Customer Service Representative

SONDRA L. FLEARY

*** *. **** ****** • BROOKLYN, NY 11203 •

• PHONE: 718-***-**** •CELL 917-***-**** • E-MAIL ***************@*******.***

CUSTOMER SERVICE REPRESENTATIVE

OBJECTIVE

To gain a position that would allow me to utilize my exemplary customer service skills with the expectation of

becoming a valuable asset to my employer while gaining additional invaluable experience.

SKILLS

Proficient in Excel, Kansys, Kenan, Lotus, Outlook, PowerPoint, Siebel, Windows, Windows XP and

Word/WordPerfect. In addition, can type approximately 45 wpm.

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PROFESSIONAL EXPERIENCE

2013 5/2013 Department of Information Technology & Telecommunications New York, NY

Customer Service Representative

Responded to customer inquiries, provided information and service request implementation assistance.

2003 11/2012 United Information Technologies Algonquin, IL

Consultant

Delivered and developed training coursework used for Fairpoint Telecommunication’s, Verizon and Verizon

Wireless employees.

Provided and delivered both Tier I and Tier II Customer Service Representative Training for implementation,

billing, long distance and collections levels.

Provided exemplary service while adhering to course design and time efficiency.

Coached sales representatives to ensure corporate objective success.

Maintained positive client relationships by communicating representative progress, participating in

representative on job assessments and other activities that enhanced client perception .

2000 2002 Verizon Brooklyn, NY

Specialist

Provided and delivered both Tier I and Tier II Customer Service Representative Training for implementation,

billing, long distance and collections levels.

Provided exemplary service while adhering to course design and time efficiency.

Coached sales representatives to ensure corporate objective success.

Maintained positive client relationships by communicating representative progress, participating in

representative on job assessments and other activities that enhanced client perception .

1996 2000 Verizon Brooklyn, NY

Customer Service Representative Team Leader

Managed staff of approximately 14 22 sales representatives while monitoring their progress and work ethic.

Provided exemplary service to customers during call escalations.

Facilitated team development, identified foreseeable issues and ensured that service requirements and

expectations were met.

Completed weekly calibration sessions.

Provided leadership to representatives, while simultaneously training the representatives to ensure corporate

goals in Sales, Customer Care Index, and adherence procedures.

1976 1996 Verizon Brooklyn, NY

Customer Service Representative

Excelled in listening to customer needs, articulating product benefits and creating solutions that provide value to

the customer.

Responded to telephone inquiries, providing quality service to customers and associates inquiring about the

availability of products or status of orders.

Strived for quick complaint resolution; and the ability to resolve problems on the first call and avoid escalation

of issues.

Ensured customers were satisfied with every part of their inquiry experience, from initial greeting through order

completion.

Education Some college course completion credits

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