Customer Service Representative
Resume:
Charles M. Werner
Bradenton, Florida 34210
Email: abj31n@r.postjobfree.com
SUMMARY OF QUALIFICATIONS
• 16-year career in computer technology profession
• Extensive experience in customer service
• Contact Service Manager and Telephone service representative
• Strong administrative skills gained in the management and oversight of programs
• Excellent customer service and general office skills including capable telephone
manner
• Good PC skills; knowledgeable of Microsoft products, Claris Works, Internet
• Effective communicator
• Handle challenging situations with calm and poise
PROFESSIONAL EXPERIENCE
Comcast Cable August 2005- March 2010
Customer Service Representative
Manage the customer care phone lines
• Troubleshooting cable and internet problems
• Provide diverse routine and customer care services:
• Billing questions
• Payments receivable
• New services
• Troubleshooting assessments
• Scheduling upgrades and installs
Protocol- Sarasota, Florida January 2005- August 2005
Customer Service Representative
• Acting as transfer agent for the Bank of New York, assisting with shareholders of stocks and
securities, with some of the top companies in the country such as General Electric, QWEST,
McGraw Hill and Dow Chemical.
• Answered phones in a timely and professional manner: Effect changes to shareowners accounts,
such as address changes and sending duplicate forms
• Also responsible for sending out transfer packages, this allowed shareowners to make changes in
the registration of their accounts. When unable to assist shareowners directly, responsible for
service to the bank to be resolved at the next higher level.
.
John Smith Agency, Farmers Insurance: Richmond, VA April 2003 – March 2004
Contact Manager
• Responded to inquiries from the public
• Screened callers and directed incoming calls to appropriate organizations and individuals
• Completed and processed extensive paperwork
• Screen incoming calls from customers for the agent. Attempt to resolve the situation without referring
customer to the agent .Make changes to customer policy through use of E agent computer system.
Changes made included name, address, type of policy and most coverage’s. In auto insurance added
new vehicles and deleted drivers. .Home policy changes made include any changes to the dwelling of
the insured.
• Called current clients and new prospects on the telephone. Computer operated to set appointments for
current clients to come in to see the agent to review their policies. Also called new prospects and
current clients to see if they would be interested in having the agent call them back to give them a
quote on a new line or a new insurance policy.
Dial America- San Diego, CA March 2002- August 2002
Telephone Sale Representative
• Through the use of the computer and an automatic dialer, called new prospects to see if they
would be interested in applying for a credit card.
• Registered all information needed by the bank to process applications.
City of Hartford: Hartford, Ct November 1992- September 2001
Lead Computer Operator
• Operated IBM mainframe computers under VSE/SP and VSE/ESA operating systems, including
such peripheral equipment as printers, cartridge and round tape drives. Numerous formats on the
printer include checks and other special forms on both impact and laser printers. Responsible for
running all batch jobs including both production and test environments including electronic file
transfers.
• Also ran the AS400 system including backups as well as bringing down and bringing up of the
system. Responsible for running the LAN server backups using NOVELL NETWARE and
SEAGATE applications. Backups for the CLIENT SERVER system include both test and
production backups. Have related functions such as data input and tape library maintenance.
• As lead operator, responsible for all work done on my shift. Position did require some supervisory
functions as a computer operators worked directly under me.
EDUCATION & CREDENTIALS
C.P.I Technical School: East Hartford, CT
University of CT: Storrs CT
Charles County Community College: LaPlata, MD
References available on request
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