Customer Service Representative

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

Hill Dr 901-***-****

Apt * E-mail

Cordova, TN abj1wi@r.postjobfree.com

38016

Sabin Davis

Objective To obtain a position that is challenging and

rewarding with a company that appreciates hard work

and dedication.

Work experience 2009-Present Accredo Memphis, TN

Customer Service Representative

Calls patients to gather patient demographics and

other non-order information such as delivery

address and schedule delivery date for prescription

medications and ancillary supplies

Receives product or service problems and refers to

appropriate department for handling, document

customer complaints per process

Place follow-up calls to patients/families or

tracks to ensure deliveries were received

Cooperates and coordinates with other departments

for exchange of information for billing

Receives and documents customer calls and refers to

appropriate departments for handling

Collates, tracks, and aggregates data and prepares

reports as requested

2008-2009 Comcast Madison, MS

Supervisor

Supervise ticket queues to ensure timely response

of team

Troubleshoot escalated problems from team

Provide reports of activity using BRIO and other

tools

Provide coaching and feedback to team for employee

growth

Identify, isolate, and determine a resolution for

process or product issues

Work closely with team and other supervisors to

manage relationships

Perform Notifications and Escalations with

Technicians, Supervisors, Technical Managers,

Dispatch and Call Center personnel

Work closely with internal Comcast team and Call

Centers to constantly improve procedure

Provide technical support on the Comcast Digital

Voice network to local technicians

Continuously learn all cable network systems,

distribution technology, and NMC software tool-sets

Perform periodic performance reviews to determine

employee eligibility for, among other things, merit

increases, bonuses and promotional and transfer

opportunities

Interview, evaluate, hire, lay-off, promote and

reward employees and/or applicants or effectively

recommend such actions

Provide feedback, coaching and disciplinary action

(up to and including termination or discharge of

employment) to improve employee performance

Resolve and adjust employee concerns and grievances

2005-2008 Comcast Memphis, TN

Customer Advocacy Group Lead

Trained ATS/DOI and CDV Repair on BTS, BACC, NPS,

ETS, PET, VSM, VMT, IVR/Activation Server, and

Order Path

Trained new hire CAG members on all CAG functions

Manage escalation processes with internal and

external organizations

Resolve e911 issues received from corporate

Submit CSR's and LSR's to ILEC's and CLEC's

(interface with AT&T Weblex, AT&T Lens, Windstream,

and Century Tel GUI's) and resolve any issues

Monitor various task queues for telephone service

orders to ensure timely completion and resolve fall

out

Track orders from creation to install to ensure

accuracy and customer installation goals are met

Demonstrates and ensures compliance with Customer

First philosophy

2003-2005 Comcast Memphis, TN

Lead Customer Service Representative

Provide guidance and work direction to Customer

Service representatives

Answer escalated customer phone calls, covering

full range of services in a prompt manner

Consider customer request to disconnect or

downgrade services and make valid attempt to

prevent adverse action

Assist call center management with ongoing training

Assist customers with cable television services by

providing information, answering questions and

solving problems

Respond to billing questions and correct billing

errors or discrepancies

Receives and responds to inquires from other

departments regarding customer service issues

2000-2002 Sprint PCS Memphis, TN

Customer Service Representative

Assist customers with billing issues

Explain products and services

Take bill payments

Change any information for customers such as rate

plans and phone numbers

Troubleshoot wireless equipment for customers in

retail store

Responsible for balancing and reconciling a cash

drawer at the end of each day

Education 1998-2000 University of Memphis Memphis, TN

Psychology

1996-1998 Roane State Community College

Harriman, TN

Social Sciences

Associates Degree Major Psychology

Computer Skills While attending Roane State Community College I ran

a computer lab with both Macintosh and PC

computers. I am familiar with Microsoft Word,

Excel, PowerPoint, Access, Outlook, Windows 98, 98,

ME, NT, and XP. I am also familiar with Precedent

2000, RMS (Retail Management Systems); Cable Data,

Comtrac, ICOMS, DPOM, ETS, NPS, Order Path, CMS,

IEX, Remedy, and SAP. I was selected to be a

subject matter expert by management for ICOMS

support and as a subject matter expert I helped

rewrite the training materials for new hire

training classes.

Contact this candidate