Customer Service Representative

Karlton Little

**** ** ****** *** #*** Riverside CA 92505

Phone: 951-***-**** E-mail: *******.******@*****.***

Summary of Qualifications

• Over 15 years of experience as a Customer Service and Account Retention Specialist with a diverse skill set

including full range of administrative knowledge, soft skills, and exceptional written and oral communication

skills

• Insightful problem solver with a talent for creating customer rapport

• Recognized for innovative strategies in improving customer service efficiencies and increasing sales revenues

Skills

• Typing Speed: 65 WPM

• Microsoft Office (Word, Excel, PowerPoint, Outlook, Access, Publisher), Medisoft, Quickbooks, Mac OSX,

Android, Photoshop, Firefox, Google Chrome, Internet Explorer, Windows OS

Education

• United Education Institute Riverside, CA Projected Graduation Date

Business Office Administration Diploma 03/15

Experience

Customer Service Representative Cofiroute USA

11/2010 – 01/2013 Corona, CA

• Received and documented inbound calls and assisted with storefront customers of 91 Express Lanes pre-paid

toll road service

• Answered general and billing service inquiries and opened new accounts

• Troubleshot functionality of toll road transponders

• Collected fines and instructed callers in clearing violation notices

• Advised callers on filing appeals and scheduling violation resolution hearings

• Maintained high levels of customer satisfaction by delivering quality customer service

• Regularly received customer commendations for superior service

Account Retention Specialist Encore Payment Systems

12/2007 – 09/2010 Addison, TX

• Tracked attendance and punctuality of assigned team members

• Addressed escalated calls when issues could not be resolved by Level I or Level II Representatives

• Received and documented inbound calls from business owners regarding credit card processing concerns,

answered general service inquiries, resolved billing and credit card terminal technical issues, fulfilled supply

requests, processed refunds for billing issues

• Specialized in resolving concerns of clients who wished to terminate their accounts

Marketing Support Representative Harbor Insurance Group

11/2004 – 09/2007 Irving, TX

• Maintained detailed digital and hard files for approximately 1200 auto insurance agencies for the marketing

and sale of insurance products

• Oversaw the collection of documents and appointment of new agencies as licensed sellers of insurance

products

• Created marketing documents for distribution via mail and internet and distributed underwriting guidelines,

forms and training documents to existing and newly appointed agencies

• Created training documents that allowed the customer service department to assist in the regulated

maintenance of agent files

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