Customer Service Sales

JENELLE C. PARKER-BIRDEN

**** ************* **

757-***-****

Conyers, GA 30094

abi1l5@r.postjobfree.com

PROFESSIONAL PROFILE

Highly motivated IT professional with extensive experience in Customer

Service, Call Center Administration, Data Entry, Marketing and Sales.

Highly effective and sufficient in working and leading others in a Call

Center environment. Interested in a position that offers the opportunity

for challenging responsibilities with professional growth

TECHNICAL SKILLS

. Knowledge of various IT Technologies including: 9x/ 2000 Pro and

Server/XP, Cisco, and Novell

. Excellent computer troubleshooting ability

. Experienced with Word, Excel and Power Point

. Superior Help Desk/Customer Service Skills

. Knowledgeable in Clarity

. Experienced working in a Call Center environment

. Hands-on Hardware experience in installing and configuring routers,

reconstructing Personal Computers, and building various IT related

tools.

EDUCATION

ECPI College of Technology, Newport News, VA

9/03-7/05

. Received A.A.S degree in Computer Electronics Technology

. Majored in Computer Network Technology

. Received Deans List Award (2003)

SUNY Farmingdale, Long Island, NY

9/96-5/98

. Took classes in Liberal Arts Health and Sciences

RELATED EXPERIENCE

Aviation Academy, Denbigh High School, Newport News, VA 3/05-

6/05

Computer Lab Intern

. Assisted students with A+ Certification prep class

. Worked on computer troubleshooting as necessary

. Configured Windows 95 on Personal Computers

JENELLE C. PARKER- Page 2

EMPLOYMENT

Dendrite Inc, Chesapeake, VA

08/05-6/06

Data Entry Personnel

. Assisted the Supervisor and Client Contacts in special projects Such

as New Hires, Terminations, Transfers for our Sanofi-Aventis

pharmaceutical clients

. Provided daily and weekly spreadsheets to Home Office and Client

Contacts for different escalation

Cases

. Listened to client voicemails and updated cases necessary

. Verified shipments are made to clients in a timely manner

. Utilized Call Tracking Management system for documentations

and escalating technical or functional issues

according to procedures.

. Processed Customer Service order corrections and changes

. Updated cases via email through Outlook

. Handled troubleshooting and configuration of Clients' Laptops, Modems,

and Routers

. Reset Client Passwords and assisted Clients in navigating third party

websites

. Shipped Hardware Accessories to Clients in a timely manner

. Documented dates, times associated with resolving Customer Service

orders and inquiries

. Sort Cases to Tier 2, Home Office, Escalation and CSRI categories

. Operated a PC/data Terminal to maintain Customer information

Williamsburg Plantation, Yorktown, VA

11/04-7/05

Travel Coordinator

. Responsible for contacting customers with vacations they received

through promotions.

. Supervised over 10 representatives for sales and call volume

performance

. Coordinated vacation packages for on demand-customers

. Handled and resolved customer problems and complaints

. Led and guided over 16 field representatives to achieve set goals

Virginia Peninsula ASAP, Newport News, VA

9/03-2/04

Secretary Coordinator

. Updated Customer Profiles via Outlook

. Assisted Manager in the process of Drug Screening and Alcohol

Screening of clients

. Enrolling clients in Rehabilitation programs

. Responsible for incoming mail, making appointments, and

cancellations

. Responsible for meeting and greeting clients

Nextel Communications/ Teletech, Hampton, VA 12/00-

6/03

Customer Care Representative

. Changed rate plans and updated plans and billing accounts for mobile

phone customers

. Documented, verified and changed account information

. Handled troubleshooting problems for mobile phones

. Assisted the supervisor in mentoring new and veteran employees

. Assisted in terminated accounts being saved

. Fix Customer Concerns and Complaints

MCI World Com, Newport News, VA 8/99-6/00

Sales Representative

. Responsible for Tele-sales of telephonic services with an average call

volume of 300-400 per day

. Verified customer accounts and billing information

. Assisted supervisor in communicating related information to various

constituencies

. Updated Rate Plans and landline services for Customers

. Checked Customers incoming emails via Outlook

. Assisted Customers with Complaints and Provided Customer Service

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