from sales reps

V Assist with employee accounts calls as orders

V Process internet orders

V Assist customers with tracking internet orders

V Assist customers with activations of phones

V Act as account liaison for account managers

V Handled business accounts

V Assist SPOCS with business accounts while part of the BSC department

V Process WFG and DOA phones for internet orders

V Side by side coaching of temporary employees

Senior Representative (Employee Accounts) Wilmington, NC - 2005- 2008

V Handled e-mails and phone calls for employees

V Handled e-mails for concession accounts

V Acted as Point of Contact for supervisors

V Participated in ACSS PILOT Team

V Processed phone orders for employees

V Trained new members of the Dept

V Activated new store demo lines

V Assisted with special project including:

V Participated in I2K Conversion project

V Participated in the Hurricane Katina project

V Help update Employee Account M&P as needed

V Assisted with OnStar program

V Participated on the Exchange Program in which I went to the AOC Dept.

V HUB training

V MY VERIZON on line training

Senior Representative (Employee Accounts) Orangeburg, NY - 2004 - 2005

V Coached members of the Transition Team

V Handled escalated calls for the Transition Team

V Side by side coaching of newly transitioned employees

V Refund Task Force

V Remits

V Price plan analysis and changes

V Research and assist customers with various account and billing

questions

V Review and troubleshoot basic technical operations

V Other special projects as assigned

Customer Service Representative Orangeburg, NY - 2000 - 2004

V Remits

V Billing issues such as rerates and plan analysis

V Price plan analysis and changes

V Research and assist customers with various account and billing

questions

V Review and troubleshoot basic tech operations

V Other special projects as assigned

V Worked on follow-up accounts for representatives

Car Temps USA,

Management Trainee Hawthorne, NY - 1999 - 2000

V Dealing with customer concerns with company policy

V Handling accounts with multiple body shops and insurance companies

V Completing rental contracts

AWARDS

Verizon Wireless

V Multiple "On the Spot" customer compliments

V Multiple perfect 10 awards through the Transactional Survey

V Multiple Employee of the Month Nominations

EDUCATION

Currently attending Strayer University to complete my bachelor's degree in

Business Management

Rockland Community College; Suffern, NY

Associates Degree, Liberal Arts

VOLUNTEER WORK

Silver Lake Fire Department, Middletown, NY May, 2003 - August, 2004

Fire Fighter

Stony Point Fire Department, Stony Point, May, 2000 - April 2003

Fire Fighter

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