Customer Service Representative

Sonya H. Washington

** **** **

Irvington, NJ ***11

Cell 201-***-****

OBJECTIVE

A customer service position using communication, computer and problem

solving skills to assure complete satisfaction.

QUALIFICATIONS

Over 15 years experience in customer service. Dependable, well-rounded,

team player. Reputation for maintaining accuracy and production

standards and, able to multi-task to accomplish workload efficiently.

Computer skills include: Word Perfect, Microsoft applications, Lotus, In-

House Mainframe and internet skills.

EXPERIENCE

Aetna US HealthCare, Blue Bell, PA

2007-

Customer Service Professional

Responsibilities includes answering questions and resolving issues relating

to claim status information, interpreting benefit coverage, explaining

eligibility and processing physician changes. Explains providers rights

and responsibilities, educates providers on our self-service options and

maintain individual productivity and quality standards, as well as work to

enhance customer satisfaction and retention.

NCO Greensboro, NC

2006-2010

Customer Service

Responsibilities included answering questions and resolving issues

relating, but not limited to tracking packages. File claims for damaged,

and or lost packages. Order supplies, submit refunds and enhance customer

satisfaction by maintaining company policy and procedures.

Elizabethtown Gas Union, NJ

2005-2006

Office Assistance

Responsibilities included daily input of information for Safety &

Compliance, as well as Distribution Department. Answer telephone calls,

opened and distributed mail, performed word processing data entry,

maintained files, ordered supplies, reviewed and or verified payroll,

forwarded information to internal departments

for processing. Provided customer service, internally and externally

answered routine questions, provided information, resolved or researched

issues, provided follow up. Performed other support duties specific to

functional departments,

maintained spreadsheets and databases, complied data and prepared reports.

Elizabethtown Gas, Rahway, NJ

2002- 2005

Appliance Service Consultant

Responsibilities include answering a high volume of calls in a timely

manner, take orders and resolve issues relating to appliance services,

billing and other orders issues. Filing, process field work orders, daily

managers financial count, assists supervisor daily, assist in delegating

work, monitoring, payroll, maintain communication to assure consistency

with the company policies and procedures.

Provide daily training and development. Strong knowledge of FSS/CSS

system.

Elizabethtown Gas, Union, NJ

2001-2002

Dispatcher

Responsibilities included the efficient and timely dispatching of all

emergency calls placed to the department. Handled both external and

internal customers. Also had the difficult task of following set

procedures for notification, execution and documentation of all incidents

occurring on a daily basis as well as performing call outs for additional

crews when needed. Received and handled calls from New Jersey, Florida and

Maryland customers.

Aetna US HealthCare, High Point, NC

2000-2001

Customer Service Professional

Responsibilities included answering questions and resolving issues relating

to claim status information, interpreting benefit coverage, explaining

eligibility and processing physician changes. Explains members rights and

responsibilities, maintain individual productivity and quality standards,

as well as work to enhance customer satisfaction and retention.

Elizabethtown Gas, Union, NJ

1999-2000

Customer Service Representative

Responsibilities included answering 120 incoming calls per day, assisting

customers with a wide range of billing, service and order issues,

responding to urgent matters in an expeditious manner to assure best

service to the customer.

EDUCATION

B.S. Business Administration, Bloomfield College, Bloomfield, NJ 1996

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