Customer Service Sales

Comcast November **, **** to June *, ****

I am a technical repair agent in a fast paced inbound call center. We were required to makes sales and

upsell as well. I excelled at both technical repair and sales. I did technical repair for phones, internet and

television. I earned two promotions since I have started at Comcast. I moved from entry level technical

repair to experienced technical repair and in April I moved to the highest level of expert. Each promotion

gave me an automatic 5% raise. I regularly did well in annual merit reviews. There was a quarterly award

for the best employee at the call center and I was the only employee to earn that award twice.

Verizon Wireless October 17, 2003 – August 7, 2008

Started as Customer Service Representative and later promoted to Senior Customer Service

Representative. Performed a wide range of duties as a member of a fast paced inbound customer

service call center. Responsible for resolving customer issues and proactively assessing a customer’s

account to help them save money. My duties included, but were not limited to, handling customer

complaints, resolving billing issues and first level technical support/troubleshooting. Excellent ability at first

call resolution and creating win win solutions. Excellent history of selling and upselling customers new

lines of service and products such as new phone equipment and data products. We received incentive

money for selling and upselling customers. I regularly won contests and got significant incentive money

on my paycheck. I excelled at showing empathy and increasing customer satisfaction so they would

remain customers and refer us to family and friends.

I am excited about the opportunity to work at XXXXXX. My 3 goals at any company I work for are: make

the company money, save the company money, and solve problems. I would give 140% because I feel

passionately about giving World Class Customer Service. I want to be able to earn promotions. I am

grateful for the years I worked at Verizon Wireless and Comcast. I learned so much about providing

World Class Customer Service. My training class at Verizon Wireless started with 150 employees in

October 2003 and when I left in August 2008 there were 8 of the 150 remaining as employees so you

know we were the cream of the crop. I look forward to speaking with you in person soon about my

qualifications. Ability to learn complex concepts and tasks quickly and “hit the ground running”. I have a

proven track record when I worked at Verizon Wireless. I had never used a cell phone prior to my

employment at Verizon Wireless. I had to learn a variety of functions, including but not limited to, text

message, picture message, use the GPS system (VZ Navigator), how to download/upload music using

Verizon Wireless products such as VCAST music, Rhapsody, and from a customer’s chosen websites. I

also learned to do technical troubleshooting of a customer’s phone troubles, including but not limited to,

can’t make and/or receive calls, low signal strength, static, one way audio, can’t make and/or receive text

messages and/or picture messages. I excelled at escalation calls and creating win win solutions. At

Comcast I had to troubleshoot 3 lines of business: landline phones, internet and television which I had

never done before. I have many strengths:

Ability to work independently with little or no supervision and complete tasks successfully while

maintaining the utmost confidentiality.

Self motivated with the ability to take initiative when necessary.

Strong attention to detail with exceptional follow through.

Great documentation skills. Able to remark accounts while speaking to customers.

Able to work under short time restraints and produce quality work.

Ability to multi task with excellent organizational skills.

Ability to work in a fast paced environment.

Ability to make mature decisions and treat customers with utmost courtesy and respect.

Excellent verbal and written communication skills.

Ability to access Database and perform data entry.

Proficient in Microsoft Office Suite or other productivity software (mail merge, exporting data, etc.)

Karen Ginsburg Consulting Group J uly 1986 – October 17, 2003

I had my own consulting fi rm. There were periods of time I was a full-time

consultant and others where I worked part-t ime on a “moonlighting” basis while I

was employed for other companies, such as National Safety Council, National State

Boards of Nursing, University of Chicago Medical Center, Rehabili tation Institu te of

Chicago and State University of California at Monterey. I was a research analyst

for medical research and survey research. I t’s been a long time since I’ve done this

k ind of work since I decided to change professions and work in Customer Service. I

have the diskette that has my research analyst resume packed in a box in my

parent’s garage in California. I w ill ask them to send me the diskette and I will

p rovide that detailed information if you request i t from me. I t is my understanding

t hat you can verify my employment history independently so I am hoping that the

i nformation you get in the background check will be sufficient.

Contact this candidate