Customer Service Manager
Resume:
T ES H IA SAWYER
Jackson, MS 39206
abjgjo@r.postjobfree.com
Relevant Experience
Cellular South 2/2008 - Present
Ridgeland, MS
Account Service Representative
Activate new cell phone service as well as help existing customers with the purchase of new cell
phone and help determine what accessories are needed. Provide customer service including training
customers on how to use their new cell phone. Troubleshoot cell phone problems and determine what
solutions best are for the problem. Discuss what service plan will best fit the needs of the account
holder and/or those individuals on their account. Count the cash drawer to open and to close the
store.
Smith Law Firm 7/2006 - 7/2007
Jackson, Mississippi
Senior Closing Special/Office Administrator
Prepared residential and commercial closing statements; prepared files for closing clients; prepared
warranty deeds for closings; prepared quit claim deeds; prepared files for estates and guardianship;
lawyer’s personal secretary and managed the office while supervising staff; created employee
handbook for the law firm and the other company entities; typed letters; performed copying, filed and
answered the phones.
Rowan Middle School, Jackson Public Schools 10/2005 - 7/2006
Jackson, Mississippi
Office Manager
Principal’s personal secretary; managed the front office with a staff of five assistants; typed letters,
memos, any correspondence given to teachers, students or staff; completed bookkeeping of the
school; ordered supplies for the office, teachers and students; reported needed maintenance repairs;
assisted with copying, filed and answered the phones
Cingular Wireless 4/2003 - 8/2005
Ridgeland, Mississippi
Customer Service Representative
Created new accounts and assigned new numbers to customers in the state in which they relocated;
transferred customers’ numbers from/to a different wireless carrier; created new accounts and
assigned new numbers to first-time customers in the area in which the customers resided; answered
customer service phone calls and assisted employees through internal phone calls
SkyTel, Inc., A Division of MCIWorldCom 6/1998 - 4/2003
Jackson, Mississippi
MOD (Manager on Duty) Operations Specialist
Managed the operation of the call center 24 hours; tracked departmental service level statistics for
four customer service call center and reported them in 4 hour intervals; escalated
information to departments responsible for the operation of the internet and routers within the call
center to the point of closure; routed calls to various customer service departmental rotations within
the call center; provided computer, software and telephone troubleshooting for call center and field
sales employees; escalated computer, telephone and maintenance issues within the facility;
administered and inputted overtime scheduling and staffing to customer service employees; provided
project to immediate supervisor quarterly; monitored hourly the call center’s departmental rotations for
correct operation; provided the call center with updates that might affect the call center or the
customers; provided a 24 hour report of the call center’s operation; prepared a 400- page user-
friendly manual regarding call center routing application
Education
The Chicago School of Professional Psychology Tougaloo College
Online Program Jackson, Mississippi
Industrial/Organizational Psychology Bachelor's Degree - 5/1996
Master of Arts Tentative Degree – 2012 Bachelor of Arts in Psychology
Word of Life Bible Training Center Callaway High School
Jackson, Mississippi Jackson, Mississippi
Diploma - 5/2007 Diploma – 6/1992
Bible Education
References Available Upon Request
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