Customer Service Sales

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ANGELA M. DAVIS

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

Hampton, VA 23661

757-***-**** home

757-***-**** cell

Email: abj3k0@r.postjobfree.com

EXPERIENCE SUMMARY:

. 17 years experience in office duties: multi-line phone operation,

faxing, records filing, printing, collation, and maintaining

computerized records. Prepared office communications, business

letters, purchase requisitions, memos, forms and documents.

. Scheduled meetings, made travel and conference arrangements, and

prepared agendas.

. 17 years of Customer Service Experience.

Technical Skills Include:

. All Windows Applications including 2000 Millennium Edition, Excel,

Microsoft Office, Lotus, Word Perfect, Spreadsheets, Power Point,

Outlook

. Internet, Internet Research

. Oasis, Wizard, MISOS, SOACS, SOPDOE, Livewire, Access, Netscape,

Intranet Explorer

. TRIS, LCFCA, Lightbridge, Corporate Repository and Speedpay, Payment

Tech, Ensemble (CSM and FDT)

. Ten-key calculator, word processor, printing press and binding

machine.

EXPERIENCE:

September 2010 - Present

Unloader, Simos, Hampton, VA

. Unload freight

. Make sure count is accurate

. Pallet jack

July 2010 - Present

Office Assistant, ProTemps, Newport News, VA

. General office duties

. Multi-line phone

. Newsletter and weekly bulletins

. Other duties as assigned

May 2008 - June 2009

Customer Service Supervisor, ACS, Houston, TX

. Coaching of reps

. Production reports

. Que management

. Daily attendance logs

. Escalated Calls

September 2007 - March 2008

Travisa Outsourcing, Houston, TX

. Customer Service phones and e-mail

. Verify visa applications for India

. Shipping of passports back to customers

December 2006 - November 2007

Barnes and Noble Booksellers

. Cashier

. Receiving and Returns

. Customer Service

June 2006 - June 2007

Various staffing agencies, Houston, TX

. Customer Service

. General office work

. Dispatching

April 2004 to June 2006

Specialized Care Representative, Nextel Communications, Fort Lauderdale, FL

. Research and resolve various customer issues as assigned.

. Determine root cause of issue and what is needed to resolve.

. Follow up with customer to insure satisfaction.

. Build and maintain strong relationship with assigned General Business

and Government Accounts.

. Responsible for troubleshooting, billing research, swaps, and account

modifications.

November 2003 to May 2004

Account Services Representative, Nextel Communications, Hampton, VA

. Answering incoming calls from customers wanting to deactivate service.

. Find root cause of customer dissatisfaction with Nextel.

. Resolve issues to promote complete customer satisfaction.

. Work with various departments within Nextel to resolve any outstanding

customer issues.

. Assist with the training of new Account Service Reps.

. SME for team and floor support during times that Supervisor was off

the floor.

April 2003 to November 2003

Public Safety Team Lead, Nextel Communications, Hampton, VA

Conduct daily Pull-up to inform team of any updates or changes that

have been rolled out.

Answer questions for reps and assist them with completing orders.

Log productivity for each rep per day, including any system down time

or scheduled time off.

Perform side-by-side feedback sessions with reps to share best

practices and assist with any problem areas.

Correspond with and research issues for agents or other team members

as requested.

Process pending adjustments beyond rep limits, and forward and track

those that are beyond my limit.

When needed log e-help tickets on system issues that are floor wide

and be POC for the SST tool when designated POC is not on the floor.

Follow up and confirm that issue is resolved before the ticket is

closed.

Give feedback on audits performed by myself, or Quality. If needed

verify and forward any dispute forms that reps may have.

Keep supervisor updated on any changes that occur and status of team

regarding productivity or any issues that may need to be addressed.

. Performed quality audits, coached, and gave feedback to Order Entry

reps to raise Quality Level from 50% to over 87%.

July 2000 to April 2003

Enterprise Quality Auditor, Nextel Communications, Hampton, VA

. Performed duties of data transferring, issuing, processing, and

activating orders placed via the Nextel Sales representatives for

Corporate, Government, and Covert Accounts.

. Handled daily sales rep customer issues and escalations through phone

calls, emails, and an acting liaison between Nextel sales reps and the

external warehouse.

. Monitored and processed 7 LCFCA Order processing queues to ensure

accurate order completion.

. Chosen to multi-task as a Quality Auditor for a six-month time span.

. Appointed to assist in the development and implementation of the SST

tool.

. Developed the first department training manual for the EQA Quality

Department and conducted 5 training classes.

. Developed the process and procedure documentation that maintains the

email box created for the sales reps.

FEB 1998 to APR 1999

Customer Service Advisor/SSR, Aerial Communications, Tampa FL

. I took inbound calls from customers, set up new accounts, ran credit

checks and activated new phones.

. Responsible for trouble shooting minor phone issues, training

customers on basic set up and use of new phones, and research and

resolution of billing issues.

. As a sales support rep I assisted sales force with creating new

accounts, activating large unit orders, research and resolution of

billing issues, and maintenance of corporate accounts.

JUN 1996 to JUL 1997

Account Representative, Canadian Pacific Railroad, Minneapolis, MN

. Compiled and sent train manifests (car inventory) to the corresponding

conductors

. Ensured on-time departure

. Mapped out accurate routes for special dimensional loads, and issued

route diversions.

. Researched and resolved billing issues.

. Responsible for billing inter-modal shipments (TOFC and COFC), and

scheduled car weightings.

. Performed general office duties such as multi-line phone operation,

faxing, records filing, and printing.

FEB 1996 to APR 1996

Receptionist Intern, Department of Labor, Washington DC

. Performed general office duties: multi-line phone operation, faxing,

records filing, printing, collation, and maintaining computerized

records.

. Prepared office communications, business letters, memos, forms and

documents.

. Scheduled meetings, made travel and conference arrangements, and

prepared agendas.

FORMAL EDUCATION:

Business Administration

Thomas Nelson Community College Hampton, VA

2002, GPA 3.00, 10 Hours, Semester

Accounting

Norfolk State University Norfolk, VA

1994, GPA 3.50, 60 Semester Hours

OTHER INFORMATION:

. Keyboarding 55 wpm

. Ten-Key Calculator 107 kspm

. Data Entry 10,000 ksph

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