Customer Service Representative
Resume:
Richard C. Figueroa
Charlotte, NC 28210 704-***-****
Email: **********@*******.***
OBJECTIVE To obtain a challenging position within the company in which I
may utilize and develop my technical and interpersonal skills.
WORK EXPERIENCE:
Nov - 2001 to Present PAETEC/USLEC COMMUNICATIONS -
Charlotte, NC
NOC Call Center Service Team-Team Lead (promotion)
. Receive, log, and process all trouble tickets from
Customers.
. Handling training for New hires along with
customer escalations as well as performance
monitoring.
. Monitor the progress on all open troubles and
update the customer
Engineering, Operations, Data group and Vendors.
Cingular
Wireless/Bellsouth Mobility - Charlotte, NC
Oct-98 to Sept-01 Customer Agent Support - Manager/Team
Coordinator (promotion)
. Handle customer escalations to resolve issues and
concerns.
. Managing technical issues and coordination of
scheduling resolution for 80+ employees.
. Liaison for managers and staff to assess and meet
department service level goals.
. Interview new employees, train, guide, and monitor
performance and attendance.
Customer Agent Support Representative
. Coached and developed new hires to enhance
their customer service skills
. Created daily statistical reports to monitor and
evaluate team performance
. Researched product, services and billing, and
technical inquiries
. Responsible for Cell activation and call volume
management
Jan-Nov 1998 Alamo Rent-A-Car - Charlotte, NC
Customer Service Representative
. Researched product, services and billing
installation/repair inquiries
. Liaison between customers and management
1998. First Data Corp-PNC Bank - Charlotte, NC
Customer Service Representative
. Researched customer finance and billing inquiries.
. Master Card and Visa Credit Card Division
. Liaison between customers and management
EDUCATION Mt San Antonio College-UCLA [Bachelor's Business
Administration]
SPECIAL TRAINING
. Power Point-Word-Excel
. Windows NT-Windows XP & Vista..
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