A ngela M. Stirm

*** *** *** #**

Coraville, Iowa 52241

319-***-****

Summary of Qualifications

Ms. Stirm is an innovative and attentive service-minded individual with over 10 years of

customer service experience seeking a communications, broadcasting, or media position in a

p rogressive, goal-setting organization. She offers strong communication, customer service,

and delivery skills while providing experience, an eye for detail and a sincere, personable

d isposition.

Experience

APAC Teleservices

Customer Service Representative July 2010-present

Working with a Fortune 500 company as a vendor to provide customers with account

assistance and to bring their cell phone number from one carrier to theirs.

Port customers telephone numbers from one carrier to AT&T

Update customers account information and credit accounts as needed.

Work with AT&T corporate and authorized retailers.

Promote AT&T products and services in a positive manner.

Assist customers under AT&T 'One Call Resolution' policy.

Working in a diverse call center.

A nn Taylor LOFT

Stylist May 2010 – October 2010

Dressing and styling customers for a variety of events.

Provide knowledgeable responses to draping of clothes and what works well with

someone's body.

Keeping up to date with t rends in matters of clothing and design.

Working well in a team environment.

Upsold products and services to cliental.

Perform other related duties as assigned

Vangent, Inc.

Customer Service Representative I June 2008 – May 2010

Communicates with students and parents via telephone, email, and online chat. Completes

applications for students or parents that do not have internet access. Diffuses high stress

situations with a wide variety of individuals.

Provide knowledgeable responses to telephone inqui ries in a courteous and professional

manner

Maintain a current understanding of the processing procedures to respond to numerous

p hone inqui ries

Adhere to the Privacy Act as it relates to the confidentiality of information released.

Continually look for and suggest process improvements, which will benefit Vangent, Inc.

and our customers (internal and external)

Maintain up-to-date knowledge of Federal regulations and policies as they apply to

s tudent financial aid

Assist with the delivery of internal employee t raining for new and temporary employees

as requested

Report problems that occur and assist with the resolution

Ut ilize databases and wri t ten material to look up and provide information to telephone

i nquiries

Respond to telephone inquiries within the set departmental staffing and t ime

parameters

Maintain appropriate documentation of phone inqui ries

May be required to work Vangent, Inc. scheduled holidays, overtime may be required

Perform other related duties as assigned

Vangent, Inc, September 2008 – January 2009

Customer Service

Assistant to the staff of Enterprise Solutions.

Worked with lead representatives to complete multiple tasks

Provided backup to management and lead representatives

Pearson Vue November 2006 – May 2008

Support Agent

Assisted candidates in scheduling exams for a variety of cliental

Serviced Examinations for an international testing company

Provided back up for escalated customer support representatives

College Loan Corporation J une 2006 – November 2006

Servicing Agent

o Provided Excellent Customer Service to borrowers of college loans

o Serviced private and governmental college loans

o Trained to handle many issues regarding change of company policy

o Educate Students, and Parents of the Responsible Borrowing initiative

NCS Pearson Government Solutions December 2004 – June 2006

Information Specialist I I

Assist students and parents in submitt ing the FAFSA form

Trained to handle a variety of crisis issues in a t imely and respectful manner

Maintain computer database for personal and student use

MCI Telecommunications July 2003 – November 2004

Customer Service/Resolutions

Coordinated service calls for customers while acting as a liaison between I LEC and service

p rovider. Resolved customer billing problems and other concerns pertaining to their

services with MCI. Support new customer start-up by setting up appointments for

i nstallation.

Office Team Temporary Services June 2003 – July 2003

Temporary Office Agent

Handled mult i-line phones for a variety of office environments and front desk stations.

G reeted customers and clients as representative for the company. Assisted heads of office

personnel with a variety of tasks.

APAC Teleservices October 2001 – April 2003

Escalated Customer Service Representative; DMSI

Assisted a variety of customers with difficulties and problems with their catalog order

Worked in supervisory position over other customer service representative needing

assistance or t roubleshooting

Contacted customers to advice of a declined credit card order.

Assisted vendor contacts with light clerical work and customer callbacks

Provided quality assistance and control in the t racking of packages using a variety of

methods including UPS and USPS t racking systems

Assisted customers in placing orders

Facilitated customer queries relating to products and interior decorating

Issued returns for customers who received faulty or incorrect merchandise

Maintained personal database for customer inquires

APAC Teleservices August 1998 – October 2001

Customer Service Representative

During my t ime with APAC, I have held many different positions. During this t ime I worked

w ith the Blue Cross/Blue Shield & Farmers Insurance Companies.

Provide customers with hospital and doctor requests

Collected and recorded information for automobile and homeowner’s insurance claims

Worked with teammates as an assistant to the supervisor

Education

Major in Communications - Media & Public Relations, Kirkwood Community College,

Cedar Rapids, IA, currently attending

Major in Communications - Normandale Community College, Bloomington, MN, 2008

Diploma, Columbus H igh School, Waterloo, IA, 1991 - 1995

Technology

Software

M icrosoft Windows 98, 2000, XP, ME, Vista

Apple Mac OS 10.5

Central Processing System

Publications Processing System

Oracle

E-Responder

Operating Systems

M icrosoft Platform

Citizenship

U.S. Citizen

Language / f luency

English

Publications

Sports Editor, Columbus H igh School Compass, August 1994 - May 1995; provided recap

of sporting events and featured athletic to a medium sized private high school in the

WAMAC 3A division

Special Sports Columnist and feature wri ter, Waterloo Courier Chameleon, August 1994

- September 1995; for teen related paper for local paper with a readership of 40,000

Daily and 60,000 Sunday

Entertainment Editor and feature wri ter, Kirkwood College Communiqué, August 1995

- May 1996; college newspaper for enrollment of 15,000

Box Score Assistant, Cedar Rapids Gazette, October 1997 - April 1998

Entertainment/Nightlife Staff Writer, Normandale College Lion' Rior, September 2006 -

A pril 2007

Staff Wri ter, K irkwood College Communiqué, January 2009 - March 2009

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