Customer Service Representative

Nicole Chinama

** ********* *** ****** ( Brooklyn, NY 11236 ( Phone: 347-***-**** (

Email: *************@*****.***

Professional Experience

*/****-******* ********* ****** Union, New York NY

Assistant Trainer/Senior Customer Service Representative

- Provide general admin assistance and support for the training manager.

- Preparation of staff manuals for all new employees.

- Keeping contact center training material up to date.

- Recording all staff's training attendance.

- Assisting in the delivery of training sessions at a

basic/administrative level if required.

- Respond to Caller/Member telephone/internet inquiries providing

accurate and complete information expeditiously.

- To initiate inter-department Service Request, System Request, Faxes,

and/or Journal entry transactions to satisfy Member inquiries.

- To record appropriate Call Classification wrap-up codes, and order

Mailing Labels for the fulfillment of requested MCU literature,

applications, and/or account kits.

- To identify and capitalize on appropriate sale opportunities, achieve

identified sales initiative,

- Respond to and/or initiate the hourly average production of the

department.

- To advise Management of unusual account inquiries and/or activity.

- To maintain an adequate inventory of work supplies.

- To perform all other duties as requested.

4/2006-5/2006(Temp) United Way of New York City, New York NY

Editorial Assistant/Proofreader

- Worked closely with editorial team to copy, edit and proofread UWNYC

donations,

- Possessing the ability to work independently and collaboratively with

minimal supervision,

- Pay close attention to details as well as the ability to multitask,

adhere to deadlines, and produce work in a timely manner.

3/2006-4/2006(Temp) Aetna Health Management, New York NY

Provider Data Service Analyst

- Reviewed provider maintenance requests for complete and accurate

information.

- Contacted providers to clarify and resolve data quality issues,

- Identified and appropriately escalate data transaction issues that

might potentially have significant contractual implications or

adversely impact service levels.

9/2005-2/2006 311/DoITT, New York NY

Call Center Representative

- Answering incoming phone calls in a professional and courteous manner

and maintaining customer satisfaction,

- Responding to inquiries and determining service required by asking

probing questions and using multiple computer applications to

determine customer needs,

- Using multiple computer systems to handle inquiries, research answers,

file requests for service, complaints or comments for investigation

and for other purpose

4/2000-12/2002 Verizon Communications, Bronx NY

Contact Center Representative

- Worked in a call center environment handling requests from new and

existing customers for installation, disconnection, or changes of

telephone systems and services,

- Discussed, investigate and resolve customer billing disputes, placed

orders as well as assess customer needs and recommendation of product

and services,

- Interacting with other departments and telecommunications customers to

resolve disputes and problems

Computer Skills

Software: Microsoft Word, Excel, Outlook, Symitar, Velocity, CATS, Harland,

Siebel, Mainframe, BIS Systems, Hansen, Terms database,

Education

- Kaplan University - 2007- Present

- Eugenio De Hostos Community College - 2004-2005

- Louis D. Brandeis High School - 1986-1991

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