Customer Service Representative

Antonio Cole **** Eads St

New Orleans, LA *****

Cell: 504-***-****

Home: 504-***-****

abjs3z@r.postjobfree.com

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Objective

To contribute to the overall success of a company with diverse

responsibilities

Qualified by ten years of experience in Customer Service, Sales,

Collections, Returns and Distribution leads.

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Experience

AT&T Internet Services

September 2007 - Customer Service/ Metairie, LA

August 2010 Complaint coordinator

Directly responsible for resolving customer service complaints and

problems for the entire Central Customer Service Unit.

Produced monthly reports tracking data.

Tracked Customer Service Representative complaint handling

successes/failures and produced monthly reports to management.

Coordinated efficiency reports between Customer Service Reps and

management, and provided recommendations for overall CSR complaint

handling improvements.

Began as CSR: Advanced to Customer Service Liaison

Customer Relations Supervisor, division.

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American Home Shield

January 2005 - May Customer Service Memphis, TN

2007 Representative

Provided excellent customer service to ServiceMaster customers

Received and entered work orders from customers

Answered customer questions (e.g., on coverage)

Made changes to customer account as needed (e.g., contact

information)

Received and processed payments for past due Service

Fee/PPD/Contract Premium

Actuated renewal alert/warm transfer 30 days prior to renewal date

Placed second opinions on a work order

Dispatched calls via the dispatch queue

Field Automated Follow Up Calls on nights and weekends

Approve overtime charges up to $75 per hour

Upgrade a non-emergency to an emergency if it falls within the

emergency guidelines

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Advanced Services Inc (GE Appliances Division)

November 2003 - Parts Resolution & Memphis, TN

January 2005 Project Specialist

Ensured all calls are resolved in a timely manner.

Provided support to Louisville Parts headquarters team for special

projects, reports, and analysis.

Provided feedback to management to increase productivity, improve

quality and maintain competency.

Provided escalation support for wholesale parts activities.

Resolution to Escalated issues to be resolved included :

Parts discrepancies/ research

All after market duties associated with credits and returns

ASM issues

Escalated delivery/shipping problems

Support Parts incoming call-taking skills per business needs

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Tax Store Plus

June 2000 - January Branch Manager Memphis, TN

2003

Developing marketing strategies for building client bases, Training

employees in customer service,e-file, and IRS software programs.

Prepared taxes for clients. Supervised various locations with 30

employees.

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Education

University of Memphis

May 1996 Bachelor of Business Memphis, TN

Administration

management information

systems

Bachelor of Business administration

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Richardson H.S.

May 1991 High School Dallas, TX

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Skills

Outstanding computer skills in Microsoft word, power point, excel

and most up to date programs on windows operational systems.

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Contact this candidate