Customer Service Sales

SHANTA L. TORBERT

**** *** *** ****** ********* Alabama 35064

205-***-**** abj4bl@r.postjobfree.com

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PERSONAL PROFILE

Thorough knowledge and understanding of all department policies/procedures

and a general understanding of the overall business necessary

Extensive supervisory, instructional, administrative, and customer service

experience

Strong managerial skills - Proven leadership skills - Self Motivated -

Action oriented team leader

Extensive sales and customer service background - Excellent written and

oral communication skills

Learns quickly - Patient with complexity - Active volunteer: community

service involvement

Computer skills include proficiency with MS Office Products: Windows

(XP/Vista/7), Word, Works, FrontPage, Internet Applications, Outlook,

PowerPoint, Visual Basic, and C Programming

EDUCATION

University of Alabama at Birmingham, Birmingham, AL / 2004

Bachelor of Science Degree in Business Management - Dean's List

Mentorship with Advance PCS - Maintained employment while attending school

Jefferson State Community College, Birmingham, AL / 2002

Associate in Science Degree - Phi Theta Kappa National Honor Society -

Academic Commendation List

Maintained employment while attending school

EXPERIENCE

Keller Williams Realty, Birmingham, AL / 2006 - Present

Professional Realtor/REO Specialist

Managed and oversee the entire process from pre-approval to final approval

Offered unparalleled professional customer service - Provided courteous and

capable assistance

Assisted in the selection process by providing objective information about

each property

Ensured that the purchase/sale of properties a pleasant and easy experience

Provided due diligence during the evaluation of the property

Provided up-to-date information on what is happening in the marketplace

Receptionist / Administration Assistant

Provided professional verbal and written communication skills

Answer telephones and transfer to appropriate staff member - Meet and greet

clients and visitors

Performed general clerical duties to include but not limited to:

photocopying, faxing, mailing, and filing

Signed for and distribute UPS/Fed Ex/Airborne packages - Collect and

maintain PC inventory

Created and modify documents using Microsoft Office -

Setup accommodation and entertainment arrangements for company visitors

Teletech - Hewlett Packard, Birmingham, AL /2004 - 2008

HP Project - Desktop Support Representative

Provided excellent computer and technical service skills - supported users

remotely

Provided support for customer software and hardware - Experienced in

imaging Pcs

Attended proper weekly up training classes - Maintaining Grade A in the

proper up training courses

Utilized proper policies and procedures to diagnosed daily technical issues

Handled inbound and outbound calls - Meets the monthly sales objective

Verizon Project -Ticket Management Group

Responsible for handling and updating e-ticket while using a variety of

tools and resources

Provided Tier I support to customers through effective troubleshooting and

problem solving

Ensured individual and team objectives are met on a daily basis

Communicated with other internal departments to resolve customer issues

Identified, escalated, and follow-up on customer issues through outbound

calls and e-ticket tracking

Verizon-Online Technical Operations Supervisor

Responsible for the day to day operations of the call center - Reported to

management on statistics

Supervised a team of 15-23 associates - Provided technical support to

consumer and business customers

Assisted manager with associates/clients relations issues - Interviewed and

hired qualified applicants

Completed projects/assignments in a timely and professional manner -

Recorded all details in daily log

Monitored calls and provided positive feedback accordingly - Tracked

attendance and scheduling

Provided follow-up calls to ensure timely resolution of the problem after

contacting external technicians

Assisted in Human Resources (Special Project)

Responsible for front desk tasks - Assisted applicants in entrance exams -

Screen applicants

Interviewed and hired qualified applicants for open position - Created

spreadsheets to record data

Assisted managers, generalist, payroll, and recruiting in daily task -

Assisted with the training classes

Recognized and rewarded for completing the Fresh Start Project successfully

Teletech Achievement Program (TAP)

Obtained developmental skills as a leader - Created a development plan -

Recorded daily activities

Received on the job training - Shadowed a supervisor - Mentored with a

supervisor/manager

Assisted in Staff Support - Shadowed the Quality

Assurance/Scheduling/Payroll Departments

Implemented plans by completing the learning activities - Evaluated success

and presented a presentation

Technical Support Representative

Provided customer support for service questions regarding services and

products

Processed special requests for services - Responded to customers by

performing troubleshooting

Diagnosed service complaints of complex nature - Escalated service

complaints as appropriate

Processed special requests for services - Input orders into computer system

- Lead team meetings

Birmingham Business Resource Center, Birmingham, AL / 2003

Intern (Kauffman Entrepreneurial Internship)

Obtained firsthand knowledge of all aspects of business operation

Received comprehensive training and orientation to business - Attended

several seminars

Assisted with small business loan application process - Sat in on client

interview sessions

Accompanied business coach at lunch meetings and strategy sessions with

business clients

Developed, wrote, and critiqued business plans - Assisted with seminar

presentations

BellSouth, Birmingham, AL / 2001

Customer Service Representative/Sales

Interacted with telephone customers - Provided effective customer service

Answered customer questions and inquiries - Resolved customer problems and

issues

Addressed customer needs and concerns - Referred delinquent accounts for

collection

Utilized effective technical, and interpersonal skills - Utilized effective

problem-solving skills

Browning Ferris Industries, Birmingham, AL / 2000-01

Customer Service Representative/Sales

Managed and maintained all client accounts - Provided customer

service/Sales

Utilized extensive computer skills - Performed tasks with efficiency -

Recorded in daily log

Handled incoming calls - Addressed customer needs and concerns - Scheduled

services

Answered customer questions and inquiries - Resolved customer problems -

Processed data entry

Recognized as the top customer service/sales representative for 5

consecutive months

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