Customer Service Sales

ROSA I. ALLEN-WILSON

**** ******** **. *******, ** 276**-***-***-

4400

********@*****.***

__

Career Overview

Dedicated customer service representative with motivation to maintain

customer satisfaction and contribute to company success.

Core Strengths

Customer service oriented. Energetic work attitude. Work well with company

systems and diligently complete all assigned tasks, work overtime as

needed.

Work Experience

DISPATCHER/CUSTOMER SERVICE 2005-2013 Time Warner Cable Cleveland,

OH

Primary contact for the customer and the technician. Dispatch and route the

technicians via radio or telephone for various services. Schedule and

reschedule service calls for customers. Complete and maintain records

related to outages and service calls. Assist customers by handling

complaints, transactions and inquiries. Communicate with technicians and

monitor progress for timely completion of assigned work to ensure quality

customer service. Provide assistance to Customer Care Representatives.

Assist with floor coverage. Analyze, interpret and resolve subscriber

problems that relate in any way to our products or services, and act as a

resource for Customer Care Representatives by providing information,

guidance and /or otherwise assisting them with escalated calls. Utilize the

computer database and other appropriate resources to answer inquiries about

all elements of subscriber's accounts and services. Provide technical

assistance to Customers. Utilize basic troubleshooting and hook-up skills.

SALES CONSULTANT 2004-2005 Rick Case

Honda Cleveland, Ohio

Responsible for selling and leasing new and used cars. Worked in our

Business Development Center as internet specialist, answered incoming calls

and emails with questions and requests for specific vehicles of interest

and often up selling to another model within 24 hours of initial request.

Did post-call and email surveys within 48 hours of purchase or visit. Went

the extra mile and sent Birthday, Anniversary and seasonal cards to

previous customers to show that their purchase really meant something to

me.

MORTGAGE BANKING SPECIALIST 2000-2004 Ohio Savings Bank Cleveland,

Ohio

Validated loan information, researched, resolved and responded to

inquiries. Authorized fee waivers and refunds, met sales, productivity and

quality standards. Performed overrides, audited branch cash supply and

tellers transactions for errors. Ordered branch supplies, distributed daily

cash to staff and monitored vault access. Assumed interim branch management

duties, trained and coached junior tellers.

ASSISTANT MANAGER 1999-2000 Money Mart Check Cashing Bedford

Heights, Ohio

Responsible for hiring, supervising and developing tellers. Monitored daily

workflow of customer service personnel. Performed overrides, audited branch

cash supply and tellers transactions for errors. Ordered branch supplies,

distributed daily cash to staff and monitored vault access. Processed

collections, monthly reports, audits, and ensured sound running operation

of the office.

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