Customer Service Representative
Resume:
A ngela M. Stirm
Coraville, Iowa 52241
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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